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Dr. Patricia Martínez García de Leaniz
Business Administration Department, University of Cantabria, 39005, Santander, Spain

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0 Consumer Behavior
0 Corporate Social Responsibility
0 Hospitality
0 Tourism
0 Corporate marketing

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Research article
Published: 28 June 2021 in Current Issues in Tourism
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Corporate social responsibility (CSR) has become an essential concept in the context of the hospitality industry, where it is considered as a significant factor in competition and firms’ survival. However, little is known about the factors that influence electronic word of mouth (eWOM) regarding CSR communication through social media in the hotel context. This research proposes a comprehensive model including expressive information sharing, environmental consciousness, homophily and attitude towards sharing firms’ content (both commercial information and about environmental CSR issues) as predictors of individuals’ intention to share firms’ content on a specific social networking site (SNS). To test the model empirically, Facebook users were surveyed in Spain. Empirical testing confirms most of the hypothesized effects except the influence of expressive information sharing on attitude towards sharing firms’ environmental CSR content, the impact of homophily on attitude towards sharing firms’ commercial content, and the influence of this variable on intentions to share content on Facebook.

ACS Style

Patricia Martínez; Ángel Herrero; Maria del Mar García de Los Salmones. An examination of the determining factors of users’ intentions to share corporate CSR content on Facebook. Current Issues in Tourism 2021, 1 -18.

AMA Style

Patricia Martínez, Ángel Herrero, Maria del Mar García de Los Salmones. An examination of the determining factors of users’ intentions to share corporate CSR content on Facebook. Current Issues in Tourism. 2021; ():1-18.

Chicago/Turabian Style

Patricia Martínez; Ángel Herrero; Maria del Mar García de Los Salmones. 2021. "An examination of the determining factors of users’ intentions to share corporate CSR content on Facebook." Current Issues in Tourism , no. : 1-18.

Articles
Published: 31 March 2020 in Journal of Sustainable Tourism
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Social media has emerged as a powerful and successful tool to disseminate information relating to corporate social responsibility (CSR) in different industries, including the hospitality context. Similarly, the media plays a major role in the domain of CSR since news media materializes corporate goals regarding CSR issues. However, no prior studies have explored the main factors that influence electronic word of mouth (eWOM) on CSR issues covered by the media through social media. This research incorporates the characteristics of information (specific) and individuals’ informational predisposition (general) into an integrative model to examine the key predictors of intention to share and comment on negative CSR news covered by a specific media outlet on a particular social networking site (SNS): Facebook. To empirically test the proposed model, 208 Facebook users were surveyed in Spain. The results show that information value, Facebook trust and self-disclosure have a positive impact on eWOM intentions. It also confirmed that source credibility has a positive impact on information value. However, neither significant relationship was found between Facebook trust and privacy concerns, nor between this variable and intentions to share and comment. Finally, theoretical conclusions, managerial implications, and limitations are discussed.

ACS Style

Patricia Martínez; Ángel Herrero; María Del Mar García-De Los Salmones. Determinants of eWOM on hospitality CSR issues. In Facebook we trust? Journal of Sustainable Tourism 2020, 28, 1479 -1497.

AMA Style

Patricia Martínez, Ángel Herrero, María Del Mar García-De Los Salmones. Determinants of eWOM on hospitality CSR issues. In Facebook we trust? Journal of Sustainable Tourism. 2020; 28 (10):1479-1497.

Chicago/Turabian Style

Patricia Martínez; Ángel Herrero; María Del Mar García-De Los Salmones. 2020. "Determinants of eWOM on hospitality CSR issues. In Facebook we trust?" Journal of Sustainable Tourism 28, no. 10: 1479-1497.

Original paper
Published: 27 February 2020 in Journal of Business Ethics
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Social network sites are a new communication channel to convey CSR information. They are interactive channels that let users participate, spread content and generate positive and negative electronic word-of-mouth about companies (eWOM) that can dramatically affect their reputation and future business. To identify the factors behind this behaviour, we designed a causal model to explain the intention to both comment on and share a negative corporate social responsibility (CSR) news posted on Facebook. We included the following as explanatory variables: social consciousness, environmental consciousness, information usefulness, corporate image and attitude towards sharing and commenting on CSR news. We surveyed 208 Facebook users who evaluated a fictitious news item about an environmental issue. We observed that social and environmental consciousness influences the usefulness of information and the attitude towards behaviour, which may explain the eWOM intention of the specific news. However, corporate image can cause people to refrain from generating eWOM and spreading the news on their friend social network.

