Green practices of the hotel industry: Analysis through the windows of smart tourism system

Abstract

Inspired by the generative characteristics of information on online travel review systems, this study revisits the relationship between the hotel industry’s green practices and customer satisfaction in a more realistic setting. The results show that although a higher intensity of green practices enhances customer satisfaction, it does so only indirectly, through perceived relative quality. From these findings, we provide useful implications for the hotel industry. We also suggest further research to conceptualize the generativity of the information system’s content both in general and in the context of the smart tourism system.