Social responsibility, motivation and satisfaction: small hotels guests' perspective

Zupan, Sasa; Milfelner, Borut

doi:10.1108/k-08-2013-0183

Cited by 17 publications

(7 citation statements)

References 29 publications

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“…Ryan and Deci (2000) have shown that activities with positive motivation will stimulate individual awareness about achievement. The positive relationship between push factors and tourist satisfaction was also found in the research by Zupan and Milfelner (2014). In addition to this, intrinsic motivations or psychological factors positively affect tourist satisfaction as well as their behavioural intention in the future (Fangxuan and Chris, 2015;Pratminingsih et al (2013).…”

Section: Research Hypotheses Push Factors Affect Tourist Satisfactionsupporting

confidence: 67%

Impacts of Pushing and Pull Factors on Tourist Satisfaction and Return Intention Towards River Tourism in Can Tho City, Vietnam

Nguyen¹,

Nam²

2021

GTG

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This study was conducted to demonstrate the impacts of push and pull factors on tourist satisfaction and behavioural intention of visitors towards Can Tho City river tourism. Structural Equation Modeling (SEM) was used to analyse the data. Research data were collected by direct interviews with 235 visitors who have experienced the river tour in Can Tho City. The research has shown that push and pulls factors positively affect destination satisfaction. Besides, destination satisfaction promotes the return intention, willingness to pay, and positive word of mouth of visitors towards river tourism. The study proposes important implications to effectively use river tourism image of Can Tho City, thereby attracting both domestic and foreign tourists. These solutions may help improve the tourism industry of the city.

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Section: Research Hypotheses Push Factors Affect Tourist Satisfactionsupporting

confidence: 67%

Impacts of Pushing and Pull Factors on Tourist Satisfaction and Return Intention Towards River Tourism in Can Tho City, Vietnam

Nguyen¹,

Nam²

2021

GTG

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“…Corporates in service industries are always on the lookout to boost the satisfaction of their stakeholders (Pérez and Del Bosque, 2015a, 2015b; Zupan and Milfelner, 2014). CSR is a suitable tool to increase stakeholder satisfaction and take advantage of its benefits (Fai Yuen et al , 2018a, 2018b; Pérez and Del Bosque, 2015a, 2015b).…”

Section: Resultsmentioning

confidence: 99%

“…These factors are contextual variables that, in this review, they are divided into customer and employee sections. Firm size (Zupan and Milfelner, 2014), corporate–customer relationships (Bolton and Mattila, 2015), customer–company identification (Ahn et al , 2021; Fatma et al , 2018; Martínez and Rodríguez del Bosque, 2013; Pérez and Del Bosque, 2015a, 2015b; Perez et al , 2013; Srivastava and Singh, 2021), corporate image (Ali et al , 2020; Chen-ying Lee, 2019; Valiño et al , 2019), corporate reputation (Arrive et al , 2019; Hsu, 2012; Kim and Kim, 2016; Su et al , 2015) and physical environment quality (Swimberghe and Wooldridge, 2014) are of the most critical contextual variables in the customer section. These factors indicate that if a corporation has an excellent reputation and formed a good relationship with its customers, customers’ perception of CSR is influenced, and their satisfaction increases.…”

Section: Resultsmentioning

confidence: 99%

Corporate social responsibility and satisfaction in service industries: a systematic review and integrative framework

Mohammadi

Vagnani

Maleki

2023

SBR

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Purpose The present study aims to explore the concepts involved in the relationship between corporate social responsibility (CSR) and customer and employee satisfaction in service industries. Design/methodology/approach The research literature over the recent decade has been analyzed using a systematic review. Through thematic analysis and coding the findings of the final selected articles, the authors presented an integrative framework of the relationship between CSR and the satisfaction of critical stakeholders of service companies, namely, customers and employees. Findings The research framework encompasses six main categories called CSR, satisfaction, moderators, conditional variables, contextual variables and satisfaction outcomes. All categories but CSR are divided into customer and employee sections to make the research framework further comprehensible. Practical implications The results show that in service industries, employees need as much attention as customers, and CSR efforts to satisfy customers and employees can lead to several positive outputs for companies. Social implications Failure of service companies to commit to their social responsibility may harm the environment, society’s ethics and laws and long-term corporate profitability. On the other hand, adherence to CSR can lead to social development and economic growth. Originality/value This study is one of the most comprehensive studies in the field of CSR and satisfaction, which simultaneously considers the two key stakeholders of a service company. In addition, it provides valuable avenues for further studies.

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“…al., 2006;Vlachos et. al., 2009;Zupan and Milfelner, 2014;Wang et al, 2019). "These two motives strongly affect guests' perceptions, attitudes, intention to make a purchase, and wordof-mouth" (Becker-Olsen et.…”

Section: Perceived Motivesmentioning

confidence: 99%

Impact of green practices on hotel guests’ satisfaction: The role of perceived motives, attributes, and service outcomes

Zareh

Nassar

Barakat

et al. 2023

Pharos International Journal of Tourism and Hospitality

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Research on guest satisfaction with green practices in hotels has generated mixed results; some studies have shown a positive relationship with green practices and others have shown a negative relationship. To reconcile these two opposing views, the mediating effects of perceived motives, and perceived attributes was examined as potential psychological mechanisms explaining guests' reactions to green practices hotels. Besides, the moderating role of service outcomes in influencing guests' reactions to green initiatives was investigated. Results indicate that when service delivery is successful, guest satisfaction is higher for green practices. However, the advantage for green hotels vanishes when guests experience service failures. Furthermore, results show that guest satisfaction with green hotels is enhanced when a firm engages in green practices for public-serving (vs. selfserving) motives. In addition, the results indicate that green practices are accepted by guests if they are implemented in attributes that guests consider "extras" in the service rather than in the "core" attributes. Overall, the results show that perceived motives and attributes mediate the relationship between green practices and guest satisfaction, and perceived service outcomes moderate the relationship between green practices and guest satisfaction.

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Social responsibility, motivation and satisfaction: small hotels guests' perspective

Cited by 17 publications

References 29 publications

Impacts of Pushing and Pull Factors on Tourist Satisfaction and Return Intention Towards River Tourism in Can Tho City, Vietnam

Impacts of Pushing and Pull Factors on Tourist Satisfaction and Return Intention Towards River Tourism in Can Tho City, Vietnam

Corporate social responsibility and satisfaction in service industries: a systematic review and integrative framework

Impact of green practices on hotel guests’ satisfaction: The role of perceived motives, attributes, and service outcomes

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