Abstract
The objective of this study was to use the perceptions of internet users to analyse the effect of the social, economic and environmental dimensions of corporate social responsibility (CSR) implemented by hotel establishments in order to determine whether those dimensions are perceived by consumers. Our analysis was based on a sample, distributed by age, sex and province segments, obtained from the Andalusian population between 16 and 74 years of age who are users of travel websites (e.g., TripAdvisor, Booking) and hotels corporate websites. A questionnaire was used to investigate each latent factor related to the three main dimensions of CSR that may affect the perceptions of accommodation service consumers. The questionnaire was statistically validated and developed in previous economic studies in this field. The data were analysed using Partial Last Square (PLS) methodology. The results confirm the validity of the three dimensions analysed, although consumers appear to play more relevance upon economic and environmental factors than upon the social components of CSR.
Highlights
The starting point for the modern analysis of corporate social responsibility (CSR) in the scientific literature was the publication in 1953 of Howard Bowen’s book Social Responsibilities of the Businessman [1]
The aim of this study was to use the perceptions of internet users to analyse the effect of the key dimensions of CSR implemented by hotel establishments
The study included a sample of 412 individuals, which was statistically representative of the Andalusian population between 16 and 74 years old that uses e-commerce, which implies a maximum error of 4.85% for a confidence level of 95%
Summary
The starting point for the modern analysis of CSR in the scientific literature was the publication in 1953 of Howard Bowen’s book Social Responsibilities of the Businessman [1]. Since Bowen, several institutions and firms have tried to define it, but no uniform definition of CSR exists to date [2]. Among these public institutions, and in relation to the geographic and social environment in which our analysis is framed, the European Commission has indicated the way forward for companies by noting that they must fully assume their social responsibilities and, in line with their network of relationships, they must establish a process designed to integrate social, environmental and ethical concerns into their business operations. Following the EC suggestions, some European countries (e.g., Italy) have introduced ethical dimensions in some sectors into their legal systems [3]
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