A hotel sustainability business model: evidence from Slovenia

Abstract This research explores and develops a hotel sustainability business model (HSBM) to study the sustainability orientation of the Slovenian hotel industry. Based on a comparative analysis of the existing sustainability and triple bottom line models, the usual content of a three-line HSBM (economic, environmental and sociocultural) was extended to include customer satisfaction, environmental education and power to implement changes. Financial, marketing and tourism sustainability experts investigated best practices in sustainability measurements and gathered appropriate sustainability indicators; expert opinion and the Delphi method refined and reduced an initial 79 indicators to 36 operational indicators, able to fulfil the HSBM's sub-categories within the extended triple bottom line. The HSBM's concept was used to study the sustainability of Slovenian hotel firms to reveal how important these indicators are for hotel managers and do they monitor them. Results indicated strong importance and measurement of economic and marketing indicators, such as profitability and customer satisfaction. Following the socialist tradition, companies recognise the importance of human resources, but the importance of environmental education and awareness building, biodiversity, and the establishment of partnerships with stakeholders to implement sustainable tourism development are neglected. Economic performance was, for example, monitored by 66% of respondents, environmental performance by 28% and social performance by 42%. 首尔的艺术旅游:以旅游者出发的表演艺术作为一种可持续性的特定市场 该文章探讨了入境旅游市场,旅游者为主的当地表演艺术作品和对全球文化牌子在当地文化中造成的侵蚀性的影响的对策之间的复杂关系。在首尔,调查研究了在七大旅游者为主的表演艺术中心的中国,日本,东南亚和西方观众的忠诚度。市场分区,市场目标制定和市场定位(STP)这样的分析步骤来确定市场分区和相对应的观众国籍。多重逆行分析法检查了艺术产品的表演,服务和满意度之间的关系。旅行模式显示出艺术为主的旅游者以中国人,日本人和西方人更为普遍;而东南亚旅游者中多数并不以艺术为中心。艺术制作的认知体现了日本游客更容易选择首尔作为观看表演艺术的目的地。西方游客对制作的满意度最高;总体来说,舞台上的表演质量对观众的忠诚度来说是最重要的。STP过程确认了四大市场分区和每个分区的特定市场营销战略;对艺术制作提供的可持续性的指导方针。该文章论证了当地文化的可持续性和目标锁定于文化旅游艺术分区中本地产品的特定战略市场分区之间的联系。 Keywords: sustainability business modelsustainability indicatorsenvironmental performancehotel sectorSlovenia关键词: 酒店管理经济可持续性环境指标社会经济影响可持续性旅游环境态度 Acknowledgements The research in this paper was in part supported by the Slovenian Research Agency and in part by the Ministry of the Economy grant no. V5-0413, Defining the model for measuring the performance in hotel companies. The authors acknowledge the constructively critical comments from the journal referees, which helped improve the paper.