ACS Style

Maria Del Mar García-De Los Salmones; Angel Herrero; Patricia Martínez. Determinants of Electronic Word-of-Mouth on Social Networking Sites About Negative News on CSR. Journal of Business Ethics 2020, 171, 583 -597.

AMA Style

Maria Del Mar García-De Los Salmones, Angel Herrero, Patricia Martínez. Determinants of Electronic Word-of-Mouth on Social Networking Sites About Negative News on CSR. Journal of Business Ethics. 2020; 171 (3):583-597.

Chicago/Turabian Style

Maria Del Mar García-De Los Salmones; Angel Herrero; Patricia Martínez. 2020. "Determinants of Electronic Word-of-Mouth on Social Networking Sites About Negative News on CSR." Journal of Business Ethics 171, no. 3: 583-597.

Journal article
Published: 09 September 2019 in Spanish Journal of Marketing - ESIC
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Purpose This study aims to explore the relationships among green practices, environmental corporate social responsibility (CSR) image, customers’ trust and their behavioral intentions in a certified hotel context and examine the moderating effect of customers’ involvement in the buying process. Design/methodology/approach A survey was used to collect data from Spanish hotel customers. A structural equation model was developed to assess the research hypotheses. Findings Consumers’ trust on environmentally certified hotels has a direct effect on their behavioral intentions. Environmental CSR image has a direct effect on consumers’ trust on environmentally certified hotels, but it does not exert significant influence on consumers’ behavioral intentions. Additionally, the results support a positive and significant influence of consumers’ perceptions of green practices on the environmental CSR image of hotels. Finally, there is not a moderating effect of consumers’ involvement on the effects of green practices on CSR environmental image and of this variable on behavioral intentions. Research limitations/implications To cross validate the results of this study, it is recommended that the formation of behavioral intentions in various types of environmentally certified hotel settings be investigated in future research. Practical implications Hospitality managers should design strategies to raise the perception of the green-related features of environmentally certified companies. Originality/value No prior study investigates the relationship between green practices, customers’ trust, their degree of involvement in the buying process and their behavioral intentions in relation to companies’ environmental CSR image in the hotel sector.

ACS Style

Patricia Martínez García De Leaniz; Ángel Herrero Crespo; Raquél Gómez-López. The role of environmental CSR practices on the formation of behavioral intentions in a certified hotel context. Spanish Journal of Marketing - ESIC 2019, 23, 205 -226.

AMA Style

Patricia Martínez García De Leaniz, Ángel Herrero Crespo, Raquél Gómez-López. The role of environmental CSR practices on the formation of behavioral intentions in a certified hotel context. Spanish Journal of Marketing - ESIC. 2019; 23 (2):205-226.

Chicago/Turabian Style

Patricia Martínez García De Leaniz; Ángel Herrero Crespo; Raquél Gómez-López. 2019. "The role of environmental CSR practices on the formation of behavioral intentions in a certified hotel context." Spanish Journal of Marketing - ESIC 23, no. 2: 205-226.

Research article
Published: 10 April 2019 in Corporate Social Responsibility and Environmental Management
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Growing environmental awareness has made customers change their attitudes and increasingly demand that the hospitality industry provides products and services that are environmentally friendly. This sector faces increasing pressure to operate in a more ecofriendly manner given its negative influence on the natural environment. Extant research demonstrates that sustainable tourism can be promoted through environmental certifications. However, little attention has been paid to the relevance of customer perceptions about these schemes and their influence on customer behavioral intentions. So that, this study attempts to explore the conditions under which perceived green image leads to favorable customer behavioral intentions towards environmentally certified hotels by considering the mediating effects of functional and emotional images. A structured questionnaire was used to collect data from hotel customers in Spain. The results indicate that green image serves as a predictor of functional image, which in turn is linked to customer behavioral intentions. This shows that the evaluation of environmental issues influences the assessment of cognitive aspects, although not the direct evaluation of affective aspects. Consequently, green image associations directly influence the cognitive responses of consumers but not their emotions. Therefore, consumers will evaluate a hotel's functional image not only by considering traditional attributes but also by taking into account environmental issues. These findings suggest that hotel companies should work to develop a green positioning strategy developing products and services possessing both greenness and high‐value attributes.

