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February 22, 2026International Journal of Contemporary ManagementOpen Access

Unlocking Loyalty: Exploring CSR’s Influence on Customer Value in the Hotel Industry - A Cross-Country Analysis of Poland and China

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Authors

MJMaria JohannSGSanjoy GhoseMSMohsin Shahzad

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Overview

Cross-country analysis reveals CSR positively impacts customer value and loyalty in hotels, indicating tailored strategies are needed.

Key Points

  • This study estimates how CSR influences customer value and loyalty in the hotel industry across Poland and China.
  • Data collected from 560 respondents in Poland and 560 in China
  • Focus on hotels with CSR orientation
  • Used PLS-SEM for analysis
  • CSR positively influences customer value and loyalty
  • Customer value mediates the relationship between CSR and loyalty
  • CSR's effect on customer value is stronger for Polish guests than for Chinese guests
  • Customer value's influence on loyalty is stronger for Chinese guests than for Polish guests

Cite This Study

Johann et al. (2026) studied this question.

synapsesocial.com/papers/699a9d7a482488d673cd35fchttps://doi.org/10.2478/ijcm-2026-0003
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Also Consider

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  1. 1Beyond the Stay: The Power of <scp>CSR</scp> in Building Hotel Loyalty and Return Visits2025
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