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Corporate Social Responsibility at LUX* Resorts and Hotels: Satisfaction and Loyalty Implications for Employee and Customer Social Responsibility

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  • Haywantee Ramkissoon

    (College of Business, Law & Social Sciences, Derby Business School, University of Derby, Derby DE22 1GB, UK
    School of Business & Economics, UiT, The Arctic University of Norway, 1621 Alta, Norway
    College of Business & Economics, Johannesburg Business School, University of Johannesburg, APB 17011 Johannesburg, South Africa)

  • Felix Mavondo

    (Department of Marketing, Monash Business School, Clayton Campus, Monash University, Melbourne, VIC 3000, Australia)

  • Vishnee Sowamber

    (Faculty Research Centre for Financial and Corporate Integrity, Coventry University, Coventry CV1 2TU, UK)

Abstract

Corporate Social Responsibility (CSR) remains a hot topic in management. Yet, little is known about how well managers, employees and consumers are responding to CSR initiatives to align with the 2030 Agenda for Sustainable Development. Underpinned by well-established theories, this study develops a single integrative model of managers’, employees’ and consumers’ CSR. Data were collected from the LUX* group of resorts and hotels located on three Indian Ocean islands: Mauritius, Reunion and the Maldives. Structural equation modelling was employed. Findings reveal: (1) organizational CSR is positively related to employee social responsibility; (2) organizational CSR is negatively associated with customer social responsibility; (3) employee social responsibility is negatively related to customer social responsibility; (4) employee social responsibility is negatively related to customer delight; (5) customer social responsibility is positively related to customer satisfaction; and (6); customer social responsibility is positively related to customer delight. Strategic CSR initiatives with a multi-stakeholder engagement approach are discussed.

Suggested Citation

  • Haywantee Ramkissoon & Felix Mavondo & Vishnee Sowamber, 2020. "Corporate Social Responsibility at LUX* Resorts and Hotels: Satisfaction and Loyalty Implications for Employee and Customer Social Responsibility," Sustainability, MDPI, vol. 12(22), pages 1-22, November.
    • Handle: RePEc:gam:jsusta:v:12:y:2020:i:22:p:9745-:d:449227
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    3. Dong-Shang Chang & Wei-De Wu, 2021. "Impact of the COVID-19 Pandemic on the Tourism Industry: Applying TRIZ and DEMATEL to Construct a Decision-Making Model," Sustainability, MDPI, vol. 13(14), pages 1-28, July.
    4. Elías Domingo‐Posada & Pilar L. González‐Torre & Marta M. Vidal‐Suárez, 2024. "Sustainable development goals and corporate strategy: A map of the field," Corporate Social Responsibility and Environmental Management, John Wiley & Sons, vol. 31(4), pages 2733-2748, July.
    5. Faith Samkange & Haywantee Ramkissoon & Juliet Chipumuro & Henry Wanyama & Gaurav Chawla, 2021. "Innovative and Sustainable Food Production and Food Consumption Entrepreneurship: A Conceptual Recipe for Delivering Development Success in South Africa," Sustainability, MDPI, vol. 13(19), pages 1-20, October.
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