Can external and internal corporate social responsibility contribute to green customer behaviour? The mediating role of green trust in hotels

Ayham A. M. Jaaron, Mudaser Javaid and R. L. Fernando Garcia

Corporate Social Responsibility and Environmental Management, 2024, vol. 31, issue 3, 1853-1867

Abstract: To date, hospitality literature has mainly used an aggregated measure of corporate social responsibility (CSR) to assess hotels' green trust (GT) and green customer behaviour (GCB). The differential impact of internal and external CSR on GT and GCB is crucial as this may lead to different levels of impacts on hotels' environmental performance. This study investigates how internal and external CSR impact customers' GT and GCB. It also investigates how GT mediates the relationship between internal and external CSR and GCB. Using survey data from 304 customers from eight green hotels in Manila and employing the PLS‐SEM technique for analysis, the results show that internal and external CSR positively impact GT and GCB. Moreover, GT mediates the relationship between internal CSR and GCB, but not between external CSR and GCB. This study extends stakeholder theory and the theory of planned behaviour by providing novel insights into how customers' GT and GCB may differ in relation to internal and external dimensions of CSR.

Date: 2024
References: View references in EconPapers View complete reference list from CitEc
Citations:

Downloads: (external link)
https://doi.org/10.1002/csr.2666

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:wly:corsem:v:31:y:2024:i:3:p:1853-1867

Access Statistics for this article

More articles in Corporate Social Responsibility and Environmental Management from John Wiley & Sons
Bibliographic data for series maintained by Wiley Content Delivery ().