Corporate social responsibility and customer satisfaction among US publicly traded hotels and restaurants
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Date
2009
Authors
Journal Title
Journal ISSN
Volume Title
Publisher
Elservier
Abstract
This study, by performing a path regression analysis, examines a mediating effect of customer
satisfaction between corporate social responsibility (CSR) activities and firm value for US hotels and
restaurants. Further, the study differentiates positive and negative CSR activities in the analysis. Findings
suggest that the customer satisfaction does not play a role of amediator between the two factors for both
hotels and restaurants.
Description
International Journal of Hospitality Management 28 (2009) 635–637
Keywords
CSR,Positivity effect,Negativity effect,Customer satisfaction,Mediating effect