An application of Delphi method and analytic hierarchy process in understanding hotel corporate social responsibility performance scale. Issue 7 (12th April 2021)

• Record Type: Journal Article
• Authors: Wong, Antony King Fung; Kim, Seongseop (Sam); Lee, Suna; Elliot, Statia
• Is Part Of: Journal of sustainable tourism. Volume 29:Issue 7(2021)
• Page Start: 1153
• Page End: 1179
• Publication Date: 2021-04-12
• Subjects: CSR -- hotel -- Delphi -- analytic hierarchy process (AHP) -- stakeholder; Tourism -- Periodicals; Sustainable development -- Periodicals; 338.479105
• DOI: 10.1080/09669582.2020.1773835
• Languages: English
• ISSNs: 0966-9582

Abstract

Abstract: This study aims to identify the essential indicators of hotel Corporate Social Responsibility (CSR) performance measurement with a standardized and composite CSR performance measurement index for the hotel industry. Employing both Delphi and Analytic Hierarchy Process (AHP) methods, three stakeholder groups are surveyed: academicians; hotel managers; and, hotel customers. Results reveal that three traditional CSR domains (legal, ethical, and social/philanthropic) are primary contributors to CSR performance, followed by two new environmental domains (room and restaurant; other general areas), and financial/economic domains as secondary contributors. This study shows the high level of consistency in the responses from stakeholder groups, supporting the effectiveness of the scale as a valuable tool to measure hotel CSR performance. Notably, domain weighted scores do differ slightly by respondent characteristic, indicating that the impacts of CSR are sensitive to respondent diversity.