Determinants and Impacts of Quality Attributes on Guest Perceptions in Norwegian Green Hotels

Abstract

The study aims to contribute to tourism literature and the Norwegian hospitality industry by integrating and mapping guests’ green hotel experiences. Hence, the study deploys mix-methods to aid in depicting guest preferences and perspectives on Norwegian green hotels. Accordingly, these experiences are represented with 1575 guests’ venue-specific generated contents (UGC) found within designated hotel pages of TripAdvisor. Scholars conducted descriptive analysis on guest ratings, machine-learning integrated content analysis to map harmonious and divergent qualities of venue-specific green hotel experiences, and explored users’ community profiles to enrich and reveal further similarities with guest demographics. Consequentially, the study unveiled key themes and concepts relevant to guests’ satisfaction with nine Norwegian green hotels and attributed qualities. Accordingly, the study revealed ten key themes, namely “hotel”, “room”, “food”, “location”, “staff”, “stay”, “service”, “recommend”, “value”, and “experience”. To exemplify, the majority of guests were found to be satisfied with their attributed qualities. Regarding hotel themes, guests were dissatisfied with green practices, booking, check-in, and other aspects of attribution. To contribute, the study offers valuable insights for practitioners and provides theoretical implications. Green hoteliers of Norway should firmly grasp green practices, as improvements and diversification strategies with green practices must be present for both online and embodiments of their venues. In an ever-evolving world of digital presence, practitioners must sustain relevance with UGC content encompassing guest experiences.