Antecedents of Corporate Reputation in the Hotel Industry: The Moderating Role of Transparency

Sung-Bum Kim and Dae-Young Kim
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Sung-Bum Kim: College of Business Administration, Inha University, 421B Building 6, Incheon 100, Korea
Dae-Young Kim: Hospitality Management, University of Missouri, 115 Eckles Hall, Columbia, 65211, USA

Sustainability, 2017, vol. 9, issue 6, 1-15

Abstract: In this study, we developed a theoretical framework in which corporate social responsibility, corporate ability, customer trust and satisfaction, and corporate reputation by considering the influence of transparency as a moderator. The proposed hypotheses were empirically tested using data collected from 487 U.S. consumers via structural equation modeling. The results indicated that perceived corporate social responsibility and corporate ability significantly affected overall customer satisfaction and trust. In turn, customer trust and satisfaction have positive effects on perceptions about corporate reputation. Lastly, this study found that transparency as a significant moderator. This research will contribute to the development of a robust and comprehensive theoretical model that integrates existing frameworks and concepts within the hotel industry.

Keywords: corporate social responsibility (CSR); corporate ability; corporate reputation; transparency; consumer trust; customer satisfaction (search for similar items in EconPapers)
JEL-codes: O13 Q Q0 Q2 Q3 Q5 Q56 (search for similar items in EconPapers)
Date: 2017
References: View references in EconPapers View complete reference list from CitEc
Citations: View citations in EconPapers (12)

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