Author(s): Agbemabiese George Cudjoe, Nyamekye Michael Boadi, Muniru Mohammed Husseini, Andoh Juliana Aku-Shika and Okoe Quarcoe Joel
Even though scholars have examined the performance effects of hotel sustainability practices, a call to further examined an all-encompassing hotel sustainability framework, and how individual elements of the framework impact on customer citizenship behavior has received a dearth of research. The purpose of this paper is to fill these gaps in the literature. Using a quantitative approach, a total of 358 valid responses were received from hotel customers. Structural equation modeling was used for data analysis. Out of the six examined hypotheses, four namely air and noise quality management, energy sustainability practices and waste management practices were sufficient in predicting customer citizenship behavior, whereas food sustainability practices and water conservation practices have no significant effect on customer citizenship behavior. Sustainability practices and customer citizenship behavior measures focused on customer experience without including perceptions of management. More prominently, this study examines the influence of different elements of hotel sustainability practices to customer citizenship behavior. Originality/value – This research is one of the few attempts to examine a comprehensive framework of hotel sustainability practices and customer citizenship behavior in an emerging country context. Therefore, the study offers useful insights into how hotel sustainability practices influence customer citizenship behavior.