Nature based solutions and customer retention strategy: Eliciting customer well-being experiences and self-rated mental health
- Authors
- Han, Heesup; Yu, Jongsik; Hyun, Sunghyup Sean
- Issue Date
- Apr-2020
- Publisher
- ELSEVIER SCI LTD
- Keywords
- Nature-based solutions (NBS); Green physical environment; Well-being perception; Self-rated mental health; Hotel customers
- Citation
- INTERNATIONAL JOURNAL OF HOSPITALITY MANAGEMENT, v.86, pp.1 - 10
- Indexed
- SSCI
SCOPUS
- Journal Title
- INTERNATIONAL JOURNAL OF HOSPITALITY MANAGEMENT
- Volume
- 86
- Start Page
- 1
- End Page
- 10
- URI
- https://scholarworks.bwise.kr/hanyang/handle/2021.sw.hanyang/145966
- DOI
- 10.1016/j.ijhm.2019.102446
- ISSN
- 0278-4319
- Abstract
- This research attempted to explore the specific role of a hotel's green physical environment as nature-based solution (NBS) in the customer retention process. Our results showed that the green spaces within a hotel and existing outdoor natural environment as NBS significantly increase guests' perceptions of well-being and self-rated mental health. In addition, our very significant discovery is that among the examined variables, environmental values have a regulatory role. Well-being perception, self-rated mental health, satisfaction, and affective commitment were important mediators. The proposed theoretical framework encompassing NBS factors and these mediators included a strong prediction power for retention. Keeping in line with emerging NBS in environmental behavior and public health, the present study provides a critical guiding framework helping hotel researchers and operators maximize NBS in guest retention process. We discussed the theoretical/practical implications based on the results in detail in the discussion section.
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