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首页> 外文期刊>Asian Journal of Sustainability and Social Responsibility >The impacts of corporate social responsibility, service quality, and transparency on relationship quality and customer loyalty in the hotel industry
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The impacts of corporate social responsibility, service quality, and transparency on relationship quality and customer loyalty in the hotel industry

机译：企业社会责任，服务质量和透明度对酒店业关系质量和客户忠诚度的影响

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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.
机译：摘要这项研究的目的是测试潜在客户对酒店的企业社会责任活动，服务质量和透明度的看法如何影响关系质量结构，例如信任，满意度和客户忠诚度。我们的研究设计包括对487个美国潜在酒店顾客的便利度调查。然后，我们遵循两步法，投影测量模型，然后分析结构模型以测试构造之间的理论关系。在美国酒店范围内的以下发现表明：企业的社会责任感和声誉与信任和满意度有着积极的关系，而服务质量对客户忠诚度具有直接影响。此外，透明度对客户信任度有重大影响。客户信任度对客户忠诚度产生了显着的积极影响。满意度对客户忠诚度的影响是通过信任来实现的。这项研究将有助于学术和管理辩论。

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