References

• Aaker, J., Fournier, S., & Brasel, A. S. (2004). When good brands do bad. Journal of Consumer Research, 31(1), 1–16.
   Web of Science ®Google Scholar
• Ahluwalia, R., Burnkrant, R., & Unnava, H. (2000). Consumer response to negative publicity: The moderating role of commitment. Journal of Marketing Research, 37(2), 203–214.
   Web of Science ®Google Scholar
• Alamro, A., & Rowley, J. (2011). Antecedents of brand preference for mobile telecommunications services. Journal of Product & Brand Management, 20(6), 475–486.
   Google Scholar
• Basu, K., & Palazzo, G. (2008). Corporate social responsibility: A process model of sense making. Academy of Management Review, 33(1), 122–136.
   Web of Science ®Google Scholar
• Bhattacharya, C., & Sen, S. (2003). Consumer-company identification: A framework for understanding consumers’ relationships with companies. Journal of Marketing, 67(2), 76–88.
   Web of Science ®Google Scholar
• Bolton, R. N. (2011). Comment: Customer engagement: Opportunities and challenges for organizations. Journal of Service Research, 14(3), 272–274.
   Web of Science ®Google Scholar
• Bolton, R. N., & Saxena-Iyer, S. (2009). Interactive services: A framework, synthesis and research directions. Journal of Interactive Marketing, 23(1), 91–104.
   Web of Science ®Google Scholar
• Bonilla-Priego, M. J., Font, X., & Pacheco, R. (2014). Corporate sustainability reporting index and baseline data for the cruise industry. Tourism Management, 44, 149–160.
   Web of Science ®Google Scholar
• Bowden, J. L. H. (2009). The process of customer engagement: A conceptual framework. Journal of Marketing Theory and Practice, 17(1), 63–74.
   Google Scholar
• Business for Social Responsibility. (2006). Taking the temperature of CSR leaders. Retrieved from www.bsr.org/Meta/BSRleaders_survey.pdf
   Google Scholar
• Business in the Community. (2018, November 22). What is corporate social responsibility? Retrieved from https://www.bitc.ie/about-us/what-is-csr/
   Google Scholar
• Carroll, A. (1979). A three-dimensional conceptual model of corporate performance. Academy of Management Review, 4(4), 497–505.
   Google Scholar
• Caruana, R., Glozer, S., Crane, A., & McCabe, S. (2014). Tourists’ accounts of responsible tourism. Annals of Tourism Research, 46, 115–129.
   Web of Science ®Google Scholar
• Cha, M. K., Yi, Y., & Bagozzi, R. P. (2016). Effects of customer participation in corporate social responsibility (CSR) programs on the CSR-brand fit and brand loyalty. Cornell Hospitality Quarterly, 57(3), 235–249.
   Web of Science ®Google Scholar
• Chan, N. L., & Guillet, B. D. (2011). Investigation of social media marketing: How does the hotel industry in Hong Kong perform in marketing on social media websites?. Journal of Travel & Tourism Marketing, 28(4), 345–368.
   Web of Science ®Google Scholar
• Chang, Y. H., & Yeh, C. H. (2016). Managing corporate social responsibility strategies of airports: The case of Taiwan’s Taoyuan international airport corporation. Transportation Research Part A: Policy and Practice, 92, 338–348.
   Web of Science ®Google Scholar
• Chen, Y. (2010). The drivers of green brand equity: Green brand image, green satisfaction, and green trust. Journal of Business Ethics, 93(2), 307–319.
   Web of Science ®Google Scholar
• Cheung, D., Welford, R., & Hills, P. (2009). CSR & the environment: Business-supply chain partnerships in Hong Kong & the PRDR of China. Corporate Social Responsibility and Environmental Management, 16(5), 250–263.
   Web of Science ®Google Scholar
• Cho, M., Furey, L. D., & Mohr, T. (2017). Communicating corporate social responsibility on social media: Strategies, stakeholders, and public engagement on corporate Facebook. Business and Professional Communication Quarterly, 80(1), 52–69.
