企业社会责任是否会影响客户的忠诚度? 来自酒店行业的见解 酒店行业的见解
Ajit Kumar Singh1, Saurabh Bharti2, Ajay Kumar Poddar3
1Chandigarh University, Sahibzada Ajit Singh Nagar, Punjab, India.
F1000Research
|October 9, 2025
概括
企业社会责任 (CSR) 和酒店的声誉大大提高了客户的忠诚度. 一个强大的酒店声誉增强了企业社会责任对客户忠诚度的积极影响,促进了酒店行业更深层次的客户承诺.
科学领域:
- 酒店酒店管理的管理.
- 营销 营销 营销 营销 营销 营销
- 商业道德 商业道德
背景情况:
- 研究了企业社会责任 (CSR) 观念,酒店声誉和酒店行业客户忠诚度之间的联系.
- 探讨企业社会责任评估如何影响客户忠诚度以及酒店声誉的调解作用.
- 将CSR和酒店声誉集成到一个统一的模型中,用于预测客户忠诚度.
研究的目的:
- 确定企业社会责任对客户忠诚度的直接影响.
- 评估酒店声誉对企业社会责任与客户忠诚关系的调解作用.
- 验证酒店行业客户忠诚度的综合模型.
主要方法:
- 数据通过结构化问卷从印度新德里的星级酒店的391名客户收集.
- 用于分析数据的部分最小平方结构方程建模 (PLS-SEM).
- 模型的解释性和预测能力使用R平方和Q平方指标进行评估.
主要成果:
- 企业社会责任和酒店声誉都对客户忠诚度产生了显著的积极影响.
- 酒店声誉被发现部分调解了企业社会责任和客户忠诚度之间的关系.
- 该模型实现了强大的解释能力 (R2 = 0.435对于客户忠诚度) 和中等预测相关性 (Q2 > 0.15).
结论:
- 企业社会责任在酒店业显著提高客户忠诚度.
- 一个强大的酒店声誉放大了企业社会责任对客户忠诚度的积极影响.
- 将企业社会责任倡议与声誉管理相结合,对于建立客户忠诚度至关重要.
相关概念视频
01:09Accountability and Responsibility of a Nurse II
1.1K
Professional accountability in nursing is a multifaceted concept that encompasses professional ethics, legal standards, and employment expectations. This framework ensures that nurses maintain and elevate the quality of care while upholding the values of their profession. It compels them to treat patients, families, and colleagues with respect, compassion, and integrity.
For example, a nurse demonstrating respect and compassion might listen attentively to a patient's concerns, provide...
For example, a nurse demonstrating respect and compassion might listen attentively to a patient's concerns, provide...
1.1K
01:28Factors Influencing Attraction IV: Reciprocity
245
Reciprocity in attraction is fundamental to social and romantic relationships, shaping how individuals form and maintain connections. The psychological principle underlying this phenomenon is that people tend to like those who express liking toward them. Balance theory supports this tendency, suggesting that mutual attraction fosters psychological harmony, whereas one-sided affection leads to discomfort and cognitive dissonance.The Psychological Mechanisms Behind ReciprocityWhen individuals...
245
01:08Obedience
35.2K
According to obedience research, we may harm others under the forceful pressures of an authority figure (Milgram, 1974). How about if the inappropriate orders were delivered with less force? The increasing interdependence between nurses and physicians compelled Hofling and his colleagues to explore nurses’ reactions to a potentially harmful medical request made by the perceived authority figure, the doctor (Hofling, Brotzman, Dalrymple, Graves, & Pierce, 1966). In this situation,...
35.2K
01:52Persuasion Strategies
43.0K
Researchers have tested many persuasion strategies, including the foot-in-the door and the door-in-the-face techniques, in a variety of contexts. Ultimately, the principles are effective in selling products and changing people’s attitude, ideas, and behaviors (Cialdini & Goldstein, 2004).
43.0K
01:27Ethical Issues
2.0K
Nurses are essential in patient care, upholding the ethical principles of their profession and effectively navigating ethical dilemmas. Neglecting ethical issues can lead to inadequate patient care, compromised therapeutic relationships, and moral distress among healthcare workers.
Ethical Concerns in Healthcare:
Ethical Concerns in Healthcare:
2.0K
00:52Social Proof
31.5K
Social proof is a form of persuasion based on comparison and conformity. People compare their behavior and actions to what others are doing and will change to conform to do what their peers do.
31.5K