The Gen Z attitude-behavior gap in sustainability-framed eWOM: A generational cohort theory perspective

IF 8.3 1区管理学 Q1 HOSPITALITY, LEISURE, SPORT & TOURISM

International Journal of Hospitality Management Pub Date : 2025-03-24 DOI:10.1016/j.ijhm.2025.104194

David D’Acunto , Raffaele Filieri , Fevzi Okumus

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引用次数: 0

Abstract

Generational Cohort Theory (GCT) posits that consumers’ attitudes, values, and behaviors are influenced by the generational cohort they belong to. While Generation Z is often portrayed as socially and environmentally conscious, limited empirical research has examined their actual online engagement with sustainability issues. This study builds on GCT to explore how Gen Z participates in electronic word-of-mouth (eWOM) regarding hotels’ sustainability practices, focusing on environmental, socio-economic, and cultural aspects. Analyzing 495,000 online reviews using text analytics and regression analysis, the study reveals an attitude-behavior gap: Gen Z is less engaged in sustainability-related eWOM than other cohorts. The Silent Generation and Gen X show higher engagement with environmental and socio-economic issues, respectively, while Millennials focus on cultural dimensions. Furthermore, when Gen Z discusses sustainability, environmental content positively relates to ratings, while social and cultural aspects show negative associations. These findings offer insights for tailoring hotels’ sustainability communications to different generational segments.

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可持续性框架下eoms中的Z世代态度-行为差距：代际队列理论视角

代际队列理论（GCT）认为消费者的态度、价值观和行为受到其所属代际队列的影响。虽然Z世代经常被描述为具有社会和环境意识，但有限的实证研究调查了他们在网上实际参与的可持续发展问题。本研究以GCT为基础，探讨Z世代如何参与酒店可持续发展实践的电子口碑（eom），重点关注环境、社会经济和文化方面。该研究利用文本分析和回归分析对49.5万条在线评论进行了分析，揭示了一种态度-行为差距：Z世代与其他群体相比，较少参与与可持续发展相关的电子商务活动。沉默的一代和X一代分别对环境和社会经济问题表现出更高的参与度，而千禧一代则更关注文化层面。此外，当Z世代讨论可持续性时，环境内容与评分呈正相关，而社会和文化方面则呈负相关。这些发现为酒店针对不同的代际群体量身定制可持续发展沟通提供了见解。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

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来源期刊

International Journal of Hospitality Management HOSPITALITY, LEISURE, SPORT & TOURISM-

CiteScore

21.20

自引率

9.40%

发文量

218

审稿时长

85 days

期刊介绍： The International Journal of Hospitality Management serves as a platform for discussing significant trends and advancements in various disciplines related to the hospitality industry. The publication covers a wide range of topics, including human resources management, consumer behavior and marketing, business forecasting and applied economics, operational management, strategic management, financial management, planning and design, information technology and e-commerce, training and development, technological developments, and national and international legislation. In addition to covering these topics, the journal features research papers, state-of-the-art reviews, and analyses of business practices within the hospitality industry. It aims to provide readers with valuable insights and knowledge in order to advance research and improve practices in the field. The journal is also indexed and abstracted in various databases, including the Journal of Travel Research, PIRA, Academic Journal Guide, Documentation Touristique, Leisure, Recreation and Tourism Abstracts, Lodging and Restaurant Index, Scopus, CIRET, and the Social Sciences Citation Index. This ensures that the journal's content is widely accessible and discoverable by researchers and practitioners in the hospitality field.