Action research on hotel guests’ sustainable behaviour

This study explores the factors that influence four-star hotel guests’ decisions regarding the utilisation of room cleaning services on a daily basis. Utilising the concept of ‘warm-glow’, this research investigates tourists’ actual behaviour in a hotel setting. The investigation was conducted over an 18-month period and is underpinned by a rigorous evidence-based approach. The findings of this action research provide novel insights into the dynamics of leadership and front desk interactions, and their role in overcoming barriers to the success of the programme. The findings of this research, coupled with the outcomes of a binary logistic regression analysis, offer a comprehensive insight into the factors that influence tourists’ decisions. These results can be utilised by hotel managers to seamlessly implement their own green programmes.