Author(s): Fatawu, Alhassan ; Manda, Vijaya Kittu ; Tarnanidis, Theodore ; Sousa, Bruno
Date: 2025
Persistent ID: http://hdl.handle.net/11110/3361
Origin: Politécnico do Cávado e do Ave
Subject(s): CSR; customer satisfaction; environmental sustainability; ethical practices; tourism
the differential effects of corporate social responsibility (csR) dimensions—environmental sustainability (es), community engagement (ce), and ethical Practices (eP)—remainunderexplored in the hospitality and tourism industry. this study examines how the csRdimensions impact customer loyalty, brand image, and satisfaction, and investigates themediating roles of perceived value (PV) and customer trust (ct) among hospitality andtourism customers in Ghana. a customer sample of 486 participants is picked from selecthotels, resorts, and travel agencies. the collected data is analyzed using Pls - seM. the studyfinds that csR dimensions strongly impact customer outcomes. es and ce increased brandimage, value, trust, loyalty, and satisfaction. however, eP negatively correlated with perceivedvalue. the study shows how perceived value and customer trust mediate csR efforts tomeaningful customer outcomes. these findings suggest that companies must focus onfunctional and psychological csR benefits to increase brand loyalty and customer satisfaction.