   Web of Science ®Google Scholar
• Clarkson, M. B. E. (1995). A stakeholder framework for analyzing and evaluating corporate social performance. Academy of Management Review, 20(1), 92–117.
   Web of Science ®Google Scholar
• Cohen, D. (2012). Brands, maintain a Facebook page, but don’t bother me. Social Times. Retrieved from http://www.adweek.com/socialtimes/facebook-page-consum-ers/382017
   Google Scholar
• Coulter, R., Price, L., & Feick, L. (2003). Rethinking the origins of involvement and brand commitment: Insights from postsocialist Europe. Journal of Consumer Research, 30(2), 151–169.
   Web of Science ®Google Scholar
• Creyer, E., & Ross, W. (1997). The influence of firm behavior on purchase intention: Do consumers really care about business ethics?. Journal of Consumer Marketing, 14(6), 421–432.
   Google Scholar
• De Grosbois, D. (2012). Corporate social responsibility reporting by the global hotel industry: Commitment, initiatives and performance. International Journal of Hospitality Management, 31(3), 896–905.
   Web of Science ®Google Scholar
• Du, S., Bhattacharya, C., & Sen, S. (2010). Maximizing business returns to corporate social responsibility (CSR): The role of CSR communication. International Journal of Management Reviews, 12(1), 8–19.
   Web of Science ®Google Scholar
• Ettinger, A., Grabner-Kraeuter, S., & Terlutter, R. (2018). Online CSR communication in the hotel industry: Evidence from small hotels. International Journal of Hospitality Management, 68, 94–104.
   Web of Science ®Google Scholar
• File, K. M., & Prince, R. A. (1998). Cause related marketing and corporate philanthropy in the privately held enterprise. Journal of Business Ethics, 17(14), 1529–1539.
   Web of Science ®Google Scholar
• Font, X., & Lynes, J. (2018). Corporate social responsibility in tourism and hospitality. Journal of Sustainable Tourism, 26(7), 1027–1042.
   Web of Science ®Google Scholar
• Fournier, S. M. (1998). Consumers and their brands: Developing relationship theory in consumer research. Journal of Consumer Research, 24(4), 343–353.
   Web of Science ®Google Scholar
• Gao, Y. L., & Mattila, A. S. (2014). Improving consumer satisfaction in green hotels: The roles of perceived warmth, perceived competence, and CSR motive. International Journal of Hospitality Management, 42, 20–31.
   Web of Science ®Google Scholar
• Guix, M., Bonilla-Priego, M. J., & Font, X. (2018). The process of sustainability reporting in international hotel groups: An analysis of stakeholder inclusiveness, materiality and responsiveness. Journal of Sustainable Tourism, 26(7), 1063–1084.
   Web of Science ®Google Scholar
• Gupta, S., & Pirsch, J. (2006). The company-cause-customer fit decision in cause-related marketing. Journal of Consumer Marketing, 23(6), 314–326.
   Google Scholar
• Hair, J. F., Black, W. C., Babin, B. J., & Anderson, R. E. (2010). Multivariate data analysis (7th ed.). Upper Saddle River, NJ: Prentice Hall.
   Google Scholar
• He, H., & Li, Y. (2011). CSR and service brand: The mediating effect of brand identification and moderating effect of service quality. Journal of Business Ethics, 100(4), 673–688.
   Web of Science ®Google Scholar
• Henderson, J. (2007). Corporate social responsibility and tourism: Hotel companies in Phuket, Thailand, after the Indian Ocean tsunami. International Journal of Hospitality Management, 26(1), 228–239.
   Google Scholar
• Heung, V. C., Fei, C., & Hu, C. (2006). Customer and employee perception of a green hotel-the case of five-star hotels in China. China Tourism Research, 2(3), 246–297.
   Google Scholar
• Holcomb, J. L., Upchurch, R. S., & Okumus, F. (2007). Corporate social responsibility: What are top hotel companies reporting? International Journal of Contemporary Hospitality Management, 19(6), 461–475.
