A1 Journal article (refereed)
Towards sustainable servicescape : tourists’ perspectives of accommodation service attributes (2023)

Väisänen, H.-M., Uusitalo, O., & Ryynänen, T. (2023). Towards sustainable servicescape : tourists’ perspectives of accommodation service attributes. International Journal of Hospitality Management, 110, Article 103449. https://doi.org/10.1016/j.ijhm.2023.103449

JYU authors or editors

Publication details

All authors or editors: Väisänen, Hanna-Maija; Uusitalo, Outi; Ryynänen, Toni

Journal or series: International Journal of Hospitality Management

ISSN: 0278-4319

eISSN: 1873-4693

Publication year: 2023

Publication date: 25/02/2023

Volume: 110

Article number: 103449

Publisher: Elsevier BV

Publication country: Netherlands

Publication language: English

DOI: https://doi.org/10.1016/j.ijhm.2023.103449

Publication open access: Openly available

Publication channel open access: Partially open access channel

Publication is parallel published (JYX): https://jyx.jyu.fi/handle/123456789/85925

Abstract

The study uses content analysis to identify the sustainable attributes in 678 accommodation reviews from Finnish and Russian tourists published on the Tripadvisor website and examines the sustainability perceptions of these tourist groups. The servicescape framework was applied to the structuring of the attributes indicating sustainability in accommodation services. The sustainable attributes highlighted in the reviews were more frequently in the physical rather than in the social servicescape factor. The tourists also reported environmental sustainability attributes more often than those related to social, cultural and economic sustainability. Overall, the sustainable attributes were perceived positively. By analysing positive and negative tourists’ perceptions in a sustainability context, this research provides insights drawn from tourists’ perspectives to support the development of appealing and sustainable tourism accommodation products. The study also proposes a servicescape framework for managing environmental, social, cultural and economic sustainability in accommodation services.

Keywords: tourism; tourist services; accommodation; accommodation service; sustainable tourism; ecological sustainability; social sustainability; cultural sustainability; economical sustainability; tourists and travellers; conceptions; reviews

Free keywords: sustainable servicescape; tourist accommodation; perception; Tripadvisor; content analysis

Contributing organizations

Ministry reporting: Yes

Reporting Year: 2023

Preliminary JUFO rating: 2