Managing CSR in Croatian Hospitality: The Case of Luxury Boutique Hotels

Vanja Gnjidic ., Roberta Kurti Vukovic .

Abstract


Despite the vast research in the field of Corporate Social Responsibility (CSR), little has been done to analyze luxury hospitality. The overall image that emerges from literature is negative, presuming that hotels use CSR often as greenwashing or marketing tool. This study is not about its procedures, it goes one step further, putting participants in the spotlight. Both guests and hotel workers are involved in the research through interviews (group interviews and in-depth interviews with hotel managers). One of the authors was involved as participant observant and interviewer/moderator. The analysis of field work conducted in a couple of boutique luxury hotels in Croatian coastline shows diametrically opposite results. Having regard that this is an exploratory study, the intent was not to generalize but to provide an insight into better understanding of how guests’ expectations change the hospitality industry and managerial challenges during that process. This project will contribute as a relevant starting point for future researchers in the area of sustainability in luxury hospitality.

Keywords


Corporate social responsibility (CSR), luxury hospitality, managerial challenges, boutique hotels.

Full Text:

PDF

References


APAT (2002). Waste Report, Higher Institute for Environmental Protection and Research.

Berry, R. S. Y., (1999). Collecting data by in-depth interviewing, Paper presented at the British Educational Research Association Annual Conference, University of Sussex at Brighton, September 2 - 5 1999.

Bohdanowicz, P. & Zientara P. (2008). Hotel companies’ contribution to improving the quality of life of local communities and the well-being of their employees. Tourism and Hospitality Research, Vol. 9, 147–158.

Brenner, M. L. (2016). Focus Groups 101: The Brand Marketer's Guide to the 5 Stages of Focus Group Research, Amazon Digital Services LLC.

Calveras, A. (2015). Corporate Social Responsibility Strategy in the Hotel Industry: Evidence from the Balearic Islands, International Journal of Tourism Research, vol. 17, issue 4, 399–408.

ChungAh Kim, Sang Hyuck Kim & Keon Hee Lee (2015). A Comparison Study of Multinational Chain Hotel Employees’ Perceptions of Corporate Social Responsibility in China and Korea, Emerging Markets Finance and Trade, 51:2, 364-376.

Dodds, R., Kuehnel, J. (2010). CSR among Canadian mass tour operators: good awareness but little action. International Journal of Contemporary Hospitality Management, Vol. 22 Issue: 2, 221-244.

Enz, C. A., & Siguaw, J. A. (1999). Best hotel environmental practices [Electronic version]. Cornell Hotel and Restaurant Administration Quarterly, 40(5), 72-77. Retrieved [insert date], from Cornell University, School of Hospitality Administration site: http://scholarship.sha.cornell.edu/articles/488/

EU strategy 2011-14 for Corporate Social Responsibility, COM (2011). 681 final, Brussels. Retrieved from: https://eur-lex.europa.eu/LexUriServ/LexUriServ.do?uri=COM:2011:0681:FIN:en:PDF

Garay, L. and Font, X. (2012). Doing good to do well? Corporate social responsibility reasons, practices and impacts in small and medium accommodation enterprises. International Journal of Hospitality Management, Vol. 31, No. 2, 329-337.

Gilmore, B. J. (1999). The Experience Economy: Work is theatre and every business a stage. Boston, Massachusses, USA: Harvard business School Press.

Goodman, A. (2000). Implementing Sustainability in Service Operations at Scandic Hotels, Interfaces, 30(3), 202-214.

Grigoras, L.-M. & Abu, R.-G. (2015). Study on the involvement of tourism companies into CSR actions, Bulletin of the Transilvania University of Brasov, Vol. 8 , No.2, 175-184.

Heikkurinen, P. (2011). Strategic Corporate Responsibility in the Food Chain, Corporate Social Responsibility and Environmental Management, Vol.18, Issue 5, 306 - 316.

Holcomb, J. L., Upchurch, R. S. and Okumus, F. (2007). Corporate Social Responsibility: What Are Top Hotel Companies reporting? International Journal of Contemporary Hospitality Management, Vol. 19, No.6, 461-475.

Inoue, Y. and Lee, S. (2011). Effects of different dimensions of corporate social responsibility on corporate financial performance in tourism - related industries. Tourism Management, Vol. 32, 790-804.

Kang, K., Lee, S., Huh, C. (2010). Impacts of positive and negative corporate social responsibility activities on company performance in the hospitality industry. International Journal of Hospitality Management, Vol. 29, 72 - 82.

Knowles, T., Macmillan, S., Palmer, J., Grabowski, P. and Hashimoto A. (1999). The development of environmental initiatives in tourism: responses from the London hotel sector. International Journal of tourism research, Vol. 1, No. 4, pp. 255-265.

Kong, D. (2012). Does corporate social responsibility matter in the food industry? Evidence from a nature experiment in China. Food Policy, 37, 323-334.

Kucukusta, D., Mak, A., Chan, X., (2013). Corporate social responsibility practices in four and five-star hotels: Perspectives from Hong Kong visitors. International Journal of Hospitality Management, 34 (0), 19-30.

