CSR and financial performance: The role of CSR awareness in the restaurant industry

Initiatives for corporate social responsibility (CSR) often have served business as a source of competitive advantage. However, despite firms’ attempts to capitalize on their CSR efforts, stakeholders’ low awareness of these initiatives makes it difficult to realize the full value of the strategic CSR. In this study, we propose and test in the context of the restaurant industry whether CSR awareness, measured by CSR media coverage, moderates the relationship between the social and financial performance. Our results support the notion that stakeholders’ CSR awareness affects the manner in which CSR initiatives can result in financial gain. Our research has implications both for firms’ investment policies in social initiatives and for highlighting the importance of communicating CSR initiatives to relevant stakeholders.     

In-flight NCCI management by combining the Kano model with the service blueprint: A comparison of frequent and infrequent flyers

This study explores the components of negative customer-to-customer interaction (NCCI) regarding the in-flight service delivery process, classifies service quality attributes using the Kano model, identifies differences between groups in the classification of each attribute based on annual flying frequency, and introduces a service blueprint for in-flight NCCI management that includes customer satisfaction and dissatisfaction coefficients. The 26 NCCI management items were derived through focus group interviews and classified with Kano's model using data collected from 350 passengers who had experiences with international flying. Also, some NCCI management quality characteristics reflecting frequent flyers' needs were found to be distinct from those of infrequent flyers. Finally, the study produced a service blueprint for in-flight NCCI management with specific Kano quality categories as well as customer satisfaction and dissatisfaction coefficients. This research contains significant challenge in methodological integration by merging Kano's model with the service blueprint approach in the tourism research field.     

The Indirect Effects of Destination Image on Destination Loyalty Intention Through Tourist Satisfaction and Perceived Value: The Bootstrap Approach

This study proposes a multiple mediation model, in which destination loyalty intention is jointly influenced by the interplay among destination image, tourist satisfaction, and perceived value. Data were collected on Hainan Island, China and a total of 371 observations with 5,000 bootstraps were analyzed using the structural equation modeling technique. The results indicate that all possible single and multiple meditational effects within the model are substantiated. The meditational effects as well as the bootstrap approach employed to detect these effects contribute to the tourism literature significantly. Theoretical and managerial implications are discussed in the context of tourism marketing and destination management. This work was jointly supported by The National Natural Science Fund of P. R. China (71262032) and by Hainan University, P. R. China (Kyqd:1230). View all notes     

The impact of CSR on relationship quality and relationship outcomes: A perspective of service employees

Corporate social responsibility (CSR) has gained increasing attention over the past decade. While many studies examined an impact of CSR on consumers, only dearth of research is found that attempts to understand the impact of CSR on employees from the relationship marketing perspective. The purpose of this study is to investigate the role of CSR in predicting relationship quality and relationship outcomes. The four dimensions of CSR used in the study include economic, legal, ethical, and philanthropic aspects. Data were collected via survey from employees of franchised foodservice enterprises located in South Korea. The findings of the study show that not all dimensions of CSR have the same effect on relationship quality. While economic and philanthropic dimensions have a significant influence on organizational trust, only ethical dimension has a positive effect on job satisfaction. As expected, relationship quality has a significant impact on relationship outcomes.     

Effect of Management Practices on Actual ICT Application in Kenyan Hotels: A PLS-SEM Approach

Advances in information communication technology (ICT) has seen many hotels invest huge sums of money in ICTs to enhance their performance. However, this has never been the case for most hotels in economically developing countries due to poor ICT implementation. This study sought to establish how ICT-related management practices influence actual ICT application by hotels in Kenya. A total of 194 hotel managers drawn from 36 hotels were surveyed. The data collected was analyzed quantitatively. The outcomes show that though operational management and human resource management practices significantly predict actual ICT application, HRM practices have the biggest effect in explaining the variance in actual ICT application. The study finding offer insights to best management practices and how they influence actual ICT use in hotels.     

Understanding the dynamics of the quality of airline service attributes: Satisfiers and dissatisfiers

This research aims to determine the relationship between the quality of airline service attributes and overall satisfaction. Although a number of relevant studies have reported a linear relationship (or symmetric effect) between the two concepts, this work suggests that attribute quality exerts heterogeneous effects on satisfaction or dissatisfaction. A total of 157,035 consumer data from online reviews have been analyzed to achieve the research objective. In accordance with Herzberg, Mausner, and Snyderman’s (1959) two-factor theory, the findings of this research have determined that the quality of certain service attributes, such as cleanliness, food and beverages, and in-flight entertainment, affects the variations of positive ratings as a satisfier. Other airline service attributes, such as customer service and check-in and boarding, influence the deviations of negative ratings as a dissatisfier. Apart from airline attributes, the individual features and types of airline products have been estimated to improve the understanding of such relationships. In this regard, this study provides important implications to customer-centric marketing in an airline marketplace.     

