This study examined the interaction effect of sustainable and conventional hotel experience on satisfaction in sustainable hotels. Using a hierarchical linear model, Study 1 analysed 60,725 Tripadvisor review comments from the ten highest-rated sustainable hotels in the USA, and Study 2 conducted a ‘2 × 2’ online experiment. Results empirically confirmed the positive impact of sustainable and conventional hotel experiences on satisfaction. They also demonstrated that how the sustainable and conventional hotel experiences interact can result in varying satisfaction levels. Specifically, a rank order in generating satisfaction was identified, with guests being more satisfied with highly sustainable, low conventional experiences than with low sustainable, high conventional ones. This study contributes to sustainable tourism literature by theoretically and empirically testing how and why the interaction effects on satisfaction occur in sustainable hotels. It provides practical implications for hotels on how to increase satisfaction by strategically integrating sustainable practices with conventional services.

中文翻译：

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什么最重要？可持续的还是传统的酒店体验？互动对住客满意度的影响：混合方法。


本研究考察了可持续酒店体验和传统酒店体验对可持续酒店满意度的交互作用。研究 1 使用分层线性模型分析了来自美国评价最高的十家可持续酒店的 60,725 条猫途鹰评论，研究 2 进行了“2 × 2”在线实验。结果实证证实了可持续和传统酒店体验对满意度的积极影响。他们还证明了可持续和传统酒店体验的相互作用会导致不同的满意度。具体来说，确定了产生满意度的排名顺序，参与者对高度可持续、低传统体验的满意度高于低可持续、高传统体验。本研究通过理论和实证测试可持续酒店对满意度的交互影响如何以及为何发生，为可持续旅游文献做出了贡献。它为酒店如何通过将可持续实践与传统服务战略性地整合来提高满意度提供了实际意义。