ACS Style

Patricia Martínez; Ángel Herrero; Raquel Gómez‐López. Corporate images and customer behavioral intentions in an environmentally certified context: Promoting environmental sustainability in the hospitality industry. Corporate Social Responsibility and Environmental Management 2019, 1 .

AMA Style

Patricia Martínez, Ángel Herrero, Raquel Gómez‐López. Corporate images and customer behavioral intentions in an environmentally certified context: Promoting environmental sustainability in the hospitality industry. Corporate Social Responsibility and Environmental Management. 2019; ():1.

Chicago/Turabian Style

Patricia Martínez; Ángel Herrero; Raquel Gómez‐López. 2019. "Corporate images and customer behavioral intentions in an environmentally certified context: Promoting environmental sustainability in the hospitality industry." Corporate Social Responsibility and Environmental Management , no. : 1.

Journal article
Published: 10 December 2018 in Cuadernos de Turismo
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La responsabilidad social corporativa (RSC) se ha convertido en un elemento crucial en la estrategia corporativa de las compañías hoteleras. Una de las principales razones es que el desarrollo de este tipo de iniciativas favorece el desarrollo de mayores niveles de lealtad entre los consumidores. Igualmente, las características demográficas de los consumidores son una línea de investigación que tradicionalmente ha centrado la atención de multitud de investigadores por considerarse herramientas útiles para la segmentación de los mercados y la caracterización de los consumidores. Sin embargo, son pocos los estudios que han tratado de explorar el papel que juegan las características demográficas de los consumidores en sus respuestas comportamentales basadas en aspectos de RSC. De este modo, el objetivo de esta investigación es analizar el papel de tres características demográficas –género, edad y nivel educativo– en un modelo conceptual que relaciona las percepciones de RSC y la lealtad de los consumidores. Los resultados revelan que estas variables demográficas moderan diversas relaciones del modelo propuesto.

ACS Style

Patricia Martínez; Ignacio Rodríguez Del Bosque. Determinación del papel de las características demográficas de los consumidores en el proceso de formación de lealtad basada en aspectos socialmente responsables. Cuadernos de Turismo 2018, 317 -333.

AMA Style

Patricia Martínez, Ignacio Rodríguez Del Bosque. Determinación del papel de las características demográficas de los consumidores en el proceso de formación de lealtad basada en aspectos socialmente responsables. Cuadernos de Turismo. 2018; (42):317-333.

Chicago/Turabian Style

Patricia Martínez; Ignacio Rodríguez Del Bosque. 2018. "Determinación del papel de las características demográficas de los consumidores en el proceso de formación de lealtad basada en aspectos socialmente responsables." Cuadernos de Turismo , no. 42: 317-333.

Conference paper
Published: 01 March 2018 in INTED2018 Proceedings
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ACS Style

Lidia Sanchez-Ruiz; Patricia Martínez. INFORMATION LITERACY SKILLS DEVELOPMENT: AN EXPLORATORY ANALYSIS IN THE UNIVERSITY AREA. INTED2018 Proceedings 2018, 6435 -6441.

AMA Style

Lidia Sanchez-Ruiz, Patricia Martínez. INFORMATION LITERACY SKILLS DEVELOPMENT: AN EXPLORATORY ANALYSIS IN THE UNIVERSITY AREA. INTED2018 Proceedings. 2018; ():6435-6441.

Chicago/Turabian Style

Lidia Sanchez-Ruiz; Patricia Martínez. 2018. "INFORMATION LITERACY SKILLS DEVELOPMENT: AN EXPLORATORY ANALYSIS IN THE UNIVERSITY AREA." INTED2018 Proceedings , no. : 6435-6441.

Proceedings
Published: 01 January 2018 in Proceedings
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The objective of this paper is to analyze the perception of future graduates in Business Administration and Management on the conceptualization, constitution and regulation of the work groups in the university classrooms. To achieve this objective, the Questionnaire for the Analysis of Cooperative Work in Higher Education (ACOES) will be used. The results show that the respondents consider that cooperative learning helps them to develop their social skills and is as an opportunity to get to know their peers. In addition, cooperative learning gives them the ability to reach agreements with different opinions and the ability to understand the ideas of other colleagues. Likewise, the main problem is the lack of coordination between the different subjects. Regarding the formation of the groups, the respondents prefer to form them by applying friendship criteria. Finally, the respondents consider that the groups should be permanents and formed by 4 or 5 members.