   Google Scholar
• Hollebeek, L. D., Glynn, M. S., & Brodie, R. J. (2014). Consumer brand engagement in social media: Conceptualization, scale development and validation. Journal of Interactive Marketing, 28, 149–165.
   Web of Science ®Google Scholar
• Hsu, Y. L. (2012). Facebook as international eMarketing strategy of Taiwan hotels. International Journal of Hospitality Management, 31(3), 972–980.
   Web of Science ®Google Scholar
• Jarvis, D., Stoeckl, N., & Liu, H. (2016). The impact of economic, social and environmental factors on trip satisfaction and the likelihood of visitors returning. Tourism Management, 52, 1–18.
   Web of Science ®Google Scholar
• Jung, S., Kim, J. H., Kang, K. H., & Kim, B. (2018). Internationalization and corporate social responsibility in the restaurant industry: Risk perspective. Journal of Sustainable Tourism, 26(7), 1105–1123.
   Web of Science ®Google Scholar
• Kalisch, A. (2002). Corporate futures: Social responsibility in the tourism industry. London: Tourism Concern.
   Google Scholar
• Kang, J., Tang, L., & Fiore, A. M. (2014). Enhancing consumer-brand relationships on restaurant Facebook fan pages: Maximizing consumer benefits and increasing active participation. International Journal of Hospitality Management, 36, 145–155.
   Web of Science ®Google Scholar
• Kang, K. H., Stein, L., Heo, C. Y., & Lee, S. (2012). Consumers’ willingness to pay for green initiatives of the hotel industry. International Journal of Hospitality Management, 31, 2564–2572.
   Web of Science ®Google Scholar
• Kasim, A. (2004). BESR in the hotel sector: A look at tourists’ propensity towards environmentally and socially friendly hotel attributes in Pulau Pinang, Malaysia. International Journal of Hospitality & Tourism Administration, 5(2), 61–83.
   Google Scholar
• Kennedy Nyahunzvi, D. (2013). CSR reporting among Zimbabwe’s hotel groups: A content analysis. International Journal of Contemporary Hospitality Management, 25(4), 595–613.
   Web of Science ®Google Scholar
• Kesavan, R., Bernacchi, M., & Mascarenhas, O. (2013). Word of mouse: CSR communication and the social media. International Management Review, 9(1), 58–66.
   Google Scholar
• Kleinrichert, D., Ergul, M., Johnson, C., & Uydaci, M. (2012). Boutique hotels: Technology, social media and green practices. Journal of Hospitality and Tourism Technology, 3(3), 211–225.
   Google Scholar
• Kotler, P. (2008). Marketing management. Upper Saddle River, NJ: Prentice-Hall.
   Google Scholar
• Kucukusta, D., Mak, A., & Chan, X. (2013). Corporate social responsibility practices in four and five-star hotels: Perspectives from Hong Kong visitors. International Journal of Hospitality Management, 34, 19–30.
   Web of Science ®Google Scholar
• Kumar, V., Aksoy, L., Donkers, B., Venkatesan, R., Wiesel, T., & Tillmanns, S. (2010). Undervalued or overvalued customers: Capturing total customer engagement value. Journal of Service Research, 13(3), 297–310.
   Web of Science ®Google Scholar
• Kwok, L., & Yu, B. (2016). Taxonomy of Facebook messages in business-to-consumer communications: What really works?. Tourism and Hospitality Research, 16(4), 311–328.
   Web of Science ®Google Scholar
• Laroche, M., Bergeron, J., & Barbaro-Forleo, G. (2001). Targeting consumers who are willing to pay more for environmentally friendly products. Journal of Consumer Marketing, 18(6), 503–520.
   Google Scholar
• Leung, T. C. H., & Snell, R. S. (2017). Attraction or distraction? Corporate social responsibility in Macao’s gambling industry. Journal of Business Ethics, 145, 637–658.
