Hotels’ corporate social responsibility practices, organizational culture, firm reputation, and performance

Abstract

Corporate social responsibility (CSR) practices are considered one of the key success factors influencing firm performance. However, how CSR practices should be integrated into an organization’s business practices has not been investigated empirically. The present research proposes an integrated model incorporating the interrelationships among CSR practices, organizational culture, and corporate reputation to improve firm performance in the hotel industry. The proposed model is developed using stakeholder theory and the perceptions of the general managers. According to the study’s results, organizational culture influences different dimensions of CSR. The results further indicate that hotels using CSR practices related to employees and customers strengthen their reputation. Through improved reputation, CSR practices positively influence firm performance. Furthermore, hotel managers perceive that CSR activities in the local community and related to the environment do not significantly affect a hotel’s reputation. Theoretical and practical implications are provided, and the limitations of the study and future lines of research are discussed.

KEYWORDS:

• Corporate social responsibility
• organizational culture
• reputation
• performance

Disclosure statement

No potential conflict of interest was reported by the authors.

Additional information

Notes on contributors

María Rosario González-Rodríguez

María Rosario González-Rodríguez, PhD in Economics is an Associate Professor at the University of Seville. The research interest on tourism focuses mainly on Cultural Tourism and Authenticity, efficiency and competitiveness in hotel industry and intermediation sector, customer satisfaction, market segmentation analysis in tourism and its strategies of promotion and advertisement, measurement, and analysis of the tourism impact on the economy and society, among other topics. She has supervised the PhD project with international mention: “Development of a structural Model to measure the cultural tourist satisfaction”. Recent topics are related to sentiment analysis on tourism sector through social networks. Other fields of research are related to strategy firm, Corporate Social Responsibility and Human values, electronic markets and online consumer behaviour, hotels Internationalization speed and technological pattern, partial least squares (PLS), segmentation analysis, and survival analysis. She is currently on the editorial board of Advances in Hospitality and Tourism Research (AHTR) and Electronic Journal of Applied Statistical Analysis (EJASA) and is a guest Professor at different European, Latin and Indian Universities.

Rosario Carmen Martín-Samper

Rosario Carmen Martín-Samper, PhD in Administration and business managements an Associate Professor at the University of Seville. The research interest on tourism focuses mainly on determination and price management is the hotel company, efficiency and competitiveness in hotel industry and intermediation sector, accounting information systems, among other topics. Other fields of research are related to strategy firm, Corporate Social Responsibility, and Management Accounting System. Recent topics are related to application of Uniform System of Account for the Lodging Industry (USALI). She currently serves on the committee of Spanish Tourism Association of Directors and Management (AECA), as part of various projects and preparation of documents related to various aspects of tourism activity.

Mehmet Ali Köseoglu

Dr. Mehmet Ali Koseoglu is Assistant Professor of Hospitality Management at the Hong Kong Polytechnic University. He is the Editor of the International Journal of Bibliometrics in Business and Management (IJBBM). His research interests are focused on strategic management and bibiliometric analysis in tourism and hospitality. He has published in major tourism and hospitality journals including Annals of tourism Research, International Journal of Hospitality Management, and International Journal of Contemporary Hospitality Management.

Fevzi Okumus

Dr. Fevzi Okumus, Ph.D. is CFHLA Preeminent Professor at the University of Central Florida’s Rosen College of Hospitality Management. He is the Editor of the International Journal of Contemporary Hospitality Management (IJCHM). His research areas include strategy implementation, competitive advantage, crisis management, experience marketing, and destination marketing. He has widely published in top-tier journals. He has over 220 publications (journal articles, books, book chapters, conference presentations, and reports). He serves on editorial boards of 24 academic journals.