The Influence of Corporate Social Responsibility Micro-Level Processes on Meso-Level Performance: the Case of Hospitality

Abstract

The relevance and importance of corporate social responsibility (CSR) have long been recognised in the business sector. Previous research has shown that CSR has a positive impact on a company’s financial performance, value, reputation, brand image, customer loyalty, and a variety of other factors. CSR has been studied from a variety of viewpoints, with the bulk of studies focusing on the meso-level dimensions of CSR. The number of studies on micro-level CSR processes has so far been limited, but has recently increased. For CSR to be effective, it is necessary to understand the correlation of the processes on both levels. The purpose of the research is to investigate CSR micro-level processes and their impact on meso-level performance, with additional attention to the hospitality industry. Research methods: analysis of scientific publications, analysis of previously conducted research and results, and other scholarly literature. The results of this study indicate that the micro-level processes of the stakeholder groups involved, mostly customers and employees, have a direct impact on internal and external CSR initiatives and their meso-level outcomes, which might be both positive and negative. The results also indicate a possible research gap, as the number of studies on micro-level CSR processes in hospitality has so far been limited, and the findings cannot be considered exhaustive or conclusive.