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With the global rise in electric vehicles (EV) adoption, the hotel sector has new challenges and prospects in meeting EV-driving customers’ needs. This research addresses the limited understanding of how EV charging facilities impact customer satisfaction and decision-making through three studies. Study 1 (N = 2,248 hotels) analyzes the effect of EV chargers on customer satisfaction ratings using TripAdvisor and STR data. Study 2 (N = 454) investigates how EV ownership and charger availability shape customer attitudes and behavioral intentions. Study 3 (N = 495) explores how EV charging pricing influences booking behavior under the boundary condition of hotel length-of-stay. Results show that EV infrastructure significantly enhances customer satisfaction, green brand image, and booking behavior. Moreover, customers staying short length-of-stay favor bundled pricing, while long length-of-stay prefer unbundled pricing. This research provides insights into how technological trends are influencing customer behaviors and business strategies within the hospitality industry.
Hu et al. (Mon,) studied this question.