ACS Style

Raquel Gómez-López; Patricia Martínez; Lidia Sanchez-Ruiz. Cooperative Learning and Perception in Future Graduates of Business Administration and Management. Proceedings 2018, 2, 1344 .

AMA Style

Raquel Gómez-López, Patricia Martínez, Lidia Sanchez-Ruiz. Cooperative Learning and Perception in Future Graduates of Business Administration and Management. Proceedings. 2018; 2 (21):1344.

Chicago/Turabian Style

Raquel Gómez-López; Patricia Martínez; Lidia Sanchez-Ruiz. 2018. "Cooperative Learning and Perception in Future Graduates of Business Administration and Management." Proceedings 2, no. 21: 1344.

Original articles
Published: 31 October 2017 in International Journal of Hospitality & Tourism Administration
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Corporate social responsibility is considered an important element in the development of brand equity. Extant research in this context is mainly focused on the relationship between this corporate philosophy and financial performance, overlooking its potential to develop competitive advantages through brand equity dimensions. The aim of this research is to explore the impact of socially responsible aspects on hotel brand equity. To test the proposed model personal surveys of hotel customers were conducted. A structural equation model was developed to test the research hypotheses. The findings show that corporate social responsibility has positive effects on brand image, perceived quality, brand awareness, and brand loyalty.

ACS Style

Patricia Martínez; Noriaki Nishiyama. Enhancing customer-based brand equity through CSR in the hospitality sector. International Journal of Hospitality & Tourism Administration 2017, 20, 329 -353.

AMA Style

Patricia Martínez, Noriaki Nishiyama. Enhancing customer-based brand equity through CSR in the hospitality sector. International Journal of Hospitality & Tourism Administration. 2017; 20 (3):329-353.

Chicago/Turabian Style

Patricia Martínez; Noriaki Nishiyama. 2017. "Enhancing customer-based brand equity through CSR in the hospitality sector." International Journal of Hospitality & Tourism Administration 20, no. 3: 329-353.

Journal article
Published: 13 July 2015 in International Journal of Contemporary Hospitality Management
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Purpose – This study aims to propose a hierarchy of effects model to study three antecedents of green loyalty: green trust, green satisfaction and green overall image, and to examine the relationships between these variables. At present, environmental issues attract the attention of academics and professionals around the world. In the hospitality industry, this interest is even greater because of the considerable quantities of water and energy consumed by hotel companies and because of the environmental degradation that this industry can cause with unmanaged growth and development. For this reason, several authors have proposed incorporating the green loyalty construct as a key variable in tourism theory and practice. Design/methodology/approach – To test the proposed model empirically, personal surveys of hotel customers were conducted in Spain using a structured questionnaire. A structural equations model was developed to test the research hypothesis. Findings – The findings show that green overall image has positive direct effects on green trust, green satisfaction and green loyalty. At the same time, they reveal that both green trust and green satisfaction have positive effects on green loyalty. In addition, green trust has a positive influence on green satisfaction. Research limitations/implications – This research deals with the relationship between the variables of interest, without considering other antecedents and consequences. Thus, there is still a need to explore other mediating variables (e.g. willingness to pay more to stay in a green room, or commitment regarding environmental issues), as the explanatory power of this model could still be improved. In addition, given the role of green trust and green satisfaction as mediating variables of green overall image and green loyalty, this study recognizes the need for in-depth research into the enhancement of green trust and green satisfaction. Practical implications – From a practical point of view, hoteliers and marketers working for a green hotel should develop a positive green overall image and enhance customers’ perceptions of green trust and green satisfaction. In particular, they should emphasize the importance of environmental issues to customers by promoting green campaigns. At the same time, hoteliers in a green context should create effective strategies to improve their hotel’s image. Originality/value – Although existing research has investigated relevant aspects of customer trust, satisfaction, overall image and loyalty, these issues have not been discussed from a green marketing perspective. Apart from that, the main contribution of this paper is its exploration of the influence of green trust, green satisfaction and green overall image on green loyalty in a hospitality setting, following the framework of the hierarchy of effects model. By complementing previous studies on customer loyalty in the environmental context and exploring the relationships among these constructs, this study offers an assessment of how green marketing strategies in the hospitality industry increase green loyalty.

ACS Style

Patricia Martínez. Customer loyalty: exploring its antecedents from a green marketing perspective. International Journal of Contemporary Hospitality Management 2015, 27, 896 -917.

