skip to main content
Language:
Search Limited to: Search Limited to: Resource type Show Results with: Show Results with: Search type Index

Social responsibility influence on customer trust in hotels: mediating effects of reputation and word-of-mouth

Tourism review (Association internationale d'experts scientifiques du tourisme), 2017-01, Vol.72 (1), p.1-14 [Peer Reviewed Journal]

Emerald Publishing Limited ;Emerald Publishing Limited 2017 ;ISSN: 1660-5373 ;EISSN: 1759-8451 ;DOI: 10.1108/TR-09-2016-0037

Full text available

Citations Cited by
  • Title:
    Social responsibility influence on customer trust in hotels: mediating effects of reputation and word-of-mouth
  • Author: Jalilvand, Mohammad Reza ; Nasrolahi Vosta, Leila ; Kazemi Mahyari, Hamze ; Khazaei Pool, Javad
  • Subjects: Competitive advantage ; Corporate responsibility ; Customer relations ; Customers ; Hospitality industry ; Hotels & motels ; Perceptions ; Restaurants ; Social responsibility ; Stakeholders ; Studies ; Word of mouth advertising
  • Is Part Of: Tourism review (Association internationale d'experts scientifiques du tourisme), 2017-01, Vol.72 (1), p.1-14
  • Description: Purpose This paper aims to model and test the relationships between corporate social responsibility (CSR), corporate reputation (CR), word-of-mouth (WOM) behavior and customer trust (CT) within the hotel context. Design/methodology/approach A questionnaire survey was conducted among 300 hotel guests. Following a two-step approach, a measurement model was estimated and then a structural model was analyzed to test six proposed hypotheses. Findings The research results show that CSR has a direct and positive effect on CT, CR and WOM; CSR has an indirect and positive influence on CT via CR and WOM as mediating variables; CR is a significant antecedent of WOM; and CR and WOM are positively associated with CT. Originality/value The research examines the relationship among CSR, CR, WOM and CT, thus contributing to hospitality management literature theoretically. In addition, relevant implications are provided for managers as to how to improve CT in service industries.
  • Publisher: Bingley: Emerald Publishing Limited
  • Language: English
  • Identifier: ISSN: 1660-5373
    EISSN: 1759-8451
    DOI: 10.1108/TR-09-2016-0037
  • Source: ProQuest Central
Back to results list
INSPIRE LIBRARY - TON DUC THANG UNIVERSITY (84-028) 37 755 057 Feedback
19 Nguyen Huu Tho St. Dist.7, HCM thuvien@tdtu.edu.vn

Copyright © 2017 INSPIRE LIBRARY - TON DUC THANG UNIVERSITY

Searching Remote Databases, Please Wait