The DOI matches its Crossref record; 114 of the 114 references it cites were found in a registry or an index.
Corporate social responsibility (CSR) and customer loyalty in the hotel industry: A cross-country study
Open accessAbstract
Abstract The study examines the role of customer perceptions of CSR in improving customer loyalty by exploring its direct and mediated effects through service quality, customer satisfaction, corporate image and corporate reputation in a cross-country setting. Data from Pakistan, China, and Italy was collected through surveys to explore customers’ hotel experiences. The hypotheses were tested with SmartPLS-3. Findings for the overall sample revealed that CSR affected customer loyalty positively and significantly. Nonetheless, this relationship was insignificant in the samples from Pakistan and Italy, while it was found to be only partially significant in China. The findings also revealed a direct, positive and significant impact of CSR on service quality, customer satisfaction, corporate image and corporate reputation. The direct relationships among all these variables were also significant across samples. Customer satisfaction and corporate image were identified as significant mediators of the CSR-loyalty link, but service quality and corporate reputation were found insignificant.
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Metadata
- Authors
- Latif, K. F., Pérez, A., & Sahibzada, U. F.
- Venue
- International Journal of Hospitality Management
- Publisher
- Elsevier BV
- Published
- 2020-08
- Volume
- 89
- Pages
- 102565
- ISSN
- 0278-4319 (ISSN-L)
- OpenAlex
- W3032985951
- Cited by
- 281
- References
- 114
- FWCI
- 39.93
- Type
- journal article
- Language
- en
- Open access
- green
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- Latif, K. F., Pérez, A., & Sahibzada, U. F. (2020). Corporate social responsibility (CSR) and customer loyalty in the hotel industry: A cross-country study. International Journal of Hospitality Management. https://doi.org/10.1016/j.ijhm.2020.102565
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Contains information from the Semantic Scholar Academic Graph Datasets, made available under the ODC Attribution License (ODC-BY 1.0).
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