Impact of service quality and environmental practices on hotel companies: an empirical approach

Abstract

Interest in sustainability and service quality practices in hospitality is increasing in professional and academic communities. Most of the existing literature about hotel companies is focused on a single practice at a time and does not combine service quality and environmental practices in the same study. Drawing upon the resource-based view theory of the firm, this study investigates the effects of service quality and environmental practices on the competitiveness and financial performance of hotels. The research population consisted of 148 hotel managers from Catalonia. The impacts between the dimensions were analysed using structural equation modelling. The investigation revealed that there is a positive impact on the financial performance and competitiveness of the hotels that have adopted these practices. A correlation between service quality and environmental practices was also demonstrated. The implications and recommendations stemming from the research are exposed.