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Corporate Social Responsibility at LUX* Resorts and Hotels: Satisfaction and Loyalty Implications for Employee and Customer Social Responsibility

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  • Haywantee Ramkissoon

    (College of Business, Law & Social Sciences, Derby Business School, University of Derby, Derby DE22 1GB, UK
    School of Business & Economics, UiT, The Arctic University of Norway, 1621 Alta, Norway
    College of Business & Economics, Johannesburg Business School, University of Johannesburg, APB 17011 Johannesburg, South Africa)

  • Felix Mavondo

    (Department of Marketing, Monash Business School, Clayton Campus, Monash University, Melbourne, VIC 3000, Australia)

  • Vishnee Sowamber

    (Faculty Research Centre for Financial and Corporate Integrity, Coventry University, Coventry CV1 2TU, UK)

Abstract

Corporate Social Responsibility (CSR) remains a hot topic in management. Yet, little is known about how well managers, employees and consumers are responding to CSR initiatives to align with the 2030 Agenda for Sustainable Development. Underpinned by well-established theories, this study develops a single integrative model of managers’, employees’ and consumers’ CSR. Data were collected from the LUX* group of resorts and hotels located on three Indian Ocean islands: Mauritius, Reunion and the Maldives. Structural equation modelling was employed. Findings reveal: (1) organizational CSR is positively related to employee social responsibility; (2) organizational CSR is negatively associated with customer social responsibility; (3) employee social responsibility is negatively related to customer social responsibility; (4) employee social responsibility is negatively related to customer delight; (5) customer social responsibility is positively related to customer satisfaction; and (6); customer social responsibility is positively related to customer delight. Strategic CSR initiatives with a multi-stakeholder engagement approach are discussed.

Suggested Citation

  • Haywantee Ramkissoon & Felix Mavondo & Vishnee Sowamber, 2020. "Corporate Social Responsibility at LUX* Resorts and Hotels: Satisfaction and Loyalty Implications for Employee and Customer Social Responsibility," Sustainability, MDPI, vol. 12(22), pages 1-22, November.
    • Handle: RePEc:gam:jsusta:v:12:y:2020:i:22:p:9745-:d:449227
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    3. NAHAR Hairul Suhaimi & MOHAMAD Maslinawati, 2023. "Academic Research Responses To Covid-19: The Corporate Social Responsibility Perspective," Studies in Business and Economics, Lucian Blaga University of Sibiu, Faculty of Economic Sciences, vol. 18(1), pages 171-197, April.
    4. Georgică Gheorghe & Petronela Tudorache & Ioan Mihai Roşca, 2023. "The Contribution of Green Marketing in the Development of a Sustainable Destination through Advanced Clustering Methods," Sustainability, MDPI, vol. 15(18), pages 1-24, September.
    5. Dong-Shang Chang & Wei-De Wu, 2021. "Impact of the COVID-19 Pandemic on the Tourism Industry: Applying TRIZ and DEMATEL to Construct a Decision-Making Model," Sustainability, MDPI, vol. 13(14), pages 1-28, July.

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