| Author: | Wong, King Fung |
| Title: | Effects of the corporate social responsibility (CSR) on employee behavioral intention through employee attitude, job satisfaction and organizational commitment with CSR-implementing hotel |
| Advisors: | Kim, Sam (SHTM) Lee, Suna (SHTM) |
| Degree: | Ph.D. |
| Year: | 2020 |
| Subject: | Social responsibility of business Hospitality industry -- Personnel management Hong Kong Polytechnic University -- Dissertations |
| Department: | School of Hotel and Tourism Management |
| Pages: | xv, 270 pages |
| Language: | English |
| Abstract: | Recently, Numerous firms recognize the importance of CSR. The benefits of CSR extend to the positive attitudes and behaviors of hotel employees because they are internal customers who contribute to the reinforcement of the relationship with actual customers and can gain profits for a hotel. The comprehensiveness of the hotel CSR of service providers should be explored before communicating the idea of hotel CSR to customers. Identifying the perceived hotel CSR of hotel employees is essential to understanding their attitudes toward CSR-implementing hotels and their behavioral intentions. The following research gaps are identified through a thorough review of the previous literature. First, the CSR scales in business fields adopted in most hospitality CSR studies are inappropriate in terms of generalization and application in the hotel industry. Second, efforts to explore the dimensional structure of hotel CSR reflecting the views of hotel staff who are working in the field on a daily basis are limited. Third, a limited number of studies analyzed the perceptions of hotel employees in regard to multidimensional hotel CSR. Fourth, the structural interrelationships between employees' perceived hotel CSR and resultant organizational behaviors remain under-investigated. Fifth, investigations on the effects of moderating variables, such as position levels in structural models that manifest the role of hotel CSR in explaining further outcome variables, are lacking. This study was designed to elucidate the dimensionality of employees' perceived hotel CSR and to test and validate the multidimensional scale of hotel CSR to fill the above research gaps. This research then examined the effects of employees' perceived hotel CSR on organizational behaviors. The study also aimed to further identify whether the outcomes differ depending on the employees' position level. The scale of employees' perceived hotel CSR was developed through literature review, in-depth interviews with CSR experts and practitioners, pre-test, and pilot test. The main survey collected 633 samples in the United States, and they were used to confirm and validate the scale of employees' perceived hotel CSR and test the hypotheses. Using SPSS and AMOS, exploratory factor analysis, confirmatory factor analysis (CFA), structural equation modeling, and multi-group analysis were conducted to achieve the research objectives. The results of this study show that 10 out of the 13 proposed path coefficients were significant at 0.05, 0.01, or 0.001 level, and the moderating role of position level was partially supported. "Environmental domain," "ethical domain," and "financial/economic domain" significantly affect "attitude toward this CSR-implementing hotel." "Attitude toward this CSR-implementing hotel" significantly affects "job satisfaction with this CSR-implementing hotel" and "organizational commitment with this CSR-implementing hotel." "Job satisfaction with this CSR-implementing hotel" and "organizational commitment with this CSR-implementing hotel" negatively affect "turnover intention" and positively affect "organizational citizenship behavior" and "pro-social behavior." Finally, the employees' position level partially moderates the effects of the proposed model. For theoretical significance, this study developed a hotel CSR scale to fit into the hotel industry. Previous studies on hotel CSR have adopted scales developed in the general business context without considering their validity in the context of hotel industry. This study identified five dimensions comprising employees' perceived hotel CSR: environmental, ethical, legal, social/philanthropic, and financial/economic aspects. The framework of the interrelationships between employees' perceived hotel CSR performance, attitude toward CSR-implementing hotel, satisfaction with CSR-implementing hotel, organizational commitment with CSR-implementing hotel, and behavioral intention was proposed and tested in the context of the United States hotel industry. Practitioners are provided with practical insights into easily understanding CSR impacts on employee perspective in this study. Given the positive effects of hotel environmental, ethical, and financial CSR on employees' job satisfaction, organizational commitment, organizational citizenship behavior, and pro-social behavior, CSR practices can be the specific human resource strategy to foster positive attitude and behavior of employees in organizational and community levels. |
| Rights: | All rights reserved |
| Access: | open access |
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