An examination of the links between corporate social responsibility (CSR) and its internal consequences

The purpose of this study is to examine the links between Corporate Social Responsibility (CSR) and its internal consequencesusing the hotel employees' CSR perception, Quality of Working Life (QWL), affective commitment, organizational citizenship behavior (OCB), and job performance. Although CSR has been widely studied from the perspective of employees, no previous study has related it to QWL in the field of hospitality research. Applying relevant theories, the study empirically substantiates the connection between the constructs and provides theoretical and practical implications. The results, drawn from data collected from hotel employees in upscale hotels in South Korea, show that hotel employees' CSR perception of the firm positively influences their QWL, affective commitment, and organizational citizenship behavior, which, in turn, enhance their job performance.     

EPU and financial performance in the hospitality and tourism industry: Moderating effect of CSR,institutional ownership and cash holding

The purpose of this study is to examine the effect of policy-related economic uncertainty (EPU) on the financial performance of hospitality and tourism companies. More precisely, the study aims at revealing how the performance of hospitality and tourism companies is affected at times of increasing EPU, and the role of corporate social responsibility (CSR) engagement, institutional ownership and cash holding to moderate this proposed relationship. The study’s sample includes a total of 113 companies from the hotel, restaurant and airline industries for the period 2001-2018. Hypotheses are tested via two-way fixed-effect regression. The study finds that increasing EPU is detrimental to firm performance presented in declining Tobin’s Q. However, the magnitude of this negative effect on firm performance becomes less pronounced as firms engage more in CSR, have larger fraction of institutional ownership and hold larger cash and cash equivalents     

Corporate social responsibility and employee attitudes: evidence from a study of Polish hotel employees

This study, based on data collected from low-ranking employees working in Polish hotels, tests a research model that investigates whether there are links between corporate social responsibility (CSR), operationalized as “self-related” CSR experiences and “others-related” CSR experiences, and job satisfaction and organizational commitment, and between both attitudes and work engagement. Structural equation modelling was used to assess these relationships, using a 20 point questionnaire answered by 412 respondents. The results indicate that “others-related” CSR experiences are positively associated with satisfaction and commitment, while “self-related” CSR experiences with the latter variable. Likewise, organizational commitment, unlike job satisfaction, was linked to work engagement. However, contrary to our a priori assumptions and prior research, it turned out that job satisfaction was not a predictor of commitment. The paper discusses theoretical and practical implications of the findings. The study's most important practical implication is that Polish hotel employees attach weight to responsible behaviour: the hotel industry should perceive CSR in terms of strategic significance. Companies that want a committed and engaged workforce – and, by extension, to enhance their competitiveness – should embrace CSR. The paper concludes by highlighting its limitations and suggesting future research avenues.     

In-Flight Service Performance and Passenger Loyalty: A Cross-National (China/Korea) Study of Travelers Using Low-Cost Carriers

While a moderate amount of empirical research has been conducted on passenger loyalty in the low-cost airline industry, there has been no research on the impacts of in-flight core- and encounter-service performance, perceived value, satisfaction, trust, or cultural influences on passenger loyalty. This study looked at these impacts in cross-national field research involving China and Korea. A survey was conducted on international flights between Busan and Qingdao. A total of 346 cases were used in data analysis. Results of the structural model showed that the proposed theoretical relationships were all significant; in-flight encounter-service performance was prominent, and value, satisfaction, and trust had a significant mediating impact. In addition, findings from the metric invariance revealed that the strength of the relationships, particularly among service performances, value, and satisfaction in the proposed model, significantly differed across Chinese and Korean passenger groups. The authors highlight key practical and research implications.     

Sustainability awareness,management practices and organisational culture in hotels: Evidence from developing countries

The subject of sustainability and it its management in the hotel context is somewhat volatile with varied evidence in support of different viewpoints. This study, adopting Situated Cognition (SC), explores the role of organisational culture in sustainability practice and awareness among hotel practitioners. The findings from this study reveal that management practice of sustainability has strong relationship with both organisational culture and employees’ sustainability awareness. However, organisational culture only mediates the relationship between sustainability awareness and management on country to country basis. The study recommends that owner-managers need to realise the importance of building up a robust organisational culture particularly in support of their sustainability management and empowerment of their staff.     

CSR and customer loyalty: The roles of trust,customer identification with the company and satisfaction

Corporate social responsibility (CSR) has become a crucial construct in hospitality companies. One of the main reasons is due to the idea that CSR influence consumer loyalty. This paper presents a model of influence of CSR on hotel customer loyalty by simultaneously including trust, customer identification with the company and satisfaction as mediators by showing the direct and indirect effects among these constructs. In the proposed model, loyalty is indirectly affected by perceived CSR, via the mediation of trust, identification and satisfaction. Empirical testing using a survey of Spanish hotel consumers confirms most of our hypothesized effects except the effect of customer trust on customer identification with the company. Finally, managerial implications and limitations of our findings are discussed.     

