Less is more: A new insight for measuring service quality of green hotels

Abstract Faced with the rise of environmental awareness and carbon reduction trends, green hotels have become an important business direction for the hospitality industry. Because of the special service properties of green hotels, past the hotel service quality scale is not sufficient to measure the service quality performance of green hotel. This problem resulted in a serious gap for measuring the service quality of green hotel. The purpose of this study is to construct a Green Lodging Service Quality scale (GLSERV scale). This study used systematic and scientific procedures to develop the dimensions and items of the GLSERV scale. The GLSERV scale included six dimensions: reliability, empathy, environmental communication, green energy saving, assurance, and tangible, which contained a total of 25 items. This study provides a new insight for measuring the service quality of green hotels.

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