Please use this identifier to cite or link to this item: https://hdl.handle.net/10419/217366 
Year of Publication: 
2016
Citation: 
[Journal:] Asian Journal of Sustainability and Social Responsibility (AJSSR) [ISSN:] 2365-6417 [Volume:] 1 [Issue:] 1 [Publisher:] Springer [Place:] Cham [Year:] 2016 [Pages:] 39-55
Publisher: 
Springer, Cham
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.
Subjects: 
Customer loyalty
Corporate social responsibility
Corporate reputation
Relationship quality
Service quality
Transparency
Persistent Identifier of the first edition: 
Creative Commons License: 
cc-by Logo
Document Type: 
Article

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