The impact of CSR satisfaction on destination loyalty: a study of MICE travelers in Thailand

ABSTRACT

The objectives of this research are firstly, to study the characteristics of CSR activities conducted for international business groups. Secondly, to analyze the factors that impact business travelers’ satisfaction with CSR activities, and thirdly, to analyze the influence of satisfaction with CSR activities on destination attachment and destination loyalty. A questionnaire survey was conducted with 127 business participants from three corporate meetings and one convention group. The results reveal the characteristics of CSR activities of corporate meetings and conventions in Thailand. Business travelers’ satisfaction with CSR activities is influenced by their personal altruistic attitudes and the efficacy of local service providers. Satisfaction with CSR activities has a direct impact on destination attachment and an indirect impact on destination loyalty. CSR activities could be used as tools to influence the revisit intention of corporate meeting and convention participants. A CSR activity during a business trip is a novel concept that can be utilized by destination management companies as well as national tourism organizations to develop satisfying tourism products.

KEYWORDS:

• Corporate social responsibility (CSR)
• corporate meeting
• convention
• destination management company (DMC)
• destination attachment
• destination loyalty
• tourist satisfaction
• Asia-Pacific
• tourism marketing
• MICE

Disclosure statement

No potential conflict of interest was reported by the author.