A reflection of greenwashing practices in the hospitality industry: a scoping review

Purpose This review aims to put forth a conceptual understanding of greenwashing. It also identifies the antecedents and consequences of customer perceptions of greenwashing in the hospitality industry in the recent context, which has remained superficial and fragmented in previous studies. Design/methodology/approach Published literature between the years 2000 and 2022 was examined, following the scoping review approach. After screening out irrelevant and duplicate literature, a total of 54 published literature items were considered. Findings Despite a profound understanding of customer perceptions of greenwashing, the findings show that the majority of customer perceptions of greenwashing are determined by the green efforts of hotel operators, through means such as green knowledge sharing, green marketing, the disclosure of green information, resource conservation claims and environmental certification. Additionally, customer perceptions of greenwashing determine a variety of customer green behaviors where customer green attitude plays an intervening role. Practical implications A benefit of the proposed conceptual model for hospitality stakeholders is that it aids in understanding customer suspicion regarding the legitimacy of hotel green practices. The conceptual model of this review, and a 2 × 3 matrix on hotel environmental performance and communication, provides a theoretical lens for scholars and practitioners in the hospitality industry to develop effective green strategies and practices, reducing customer perceptions of greenwashing while positively influencing customer green behavior. This review presents a launching platform from which research on greenwashing in the hospitality industry can skyrocket. Originality/value In previous studies, the conceptual understanding of greenwashing in hospitality has remained inconsistent, shallow and mixed. This review identifies the different and previously deeply underexplored antecedents and consequences of customer perceptions of greenwashing and presents them in a conceptual model.