Purpose: This study aims to examine consumption emotions and customer–company identification as mediating variables to explore the association of perceived corporate social responsibility (CSR) on green consumer behavior in a hospitality–lodging context. Design/methodology/approach: Using a stimulus–organism–response framework, an integrated model is developed. The hypothesized relationships of the research model are tested using the structural equation modeling technique. Data were gathered from hotel guests at a UNESCO World Heritage Site in China. Findings: Perceived CSR directly affects positive emotions, negative emotions and customer–company identification. Positive emotions significantly influence customer–company identification. Positive emotions and customer–company identification partially mediate the relationship between perceived CSR and green consumer behavior. Hotel type was not found to be a moderating factor. Research limitations/implications: Perceived CSR can act to influence consumers’ behaviors more broadly via an increased likelihood of engaging in green consumer behavior. Implementing CSR strategies at the company level may provide additional benefits to society as a whole. The proposed relationships need to be replicated in other service organizations, segments and cultures to better assess the generalizability of the findings. Originality/value: This study investigates the association between consumption emotions and customer–company identification, which has been missing in the tourism/hospitality literature. This study also extends previous CSR literature by examining the potential moderating role of hospitality type.

This study presents a cognitive appraisal model that identifies consumption emotions and trust as key mediators in the relationship between perceived service fairness and behavioral intentions (i.e., revisit intentions and word-of-mouth (WOM) referrals). The structural equation modeling (SEM) technique was employed to examine empirically a conceptual tourist behavior model using questionnaires answered by 541 tourists in Xiamen, a “garden city” in China. The findings confirmed the mediating role of emotions and trust, which imply that the travel behavioral intentions formation process is both an emotional experience process and a relationship building process between tourists and the destination service providers. By understanding the relationship and linkages between perceived service fairness and behavioral intentions, city managers, urban tourism managers, and service providers can formulate more effective marketing strategies to strengthen tourists’ loyalty, revisit and WOM referral intentions.

Current research on tourist destination residents’ attitudes lacks an in-depth investigation of the roles of the resident-community relationship and quality-of-life. Using social exchange and relational quality theories, this study examines the effect of personal benefits from tourism on the resident-community relationship. Hypothesized relationships are examined using the structural equation model technique. Utilizing a stratified random sampling technique, residents of Gulangyu Island located in Xiamen City, China, were surveyed. By integrating ideas from both social exchange theory and relational quality theory, the current study provides new insights into the relationship amongst the perceived personal benefits that residents obtain from tourism in their communities and the resulting level of their backing for tourism development. Relational quality theory is extended through investigation of the function of important relationship variables in the unique setting of a tourist destination. Study findings also provide support for a quality-of-life to support for tourism development relationship. In addition, multi-mediating analysis provides new insights regarding the nature of the relationship that personal benefits from tourism have with resident backing for tourism development. Findings from this study can assist researchers and destination officials to better identify some of the driving factors that impact resident support for tourism development.

This study examined the effects of service fairness and service quality on tourists’ behavioral intentions and subjective well-being (SWB) with the mediation of satisfaction. It conceptualizes SWB as a sociopsychological benefit that people receive from tourism activities in parallel with behavioral intentions to visit the destination treated as economic benefit. A self-administered questionnaire survey was conducted in Xiamen city of Fujian Province, China, and a valid sample of 541 tourists was used for data analysis. Findings show that service fairness has more of an effect on behavioral intentions and SWB than service quality; and such differentiated effects can be partly attributed to the mediating role of satisfaction between the antecedent constructs (i.e, service fairness and service quality) and consequence constructs (i.e, behavioral intentions and tourist SWB). The results suggest that tourism service providers should deliver services in a fairer way and tourist SWB should be attended to by both governments and academics.

Based on extant research, this study proposes a model that integrates destination social responsibility (DSR), relationship quality with local residents (i.e. overall community satisfaction, resident trust, and resident identification), and destination economic performance. With survey data collected from a well-known ancient town in South China, this study determined that DSR could enhance the relationship quality between the destination and its residents, which could then improve economic performance in a general manner. Implications for tourism planners and destination management organizations as well as for interested researchers are presented at the end of this study.

This study investigated structural relationships among customers’ perceptions of corporate social responsibility (CSR), corporate reputation, customer emotions, and behavioral intentions in the hospitality service context. Based on the stakeholder theory and signaling theory, the study postulates that customer’s perceptions of CSR, as a cognitive evaluation, influence their evaluation of the service provider’s corporate reputation; both CSR and corporate reputation influence customer emotions as affective states of mind, and customer behavioral intentions (i.e., loyalty intentions, word-of-mouth) as conative behavioral constructs. 451 valid surveys were collected from hotel guests staying in three resort hotels in Hunan Province, China, and data were analyzed using structural equation modeling (SEM). Results show that CSR has a significant effect on corporate reputation, and customer emotions (positive and negative) partially mediate the effects of CSR and corporate reputation on loyalty intentions and word-of-mouth. The study provides empirical evidence to support the link between CSR and customer affective and conative experiences in the modern service context of China. Both theoretical and practical implications are discussed.