Reputation Management and Hotel Booking Intention: The Interdisciplinary Impact of Environmental Sustainability

This chapter develops a model to examine the relationship between hotel reputation and booking intention, focusing on environmental sustainability. It also explores factors influencing hotel reputation, including electronic word of mouth (eWOM), service satisfaction, and brand reputation. A quantitative survey of 620 tourists in Greece yielded 410 valid responses, analyzed with structural equation modeling (SEM) via AMOS 21. Seven hypotheses were tested; five were supported. Results indicate eWOM, service satisfaction, and environmental sustainability significantly impact hotel reputation. The study highlights reputation’s role in hospitality, suggesting that a strong reputation promotes long-term profitability as satisfied customers return and recommend the hotel.