住客对饭店绿色运营措施的感知和期望研究：以广州中高档饭店为例

摘要

本研究旨在从饭店住客的角度对广州中高档饭店的绿色运营活动进行研究分析，以望达到“了解饭店住客对绿色饭店及其具体绿色运营措施的期望和感知”的目的。通过系统的文献回顾和对问卷调查收集到的一手资料的分析，本研究证实当今的饭店消费者对绿色饭店和饭店的绿色运营措施具有相当的感知和关注。通过对问卷数据的因素分析，本研究初步建立了一个消费者所期望的饭店绿色运营措施具体范围的框架，包括资源节约、资源回收器具的应用、待客用品的选择、消耗品管理与饭店营销等5个方面。这一结果将有助于饭店在进行具体的饭店绿色运营实践时尊重、参考消费者的意愿，并可为相关的饭店行业协会、政府组织在制定统一的绿色运营评定标准时提供最为具体的参考。%This study examined consumers' perceptions and expectations on green operations in mid-upscale hotels in Guangzhou. By reviewing existing related literature and analysing questionnaire survey data collected from hotel consumers, this study identified that comsumers' various degree of expectations and perceptions on hotels' green operations. An initial framework (including 5 factors,17 items) about consumers' expectations on hotels' green operations was established. The results can benefit the hotel industry from knowing better about consumer demands in green operation sector, and being refered when formulating green operation standards in the industry.