Measuring the social sustainability of hotels: a case study from the Canary Islands

Abstract

Purpose This study aims to demonstrate the derivation of social sustainability metrics that guide the decision-making of hotel managers regarding sustainability strategies based on the case study of Hotel Tigaiga in the Canary Islands, using a noninstrumental approach of the stakeholder theory. Design/methodology/approach The analytic–synthetic method of integrated social value (ISV) was used. Data were collected through semi-structured interviews with the stakeholders’ representatives, direct observations and relevant documents. Findings Metrics referring to hotel outputs valued by stakeholders and expressed in monetary terms were obtained. Research limitations/implications The findings cannot be directly applied to a similar hotel. Applying the ISV model to a set of similar hotels to standardize outputs and proxies is necessary. Practical implications The results can guide efforts to increase the effectiveness and efficiency of Hotel Tigaiga’s social sustainability strategies. Originality/value Research on measuring the sustainability of hotels in terms of generating maximum value for society is limited. This study is unique because it demonstrates the process of deriving comprehensible indicators to guide hotel managers toward social sustainability.