title: The influence of corporate social responsibility, ability, reputation, and transparency on hotel customer loyalty in the U.S.: a gender-based approach.
abstract: This research explored a conceptual framework incorporating interrelationships among corporate social responsibility (CSR), corporate ability (CA), corporate reputation (CR), and CSR-related transparency on customer loyalty within the hotel context. In this study, we also analyzed consumers' propensity to support CSR initiatives through the socio-demographic indicator of gender. We used independent sample t test and multiple regression analysis to test hypotheses based on 487 responses from American participants. Four antecedents (i.e., CSR, CA, CR, and transparency) exhibited favorable effects on customer loyalty. Among these four factors, the positively perceived CSR initiatives had a greater impact on customer loyalty. In addition, according to our findings, female participants were more likely to have a positive perception of the four antecedents than males.
authors.affiliation: College of Business Administration, Inha University, 421B Building 6, Incheon, South Korea.
authors.forename: Sung-Bum
authors.initials: SB
authors.lastname: Kim
authors.affiliation: Hospitality Management, University of Missouri, 115 Eckles Hall, Columbia, MO 65211 USA.
authors.forename: Dae-Young
authors.initials: DY
authors.lastname: Kim
keywords: CSR-related transparency; Corporate ability; Corporate reputation; Corporate social responsibility; Customer loyalty; Gender difference