AMA Style

Patricia Martínez. Customer loyalty: exploring its antecedents from a green marketing perspective. International Journal of Contemporary Hospitality Management. 2015; 27 (5):896-917.

Chicago/Turabian Style

Patricia Martínez. 2015. "Customer loyalty: exploring its antecedents from a green marketing perspective." International Journal of Contemporary Hospitality Management 27, no. 5: 896-917.

Chapter
Published: 01 January 2015 in Handbook of Research on the Impacts and Implications of COVID-19 on the Tourism Industry
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The aim of this chapter is to explore how Corporate Social Responsibility (CSR) associations and corporate image influence customers´ behavior. Specifically, a model is proposed in which CSR and corporate image positively condition customer loyalty. It also proposes that the company´ social responsible initiatives influence customer satisfaction. In order to test this model structural equation modelling is employed on a sample of 382 Spanish hotel customers. This study finds that both corporate image and customer satisfaction contribute to achieve customer loyalty, also proving the roles of corporate image as a mediating variable. Additionally, our results show that CSR influences customer satisfaction. Finally, although we did not corroborate that CSR associations increase customer loyalty CSR associations have an indirect effect on loyalty through corporate image. As the results of studies concerning loyalty will depend on the services or products examined other business areas should be considered to find out about the generalization of these results. Second, other relevant variables could be included in further research.

ACS Style

Patricia Martínez; Ignacio Rodríguez Del Bosque. Explaining Consumer Behavior in the Hospitality Industry. Handbook of Research on the Impacts and Implications of COVID-19 on the Tourism Industry 2015, 501 -519.

AMA Style

Patricia Martínez, Ignacio Rodríguez Del Bosque. Explaining Consumer Behavior in the Hospitality Industry. Handbook of Research on the Impacts and Implications of COVID-19 on the Tourism Industry. 2015; ():501-519.

Chicago/Turabian Style

Patricia Martínez; Ignacio Rodríguez Del Bosque. 2015. "Explaining Consumer Behavior in the Hospitality Industry." Handbook of Research on the Impacts and Implications of COVID-19 on the Tourism Industry , no. : 501-519.

Research article
Published: 01 December 2014 in Tourism Culture & Communication
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ACS Style

Patricia Martínez; Ignacio Rodríguez Del Bosque. Analyzing Responsible Corporate Identity in the Hospitality Sector: A Case Study. Tourism Culture & Communication 2014, 14, 183 -197.

AMA Style

Patricia Martínez, Ignacio Rodríguez Del Bosque. Analyzing Responsible Corporate Identity in the Hospitality Sector: A Case Study. Tourism Culture & Communication. 2014; 14 (3):183-197.

Chicago/Turabian Style

Patricia Martínez; Ignacio Rodríguez Del Bosque. 2014. "Analyzing Responsible Corporate Identity in the Hospitality Sector: A Case Study." Tourism Culture & Communication 14, no. 3: 183-197.

Journal article
Published: 29 July 2014 in Academia Revista Latinoamericana de Administración
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Purpose The purpose of this paper is to investigate the influence of corporate social responsibility (CSR) on brand image and loyalty in the hotel industry. Design/methodology/approach A reflective structural equations model was developed to test the research hypothesis. The study was tested using data collected from a sample of Spanish consumers who assessed the top ten Spanish hotel chains operating in the Latin American context. Findings The role of CSR as a tool to generate both functional and affective brand image, and loyalty was confirmed. CSR has a greater influence on the affective dimension of brand image, whereas functional image has a greater influence on brand loyalty. Furthermore, CSR can be seen as having a direct positive effect on brand loyalty. Research limitations/implications It is necessary to extend this study to other subsectors in the tourism industry and to other Latin American countries. Future research should measure CSR as a formative construct to provide a greater consensus regarding the measurement of this topic. Moreover, the inclusion of new variables in the model would increase its explanatory power. Originality/value The principal contribution of this paper is that it provides important insights into the development of efficient strategies to enhance brand image and loyalty through CSR. Findings from this study may be of importance for hotel managers and directors when developing more effective branding strategies.

ACS Style

Patricia Martínez; Andrea Pérez; Ignacio Rodríguez Del Bosque. CSR influence on hotel brand image and loyalty. Academia Revista Latinoamericana de Administración 2014, 27, 267 -283.