   Web of Science ®Google Scholar
• Liu, M. T. C., Wong, I. A., Shi, G. C., Chu, R., & Brock, J. L. (2014). The impact of corporate social responsibility (CSR) performance and perceived brand quality on customer-based brand preference. Journal of Services Marketing, 28(3), 181–194.
   Web of Science ®Google Scholar
• Maignan, I., & Ferrell, O. C. (2004). Corporate social responsibility and marketing: An integrative framework. Journal of the Academy of Marketing Science, 32(1), 3–19.
   Web of Science ®Google Scholar
• Malthouse, E., & Hofacker, C. (2010). Looking back and looking forward with interactive marketing. Journal of Interactive Marketing, 24(3), 181–184.
   Web of Science ®Google Scholar
• Marin, L., & Ruiz, S. (2007). I need you too! Corporate identity attractiveness for consumers and the role of social responsibility. Journal of Business Ethics, 71(3), 245–260.
   Web of Science ®Google Scholar
• Martínez, P., Pérez, A., & Del Bosque, I. R. (2014). Exploring the role of CSR in the organizational identity of hospitality companies: A case from the Spanish tourism industry. Journal of Business Ethics, 124(1), 47–66.
   Web of Science ®Google Scholar
• Matten, D., & Crane, A. (2005). Corporate citizenship: Toward an extended theoretical conceptualization. Academy of Management Review, 30(1), 166–179.
   Web of Science ®Google Scholar
• McCarthy, L., Stock, D., & Verma, R. (2010). How travelers use online and social media channels to make hotel-choice decisions. Cornell Hospitality Report, 10(18), 6–18.
   Google Scholar
• Mohr, L., Webb, D., & Harris, K. (2001). Do consumers expect companies to be socially responsible? The impact of corporate social responsibility on buying behavior. Journal of Consumer Affairs, 35(1), 45–72.
   Web of Science ®Google Scholar
• Muller, A. (2006). Global versus local CSR strategies. European Management Journal, 24(2–3), 189–198.
   Google Scholar
• Murray, K. B., & Vogel, C. M. (1997). Using a hierarchy-of-effects approach to gauge the effectiveness of corporate social responsibility to generate goodwill toward the firm: Financial versus nonfinancial impacts. Journal of Business Research, 38(2), 141–159.
   Web of Science ®Google Scholar
• O’Brien, I. M., Jarvis, W., & Soutar, G. N. (2015). Integrating social issues and customer engagement to drive loyalty in a service organisation. Journal of Services Marketing, 29(6/7), 547–559.
   Web of Science ®Google Scholar
• O’Neill, J. W., & Mattila, A. S. (2006). Strategic hotel development and positioning: The effect of revenue drivers on profitability. The Cornell Hotel and Restaurant Administration Quarterly, 47(2), 146–154.
   Google Scholar
• Pagani, M., Hofacker, C. F., & Goldsmith, R. E. (2011). The influence of personality on active and passive use of social networking sites. Psychology & Marketing, 28(5), 441–456.
   Web of Science ®Google Scholar
• Pedersen, E. R. (2010). Modeling CSR: How managers understand the responsibilities of business towards society. Journal of Business Ethics, 91(2), 155–166.
   Web of Science ®Google Scholar
• Peloza, J., & Shang, J. (2011). How can corporate social responsibility activities create value for stakeholders? A systematic review. Journal of the Academy Marketing Science, 39(1), 117–135.
   Web of Science ®Google Scholar
• Pérez, A., & Rodriguez Del Bosque, I. (2015). Corporate social responsibility and customer loyalty: Exploring the role of identification, satisfaction and type of company. Journal of Services Marketing, 29(1), 15–25.
   Web of Science ®Google Scholar
• Porter, M., & Kramer, M. (2006). Strategy and society: The link between competitive advantage and corporate social responsibility. Harvard Business Review, 84(12), 78–89.
   PubMed Web of Science ®Google Scholar
• Rahbar, E., & Wahid, N. (2011). Investigation of green marketing tools’ effect on consumers’ purchase behavior. Business Strategy Series, 12(2), 73–83.
