Corporate social responsibility and customer satisfaction among US publicly traded hotels and restaurants |
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| Authors: | Seoki Lee Cindy Yoonjoung Heo |
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| Institution: | aSchool of Tourism and Hospitality Management, Temple University, 1700 N. Broad Street, Suite 201-F, Philadelphia, PA 19121, United States;bSchool of Tourism and Hospitality Management, Temple University, 1700 N. Broad Street, Suite 201, Philadelphia, PA 19121, United States |
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| Abstract: | This study, by performing a path regression analysis, examines a mediating effect of customer satisfaction between corporate social responsibility (CSR) activities and firm value for US hotels and restaurants. Further, the study differentiates positive and negative CSR activities in the analysis. Findings suggest that the customer satisfaction does not play a role of a mediator between the two factors for both hotels and restaurants. |
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| Keywords: | CSR Positivity effect Negativity effect Customer satisfaction Mediating effect |
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