Abstract
The adoption of practices of hospitality as a sustainable development is meant to limit the negative impacts of this business’s activities of hotels on natural and social environments, and to increase its bene?t to tourism and the population. This research aims to address the following research questions: What are the antecedents of customer satisfaction in the hospitality industry those practices adopted by hotels? In particular, does customer satisfaction toward these practices vary by the kind’s hotel? Through a survey of 155 customers in seven hotels located in the province of Santos/SP, it was found that customer satisfaction is positively in?uenced by the adoption of practices of hospitality’s hotel, and the level of customer satisfaction varies according to the hotel’s size.
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