An application of Delphi method and analytic hierarchy process in understanding hotel corporate social responsibility performance scale

Abstract

This study aims to identify the essential indicators of hotel Corporate Social Responsibility (CSR) performance measurement with a standardized and composite CSR performance measurement index for the hotel industry. Employing both Delphi and Analytic Hierarchy Process (AHP) methods, three stakeholder groups are surveyed: academicians; hotel managers; and, hotel customers. Results reveal that three traditional CSR domains (legal, ethical, and social/philanthropic) are primary contributors to CSR performance, followed by two new environmental domains (room and restaurant; other general areas), and financial/economic domains as secondary contributors. This study shows the high level of consistency in the responses from stakeholder groups, supporting the effectiveness of the scale as a valuable tool to measure hotel CSR performance. Notably, domain weighted scores do differ slightly by respondent characteristic, indicating that the impacts of CSR are sensitive to respondent diversity.

Keywords:

• CSR
• hotel
• Delphi
• analytic hierarchy process (AHP)
• stakeholder

Disclosure statement

No potential conflict of interest was reported by the author(s).

Additional information

Notes on contributors

Antony King Fung Wong

King Fung Wong is a PhD student, School of Hotel & Tourism Management, The Hong Kong Polytechnic University. His research interests include hotel management and CSR in a hotel.

Seongseop (Sam) Kim

Seongseop (Sam) Kim, PhD, CHE is a Professor, School of Hotel & Tourism Management, The Hong Kong Polytechnic University. His research interests are involved with destination marketing, event/convention management, and tourism impacts.

Suna Lee

Suna Lee, PhD, CHE is an Assistant Professor, School of Hospitality Management, Macau Institute for Tourism (IFT). Her research interests include sustainable practices in hospitality industry.

Statia Elliot

Statia Elliot, PhD is a Professor, School of Hospitality and Tourism Management, University of Guelph. Her research interests are destination marketing and branding.