Bitte verwenden Sie diesen Link, um diese Publikation zu zitieren, oder auf sie als Internetquelle zu verweisen: https://hdl.handle.net/10419/217366 
Erscheinungsjahr: 
2016
Quellenangabe: 
[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
Verlag: 
Springer, Cham
Zusammenfassung: 
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.
Schlagwörter: 
Customer loyalty
Corporate social responsibility
Corporate reputation
Relationship quality
Service quality
Transparency
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