Lee, E.M., Park, S.Y., Rapert, M.I., Newman, C.L., (2012). Does perceived consumer fit matter in corporate social responsibility issues?. Journal of Business Research, Volume 65, Issue 11, 1558-1564.

Leszczynska, A. (2010). Manager's attitude toward environment. Industrial Management & Data Systems, Vol. 110 Issue: 8, 1234-1250.

Mahadi, R., Khalid, S. N.A. & Stocker, K. (2017). The Realisation of Green Ideals into Management Practice: The Use of Management Control System in a Hospitality Setting, Jurnal Pengurusan, Vol. 51, 125-134.

Manaktola, K., Jauhari, V. (2007). "Exploring consumer attitude and behaviour towards green practices in the lodging industry in India”. International Journal of Contemporary Hospitality Management, Vol. 19 Issue: 5, 364-377.

Marshall, C., and Rossman, G.B. (1989). Designing qualitative research. Newbury Park, CA: Sage.

MKG Consulting (2007). The Official 2007 Ranking of Groups and Hotel Brands Worldwide. MKG Hospitality.

Patton, M.Q., (2002). Qualitative Research & Evaluation Methods, SAGE, 2002

Pérez Ruiz, A. & Rodríguez del Bosque, I. (2015). An Integrative Framework to Understand How CSR Affects Customer Loyalty through Identification, Emotions and Satisfaction, Journal of Business Ethics, Vol. 129, Issue 3, 571-584.

Pine, B. J., and Gilmore, J.H., (1999). Welcome to the Experience Economy. Harvard Business Review, Volume 76, Issue 4, 97-105.

Polonsky M. J., Jevons C., (2006). Understanding issue complexity when building a socially responsible brand, European Business Review, Vol. 18 Issue: 5, pp.340-349, https://doi.org/10.1108/09555340610686930

Quinn, L., Dalton, M., (2009). Leading for sustainability: implementing the tasks of leadership. Corporate Governance: The international journal of business in society, Vol. 9 Issue: 1, 21-38.

Robinot, E. and Giannelloni, J. L. (2009). Attitude toward Environmentally Friendly Hospitality Management: a Measurement Scale, Recherche et Applications en Marketing, Vol. 24, n° 2/2009.

Schubert, F., Kandampully, J., Solnet & D., Kralj, A. (2010). Exploring consumer perceptions of green restaurants in the US, Tourism and Hospitality Research Vol. 10, Issue 4, 286–300.

Stanisavljević, M. (2017). Does Customer Loyalty Depend on Corporate Social Responsibility? Our Economy, Vol. 63, No. 1, 38–46.

Steger Ulrich, Aileen Ionescu‐Somers, Oliver Salzmann, (2007). The economic foundations of corporate sustainability, Corporate Governance: The international journal of business in society, Vol. 7 Issue: 2, pp.162-177, https://doi.org/10.1108/14720700710739804

Sufi, T. & Lyons, H. (2003). Mission statements exposed, International Journal of Contemporary Hospitality Management, DOI: 10.1108/09596110310482173.

Tamajon, L.G., and Aulet, X.F. (2013). Corporate social responsability in tourism small and medium enterprises evidence from Europe and Latin America. Tourism Management Perspectives, 7, 38-46.

Tashakkori, A. & Teddlie, C. (2003). Handbook of Mixed Methods in Social & Behavioral Research. Thousand Oaks: Sage.

Teck Hui, L. (2008). Combining faith and CSR: a paradigm of corporate sustainability. International Journal of Social Economics, Vol. 35 Issue: 6, 449-465.

Tzschentke, N., Kirk, D. and LYNCH, P.A. (2008) Going Green: An Examination of Decisional Factors in Small Hospitality Operations, International Journal of Hospitality Management, Vol. 27, 126-133.

UNWTO (2007). Tourism Highlights, 2007 Edition, Facts & Figures section at www.unwto.org

Wildes, V.J., (2008). How can organizational leaders really lead and serve at the same time? International Journal of Contemporary Hospitality Management, Vol. 20 Issue: 1, 67-78.

Woerd, F.V. and Brink, T.V., (2004). Feasibility of a Responsive Business Scorecard – a pilot study, Journal of Business Ethics, Volume 55, Issue 2, 173–186.

WTTC (2018), World Travel & Tourism Council, Economic Impact 2018 Croatia, (2018). Retrieved June, 30, 2018, https://www.wttc.org/-/media/files/reports/ economic-impact-research/countries-2018/croatia2018.pdf

Zainal, Z. (2007). Case study as a research method, Jurnal Kemanusiaan bil. 9, Jun 2007.


Refbacks

  • There are currently no refbacks.




Editorial Office:

Educational Research Multimedia & Publications,
S.N. 21, Plot No 24, Mirza Ghalib Road Malegaon Nasik,
Maharashtra India - 423203.
+919764558895 (whatsapp),
editor@scholarshub.net, www.scholarshub.net

Copyrights © 2010-2020 - ERM Publications, India     

This work is licensed under https://creativecommons.org/licenses/by-sa/4.0/