Open AccessUsing quality function deployment for environmentally sustainable hotels: a combined analysis of customer and manager point of view
Author(s) -
Fatma Pakdil,
Feride Bahar Kurtulmuşoğlu
Publication year - 2017
Publication title -
european journal of tourism research
Language(s) - English
Resource type - Journals
SCImago Journal Rank - 0.467
H-Index - 16
eISSN - 1314-0817
pISSN - 1994-7658
DOI - 10.54055/ejtr.v16i.288
Subject(s) - business , sustainability , software deployment , environmental economics , service quality , marketing , quality function deployment , environmental scanning , process management , electricity , environmental compliance , service (business) , function (biology) , environmental resource management , environmental management system , computer science , new product development , engineering , environmental protection , economics , ecology , environmental science , evolutionary biology , irrigation , electrical engineering , biology , operating system
This paper aims to integrate customers’ and managers’ environmental priorities into service delivery design processes. The main research question in this study is to determine the most significant environmental priorities of customers and managers at hotels. To achieve this aim, Quality Function Deployment is implemented as a tool, combining customer expectations and environmental strategies in service design activities. Customers and managers collectively focus to increase environmental sustainability in hotels in several areas such as the presence of the hotel not causing any harm to the environment, the compliance of hotel with surrounding nature, the presence of automatic electricity control, and the effective use of energy and water lavatories containing automatic water saving systems. The primary design characteristics that meet customer expectations and improve environmental sustainability at hotels are the economic use of electricity, water saving systems, use of natural materials, and adequacy of systems not harming environment and human.