   Google Scholar
• Ricks, J. M. (2005). An assessment of strategic corporate philanthropy on perceptions of brand equity variables. Journal of Consumer Marketing, 22(3), 121–134.
   Google Scholar
• Sawhney, M., Verona, G., & Prandelli, E. (2005). Collaborating to create: The Internet as a platform for customer engagement in product innovation. Journal of Interactive Marketing, 19(4), 4–17.
   Google Scholar
• Sen, S., Bhattacharya, C., & Korschun, D. (2006). The role of corporate social responsibility in strengthening multiple stakeholder relationships: A field experiment. Journal of the Academy of Marketing Science, 34(2), 158–166.
   Web of Science ®Google Scholar
• Serra-Cantallops, A., Peña-Miranda, D. D., Ramón-Cardona, J., & Martorell-Cunill, O. (2018). Progress in research on CSR and the hotel industry (2006-2015). Cornell Hospitality Quarterly, 59(1), 15–38.
   Web of Science ®Google Scholar
• Simmons, C., & Becker-Olsen, K. (2006). Achieving marketing objectives through social sponsorships. Journal of Marketing, 70(4), 154–169.
   Web of Science ®Google Scholar
• Singh, J., Sanchez, M., & Del Bosque, I. (2008). Understanding corporate social responsibility and product perceptions in consumer market: A cross-culture evolution. Journal of Business Ethics, 80(3), 597–611.
   Web of Science ®Google Scholar
• Singh, S., & Sonnenburg, S. (2012). Brand performances in social media. Journal of Interactive Marketing, 26(4), 189–197.
   Web of Science ®Google Scholar
• Tabachnick, B. G., & Fidell, L. S. (2007). Using multivariate statistics (5th ed.). Boston, MA: Allyn & Bacon.
   Google Scholar
• Torelli, C. J., Monga, A. B., & Kaikati, A. M. (2011). Doing poorly by doing good: Corporate social responsibility and brand concepts. Journal of Consumer Research, 38(5), 948–963.
   Web of Science ®Google Scholar
• Torres, A., Bijmolt, T., Tribo, J., & Verhoef, P. (2012). Generating global brand equity through corporate social responsibility to key stakeholders. International Journal of Research in Marketing, 29(1), 13–24.
   Web of Science ®Google Scholar
• Turker, D. (2009). Measuring corporate social responsibility: A scale development study. Journal of Business Ethics, 85(4), 411–427.
   Web of Science ®Google Scholar
• Tzschentke, N., Kirk, D., & Lynch, P. (2008). Ahead of their time? Barriers to action in green tourism firms. Service Industries Journal, 28(2), 167–178.
   Web of Science ®Google Scholar
• We are social. (2018, November 22). Digital in 2018: World’s Internet users pass the 4 billion mark. Retrieved from https://digitalreport.wearesocial.com/
   Google Scholar
• Werther, W. B., Jr., & Chandler, D. (2010). Strategic corporate social responsibility: Stakeholders in a global environment. Los Angeles: Sage.
   Google Scholar
• Wildes, V. J. (2008). How can organizational leaders really lead and serve at the same time?. International Journal of Contemporary Hospitality Management, 20(1), 67–78.
   Google Scholar
• Williamson, D., Lynch-Wood, G., & Ramsay, J. (2006). Drivers of environmental behaviour in manufacturing SMEs and the implications for CSR. Journal of Business Ethics, 67(3), 317–330.
   Web of Science ®Google Scholar
• Xie, C., Bagozzi, R., & Grønhaug, K. (2015). The role of moral emotions and individual differences in consumer responses to corporate green and non-green actions. Journal of the Academy of Marketing Science, 43(3), 333–356.
   Web of Science ®Google Scholar
• Yuan, W., Bao, Y., & Verbeke, A. (2011). Integrating CSR initiatives in business: An organizing framework. Journal of Business Ethics, 101(1), 75–92.
   Web of Science ®Google Scholar