Predictors of Interpersonal Growth in Volunteer Tourism: A Latent Curve Approach

Volunteer travel has become a substantial market segment in the tourism industry. Case studies have documented the effects of volunteer travel on participants and host communities. The purpose of this quantitative study was to determine the impact of volunteer travel experiences on the openness, civic attitudes, and wisdom of college participants and to elucidate predictors of positive growth in these intended outcomes. A multivariate latent growth model was tested to determine the nature of growth trajectories. Results indicate that the program had positive immediate impacts on all dependent variables. Evidence of continued growth was found one month after the experience in a follow-up assessment. Participants involved in leadership roles and those who engaged in regular personal reflection demonstrated stronger long-term growth.     

A multilevel investigation of the link between ethical leadership behaviour and employees green behaviour in the hospitality industry

The present study develops a multilevel model that examines the effects of supervisory ethical leadership behavior at the team level on employees green behaviour mediated by CSR at the organisational level, employees well-being, and taking responsivity at the individual level. Data were collected from a sample of 936 supervisors and 2284 employees from 184 hotels in United Arab Emirates. Utilizing multisource data and multilevel path analysis, the results indicated that supervisory ethical leadership behavior has indirect effect on green behavior through CSR, employees-wellbeing and taking responsibility behavior. These findings provide important implications for ethical leadership-green behavior link by developing and validating a multilevel model empirically in the hospitality industry.     

酒店业与物管业的管理模式比较及其联盟业态创新

文章比较了酒店业与物管业在管理模式上的异同.文章认为,酒店业与物管业同属服务行业,两者在产品本质、服务内容、管理方法和文化特质上具有相通性,这为两个行业的战略联盟提供了内在基础.文章据此分析了两个行业的战略联盟形式,及其所带来的业态创新发展,并对联盟的运作提出了具体的管理措施.     

旅游业与经济增长的非线性门槛效应——基于面板平滑转换回归模型的实证分析

旅游业会通过溢出效应对经济增长产生非线性影响,但尚缺乏相关经验证据.文章基于1999-2013年省级面板数据,以旅游业发展水平作为转换变量,采用面板平滑转换回归模型(PSTR),对旅游业与经济增长之间的非线性关系进行了实证检验.结果表明:旅游业对经济增长具有正向促进效应,旅游导向型经济增长假说在中国真实有效;旅游业与经济增长之间的关系存在非线性的旅游业门槛效应,旅游业发展水平与旅游业经济影响效应显著负相关.随着旅游业发展水平的提高,旅游业经济影响效应处于高机制,当旅游业发展跨越门槛值之后,旅游业经济影响效应处于低机制,旅游业发展会弱化其对经济增长正向影响的边际效应.因此,可通过优化旅游产业结构和强化经济增长其他决定因素对旅游业的外部性效应,来保持旅游业对经济增长的稳定持续贡献.     

Modeling Japanese Tourism Demand for Asian Destinations: A Dynamic AIDS Approach

This paper investigates the expenditure allocation of Japanese international tourism in its five major Asian destinations, China, Hong Kong, Korea, Taiwan, and Thailand. The dynamic of linear approximation the almost ideal demand system is used to determine the long-run equilibrium while the short-run dynamics are represented by an error correction mechanism. The empirical results indicate that the changes in market shares of Japanese outbound tourism are significantly influenced by the changes in tourists' expenditure, rather than the changes in relative tourism prices. The results show that Japan expenditure rises, the market share of Taiwan and Thailand declines, while Korea benefits. In addition, price competitiveness is important for Japanese demand for Korea, but is relatively unimportant for the other destinations.     

The effects of product diversification on firm performance and complementarities between products: A study of US casinos

In spite of the growing importance of product diversification strategy and the existence of varying degrees of product diversity in the US casino industry, research of the effect of product diversification on firm performance has been sparse. By examining the impact of the degree of product diversification on both financial market- and accounting-based firm performance of sampled US casinos and complementarities between products, this study attempts to fill the gap in the hospitality literature. Results of this study show an inverse U-shaped relationship between the degree of product diversification and firm performance and complementarities between gaming business and food and beverage (F&B) business. These findings suggest that US casinos take into account both costs and benefits associated with product diversification, and consider F&B operations more preferentially as a supplementary business when implementing product diversification strategy.     

Effect of CSR activities on meaningfulness,compassion, and employee engagement: A sense-making theoretical approach

Despite growing recognition of CSR’s importance in hospitality industry, empirically-derived insight into its drivers, dynamics, and outcomes remains limited, as investigated in this study. Built on the sense-making theoretical perspective to explore the effect of CSR activities on employee engagement while examining the mediating role of meaningfulness and compassion on the relationship between CSR and employee engagement. To investigate our hypotheses, we conducted a questionnaire survey among 350 employees of selected luxury hotels in New Delhi, India. The results reveal CSR’s positive effect on employee engagement. In addition, meaningfulness and compassion partially mediate the association of CSR with employee engagement. This study identifies how CSR activities bring out a helping behavior in the form of compassionate acts, and offer meaning to employees in the hospitality context that is, otherwise, paralyzed by work-life imbalances and employee cynicism.     

Corporate social responsibility (CSR) and customer loyalty in the hotel industry: A cross-country study

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.