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 comprehensive...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.展开更多
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,includi...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展开更多
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 ...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展开更多
文摘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.
文摘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
文摘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
