Hotels are increasingly moving away from daily room cleaning. Offering room cleaning only upon request has been proven to reduce emissions and save hotels money. However, effective communication is crucial to preserve guest satisfaction. There is a research gap on how to best communicate such default changes and whether different messaging approaches can either increase their efficacy or reduce their effectiveness (e.g., by causing reactance). In a survey experiment (N = 800), we tested different theory-derived messages to accompany changes to room cleaning procedures. Several messaging strategies in combination with a default change proved promising: they reduced intended room cleaning requests while preserving satisfaction ratings. In contrast, a default change alone (without a theory-driven message) was ineffective and reduced satisfaction. In a field experiment, we confirmed the effectiveness of one specific message (leveraging the level of control) in combination with a default change: room cleans were reduced from 99% to 45% whilst maintaining guest satisfaction. Theoretically, our findings point to the effectiveness of combining default changes with theory-derived messages. Practically, we put forward an intervention that hotels can immediately and easily adopt.

中文翻译：

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在不降低客人满意度的情况下传达对酒店房间清洁的默认更改


酒店越来越多地远离日常房间清洁。仅应要求提供房间清洁已被证明可以减少排放并节省酒店资金。然而，有效的沟通对于保持客人的满意度至关重要。关于如何最好地传达这些默认变化，以及不同的消息传递方法是否可以提高其有效性或降低其有效性（例如，通过引起 Reactance），存在研究空白。在一项调查实验 （N = 800） 中，我们测试了伴随房间清洁程序变化的不同理论衍生信息。事实证明，几种消息传递策略与默认更改相结合是有前途的： 它们减少了预期的房间清洁请求，同时保持了满意度评级。相比之下，单独的默认更改（没有理论驱动的信息）是无效的，并且会降低满意度。在一项现场实验中，我们确认了一条特定消息（利用控制水平）与默认更改相结合的有效性：房间清洁度从 99% 降低到 45%，同时保持客人满意度。从理论上讲，我们的研究结果指出了将默认变化与理论衍生信息相结合的有效性。实际上，我们提出了一种酒店可以立即轻松采用的干预措施。