AMA Style

Patricia Martínez, Andrea Pérez, Ignacio Rodríguez Del Bosque. CSR influence on hotel brand image and loyalty. Academia Revista Latinoamericana de Administración. 2014; 27 (2):267-283.

Chicago/Turabian Style

Patricia Martínez; Andrea Pérez; Ignacio Rodríguez Del Bosque. 2014. "CSR influence on hotel brand image and loyalty." Academia Revista Latinoamericana de Administración 27, no. 2: 267-283.

Articles
Published: 18 July 2014 in Journal of Hospitality Marketing & Management
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One of the most important aspects in the field of marketing is to explore the path to customer loyalty. Previous studies have presented several approaches on this issue incorporating differing central constructs. However, researchers have given little consideration to social identification antecedents to hotel customer loyalty development. This study follows an integrated approach and proposes a model with two social exchange constructs (customer trust and commitment) and one social identity variable (customer identification) as the most significant elements between the perception of a responsible corporate behavior and hotel customer loyalty. Empirical data were analyzed using structural equation modeling. Findings demonstrate that corporate social responsibility positively impact on customer trust, commitment, and identification with the company. Furthermore, customer trust, along with customer commitment and customer identification with the company positively influence hotel customer loyalty. Finally, customer trust has a positive direct effect on customer commitment and identification.

ACS Style

Patricia Martínez García De Leaniz; Ignacio Rodríguez Del Bosque Rodríguez. Exploring the Antecedents of Hotel Customer Loyalty: A Social Identity Perspective. Journal of Hospitality Marketing & Management 2014, 24, 1 -23.

AMA Style

Patricia Martínez García De Leaniz, Ignacio Rodríguez Del Bosque Rodríguez. Exploring the Antecedents of Hotel Customer Loyalty: A Social Identity Perspective. Journal of Hospitality Marketing & Management. 2014; 24 (1):1-23.

Chicago/Turabian Style

Patricia Martínez García De Leaniz; Ignacio Rodríguez Del Bosque Rodríguez. 2014. "Exploring the Antecedents of Hotel Customer Loyalty: A Social Identity Perspective." Journal of Hospitality Marketing & Management 24, no. 1: 1-23.

Journal article
Published: 09 August 2013 in Journal of Business Ethics
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Recently, organizational identity is being given more attention than ever before in the business world. This notion has grown substantially in importance in the hospitality industry. Facing increased competition, hospitality companies are driven to project a positive image to their stakeholders. Therefore, these organizations have begun to develop new organizational identity programs as part of their strategies to achieve their desired identities. This study analyzes the role of corporate social responsibility in the definition of the Organizational Identity of these organizations, employing a qualitative research methodology based on an illustrative case study. Particularly, the authors analyze the case of Meliá Hotels International, a leading hotel company in Spain with a presence in 27 countries. The findings indicate that the company has formally integrated CSR into its strategy to align its actual identity with its desired and conceived identity in view of the critics in its local community. Moreover, the interest of the firm toward its stakeholders suggests that the company understands its conceived identity as an important link in understanding its organizational identity. This paper demonstrates that firm’s organizational identity is a set of several elements. When analyzing Meliá Hotels International’s identity, we see that the firm defines this concept as that which is most central, enduring, and distinctive about the organization. In this sense, the company appears to follow the vision-driven approach by referring to the organizational mission and vision statements, organizational philosophy, and core values as the basis of organizational identity.

ACS Style

Patricia Lopez Martinez; Andrea Pérez; Ignacio Rodríguez Del Bosque. Exploring the Role of CSR in the Organizational Identity of Hospitality Companies: A Case from the Spanish Tourism Industry. Journal of Business Ethics 2013, 124, 47 -66.

AMA Style

Patricia Lopez Martinez, Andrea Pérez, Ignacio Rodríguez Del Bosque. Exploring the Role of CSR in the Organizational Identity of Hospitality Companies: A Case from the Spanish Tourism Industry. Journal of Business Ethics. 2013; 124 (1):47-66.

Chicago/Turabian Style

Patricia Lopez Martinez; Andrea Pérez; Ignacio Rodríguez Del Bosque. 2013. "Exploring the Role of CSR in the Organizational Identity of Hospitality Companies: A Case from the Spanish Tourism Industry." Journal of Business Ethics 124, no. 1: 47-66.

