How Corporate Social Responsibility Impacts Employee Identification, Psychological Benefit, and Customer Orientation in Hospitality Industry?

The literature supports the notation that corporate social responsibility(CSR)plays a vital role in engaging consumers and establishing strong relationships with the organizations.However,CSR needs to be comprehensively studied as internal marketing to motivate employees to improve customer services by fulfilling their needs.Accordingly,the current study determines the impact of CSR congruence and efficacy on employee-customer identification,psychological benefit,and customer orientation in the hospitality industry of Pakistan.The data from 276 frontline employees were collected using a purposive sampling technique through self-administered questionnaires and structural equation modeling was used to test the research hypotheses.The results found that perceived CSR congruence has a stronger impact on employee-customer identification,while CSR efficacy has a relatively stronger relationship with psychological job benefits and customer orientation.This study provides a significant contribution to the extant literature on using CSR as an internal marketing strategy to improve the frontline employees’ability to satisfy external stakeholders,i.e.,customers.

Corporate Social Responsibility （CSR） in the Hospitality Industry： Challenges and Practices in

This article aims to identify the challenges in the hospitality industry in Sao Luis, Maranhao, Brazil, with the perspective of developing an organizational culture that enables the practice of corporate social responsibility （CSR）. This study method was qualitative, exploratory, and descriptive （Richardson, 1999）. The data were collected by interviews with leaders of national and international chain operating hotel companies in Sao Luis （June 2013）, using the technique of content analysis. The theoretical framework was developed upon the concept of human resources management （HRM） and CSR. The research findings confirm that CSR is considered as a business strategy and that it contributes to personal and professional fulfillment of employees due to the offer of some benefits, such as remuneration and career plans, pleasurable work environments, awards, and recognition. Beyond that, findings also revealed that the hotels develop CSR activities, particularly focusing on employees, in order to provide guests＇ satisfaction. The main conclusions are： （1） Leadership is essential to build a culture that leads to a collective involvement in CSR actions; and （2） HRM is considered as a strategic tool for the development of CSR.

Hospitality Industry Top Ten Thoughts for 2007

Top trends that will influence the global hotel industry in the year ahead include the stabilizing of the U.S.lodging market,increasing capital flows into the hospitality sector from a broad range of investors,including offshore funds, and superior performance among luxury hotel brands,according

Top Ten Global Issues and Challenges In the Hospitality Industry for 2006

At the recent ISHC Annual Conference held in San Diego, California ISHC Members participated in a series of roundtable discussions to identify the ISHC Top Ten Global Issues and Challenges in the Hospitality Industry for 2006. While there were many

Predicting Alcohol Consumption in Hospitality Populations Using Sense of Coherence

This paper aims to introduce the claim that hospitality students and hospitality employees drink more alcohol than other students and employee groups and to explore and explain this alcohol consumption disparity using the sense of coherence （SOC） construct. Using a web-based questionnaire, college students were recruited, surveyed, and classified into hospitality and non-hospitality majors. Self-reported alcohol consumption, SOC, and a variety of demographic variables were measured. A total of 930 students participated of which 59.4% were female and 28% were hospitality majors. About 47% of hospitality students, 33% of other majors, 43% of women, and 38% of men were classified as at-risk consumers of alcohol. The overall SOC score was about 139 with a range of 69-191. None of the sub-populations differed significantly in SOC. While SOC does not predict major or occupational choice, SOC is a predictor of risky alcohol consumption.

Study on the Application of Time-Driven Activity - Based Costing in Hotels——Taking a Hotel as an Example

The time-driven activity-based costing has received extensive attention from scholars both at home and abroad in recent years,which has been applied to the calculation of manufacturing operations and the cost of products.However, this approach is rarely introduced into the service sector.As to the hospitality industry, the profitability of the customer usually plays a decisive role in the business process.Therefore, this article takes the hotel service industry as the research point and allocates the costs of resources of each departments to customers according to time drivers.The focus of this paper is to calculate the costs of customers ,and then analyze the profitability of customers in order to take the appropriate marketing strategies to improve the hotel service industry Drofitabilitv.