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Measurement scale for eco-component of hotel service quality
Majda Bastič, Slavka Gojčič, 2012, izvirni znanstveni članek

Opis: Growing acknowledgement of the need to achieve more sustainable forms of development has resulted in environmentally conscious tourists who have indicated a dissatisfaction with existing hotel service quality. The objective of this study was to investigate tourists' ecological expectations referring to the quality of spas and wellness hotel services in order to develop and test a scale for measuring the 'eco-component,' a new component of hotel service quality. The findings revealed four dimensions of the eco-component: hotel staff's eco-behaviour; environmentally friendly and healthy equipment; efficient use of energy and water; and bio-food. Tourists also demonstrated a hierarchy of eco-dimensions, with the most important being hotel staff's eco-behaviour and the least important being bio-food. Tourists' expectations about the level of eco-dimensions differ significantly with respect to their income, nationality, and the hotel certification. However, no significant difference emerged in their expectations due to different educational levels.
Ključne besede: turizem, ekologija, ekoturizem, hotelirstvo, storitve, kvaliteta
Objavljeno v DKUM: 10.07.2015; Ogledov: 1660; Prenosov: 91
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The ecological motivation or tourists as a determinant of the tourists' loyalty
Majda Bastič, Slavka Gojčič, 2011, objavljeni znanstveni prispevek na konferenci

Opis: Despite the significant impact of environment on the attractiveness of tourist destination, environmental stewardship is not always the top priority in the hotel industry as one of the most energy-intensive sectors of the tourism industry which contributes to the increasing quantity of air pollutants. Therefore, this study investigates the impact of ecological pull motives and service quality on the tourists' loyalty to eco-hotels. The tourists spent their holidays in Austrian hotels with ecolabel and in Slovenian hotels were targeted and a total of 611 tourists participated in the study. The study reveals that the perceived service quality and ecobehaviour of hotel staff are the main determinants of the tourists' loyalty. The comparison analysis between Austrian and Slovenian hotels indicates that the guests of Austrian hotels with ecolabel are more loyal and ecologically motivated than guests of Slovenian hotels without ecolabel.
Ključne besede: loyalty, ecological motivation, hotel service quality, tourism, eco-tourism, hotels, services, quality
Objavljeno v DKUM: 30.05.2012; Ogledov: 2415; Prenosov: 101
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