Influential Article Review - Exploring the Link of CSR and Customer Loyalty in the Hotel Industry

Authors

  • Rudolph Moody
  • Jo Carter
  • Lucy Casey

Keywords:

Customer loyalty, Corporate social responsibility, Corporate reputation, Relationship quality, Service quality, Transparency

Abstract

This paper examines corporate social responsibility. We present insights from a highly influential paper. Here are the highlights from this paper: The purpose of this study was to test how potential customers’ perceptions of a hotel’s corporate social responsibility activities, service quality, and transparency affect relationship quality constructs such as trust, satisfaction, and customer loyalty. Our research design consisted of utilizing a convenience survey of 487American potential hotel customers. We then followed a two-step approach, projecting a measurement model and then analyzing a structural model to test the theoretical relationships between the constructs. The following findings within the context of U.S. hotels show: Corporate social responsibility and reputation had positive relationships with trust and satisfaction, while service quality had a direct effect on customer loyalty. In addition, transparency had a significant influence on customer trust. Customer trust had a significantly positive influence on customer loyalty. The influence of satisfaction on customer loyalty is mediated by trust. This research will contribute to scholarly and managerial debates. For our overseas readers, we then present the insights from this paper in Spanish, French, Portuguese, and German.

Downloads

Published

2019-12-12

How to Cite

Moody, R., Carter, J., & Casey, L. (2019). Influential Article Review - Exploring the Link of CSR and Customer Loyalty in the Hotel Industry. Journal of Leadership, Accountability and Ethics, 16(6). Retrieved from https://articlegateway.com/index.php/JLAE/article/view/3404

Issue

Section

Articles