Journal article
Published: 24 June 2013 in International Journal of Hospitality Management
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Corporate social responsibility (CSR) has become a crucial construct in hospitality companies. One of the main reasons is due to the idea that CSR influence consumer loyalty. This paper presents a model of influence of CSR on hotel customer loyalty by simultaneously including trust, customer identification with the company and satisfaction as mediators by showing the direct and indirect effects among these constructs. In the proposed model, loyalty is indirectly affected by perceived CSR, via the mediation of trust, identification and satisfaction. Empirical testing using a survey of Spanish hotel consumers confirms most of our hypothesized effects except the effect of customer trust on customer identification with the company. Finally, managerial implications and limitations of our findings are discussed.

ACS Style

Patricia Martínez; Ignacio Rodríguez del Bosque. CSR and customer loyalty: The roles of trust, customer identification with the company and satisfaction. International Journal of Hospitality Management 2013, 35, 89 -99.

AMA Style

Patricia Martínez, Ignacio Rodríguez del Bosque. CSR and customer loyalty: The roles of trust, customer identification with the company and satisfaction. International Journal of Hospitality Management. 2013; 35 ():89-99.

Chicago/Turabian Style

Patricia Martínez; Ignacio Rodríguez del Bosque. 2013. "CSR and customer loyalty: The roles of trust, customer identification with the company and satisfaction." International Journal of Hospitality Management 35, no. : 89-99.

Original articles
Published: 09 May 2013 in Journal of Travel & Tourism Marketing
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This article aims at developing an efficient measurement scale for corporate social responsibility in the tourism industry, given the contextual character that is recognized in the practice of this construct. Indicators were generated on the basis of a literature review and qualitative research. To assess the reliability and validity, first- and second-order confirmatory factor analysis were carried out. Results show a multidimensional structure of this construct—including economic, social, and environmental issues. This study contributes to the advancement of knowledge in the field of social responsibility through its practical application regarding concepts of sustainable development which have mainly been theoretical. The authors would like to thank the two anonymous reviewers for many helpful comments and suggestions. View all notes

ACS Style

Patricia Martínez; Andrea Pérez; Ignacio Rodríguez Del Bosque. Measuring Corporate Social Responsibility in tourism: Development and validation of an efficient measurement scale in the hospitality industry. Journal of Travel & Tourism Marketing 2013, 30, 365 -385.

AMA Style

Patricia Martínez, Andrea Pérez, Ignacio Rodríguez Del Bosque. Measuring Corporate Social Responsibility in tourism: Development and validation of an efficient measurement scale in the hospitality industry. Journal of Travel & Tourism Marketing. 2013; 30 (4):365-385.

Chicago/Turabian Style

Patricia Martínez; Andrea Pérez; Ignacio Rodríguez Del Bosque. 2013. "Measuring Corporate Social Responsibility in tourism: Development and validation of an efficient measurement scale in the hospitality industry." Journal of Travel & Tourism Marketing 30, no. 4: 365-385.

Journal article
Published: 06 October 2012 in Service Business
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Research on corporate social responsibility (CSR) has notably increased in recent years and many scales for measuring CSR image have been developed in academic literature. Due to the contextual character recognized in the implementation of CSR strategies, in this paper a new scale based on stakeholder theory is developed to evaluate customers’ perception regarding the CSR performance of their banking service providers. The proposal of reliable measurement tools for evaluating customers’ perception is especially relevant for companies because of their significant role in influencing the design and implementation of corporate strategies. Results demonstrate the reliability and validity of this new scale in two different samples. In the banking industry, CSR includes corporate responsibilities toward customers, shareholders, employees, society, and all legal and ethical requirements of banking institutions. Nevertheless, different kinds of banking institutions have specific CSR images, which reveal different strategic approaches to CSR.

ACS Style

Andrea Pérez; Patricia Martínez; Ignacio Rodríguez Del Bosque. The development of a stakeholder-based scale for measuring corporate social responsibility in the banking industry. Service Business 2012, 7, 459 -481.

AMA Style

Andrea Pérez, Patricia Martínez, Ignacio Rodríguez Del Bosque. The development of a stakeholder-based scale for measuring corporate social responsibility in the banking industry. Service Business. 2012; 7 (3):459-481.

Chicago/Turabian Style

Andrea Pérez; Patricia Martínez; Ignacio Rodríguez Del Bosque. 2012. "The development of a stakeholder-based scale for measuring corporate social responsibility in the banking industry." Service Business 7, no. 3: 459-481.