Service Quality Improvement Driven by ESG Practices: An Exploration of Sustainable Operation Models in Taiwan's Hotel and Inn Industry
(Pages 35-48)Tzu-Chun Sheng1, Che-Yi Su2,* and Yi-Hsin Yang1
1Department of Business Administration, Ling Tung University, No. 1, Lingdong Rd., Nantun Dist., Taichung City 408, Taiwan (R.O.C.)
2General Education Center, Asia University, Wufeng Dist., Taichung City 413, Taiwan (R.O.C.)
DOI: https://doi.org/10.55365/1923.x2026.24.04
Abstract:
This study examines the impact of environmental, social, and governance (ESG) practices on service quality in Taiwan's hotel and lodging industry. With growing global attention to sustainable development, consumers and investors are increasingly prioritizing companies' ESG performance. This study employed semi-structured interviews with industry experts to understand how ESG factors influence service quality, customer satisfaction, and brand loyalty in Taiwan's hotel and lodging industry. The results show that proactive ESG practices not only enhance hotels' market competitiveness but also improve customer experience and employee satisfaction. In particular, efforts in energy conservation and carbon reduction, waste management, social responsibility, and corporate governance contribute to the hotel and lodging industry's sustainable development goals. Based on these interview findings, the study offers several recommendations, including how to effectively integrate ESG strategies to enhance service quality and calls for greater ESG support from policymakers. This study provides practical insights for Taiwanese hotel and lodging industry players and policymakers, fostering the industry's long-term development amidst global ESG trends.
Keywords:
ESG, service quality improvement, sustainable development, Taiwan hotel industry.
JEL classification:
L83; M14; Q56.
How to Cite:
Tzu-Chun Sheng, Che-Yi Su and Yi-Hsin Yang. Service Quality Improvement Driven by ESG Practices: An Exploration of Sustainable Operation Models in Taiwan's Hotel and Inn Industry. [ref]: vol.24.2026. available at: https://refpress.org/ref-vol24-a4
Licensee REF Press This is an open access article licensed under the terms of the Creative Commons Attribution Non-Commercial License (http://creativecommons.org/licenses/by-nc/3.0/) which permits unrestricted, non-commercial use, distribution and reproduction in any medium, provided the work is properly cited.