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The impacts of corporate social responsibility, service quality, and transparency on relationship quality and customer loyalty in the hotel industry

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  • Sung-Bum Kim

    (Inha University)

  • Dae-Young Kim

    (University of Missouri)

Abstract

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.

Suggested Citation

  • Sung-Bum Kim & Dae-Young Kim, 2016. "The impacts of corporate social responsibility, service quality, and transparency on relationship quality and customer loyalty in the hotel industry," Asian Journal of Sustainability and Social Responsibility, Springer, vol. 1(1), pages 39-55, December.
    • Handle: RePEc:spr:ajossr:v:1:y:2016:i:1:d:10.1186_s41180-016-0004-1
    DOI: 10.1186/s41180-016-0004-1
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    Cited by:

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    2. Cristóbal Parra Quesada & Manuela Cañizares Espada, 2024. "Relationship of market capitalization of the IBEX 35 to corporate social responsibility and transparency," Corporate Social Responsibility and Environmental Management, John Wiley & Sons, vol. 31(4), pages 3551-3572, July.
    3. Sajid Rahman Khattak & Muhammad Nouman & Muhammad Fayaz & Laura Mariana Cismaș & Lucia Negruț & Constantin Viorel Negruț & Sultan Salem, 2021. "Corporate Social Responsibility and Employee Green Behavior in the Hospitality Industry: A Cross-Country Study," Sustainability, MDPI, vol. 13(19), pages 1-15, September.
    4. Waris Ali & Yu Danni & Badar Latif & Rehana Kouser & Saleh Baqader, 2021. "Corporate Social Responsibility and Customer Loyalty in Food Chains—Mediating Role of Customer Satisfaction and Corporate Reputation," Sustainability, MDPI, vol. 13(16), pages 1-15, August.

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