Stakeholders approach in influencing corporate social responsibility: a case study at two hotels in Jordan

This study aims to investigate the influence of the stakeholder's approach on the corporate social responsibility (CSR) adopted by hotels. This study uses Edward Freeman's stakeholder theory (1984). The stakeholder theory explains organisational management and business ethics that deals with values and morals in management and organisation. The research questions involve both aspects of internal and external CSR. The main concerns are primary and secondary stakeholders, which are based on Carroll's three-domain approach, as well as factors that influence CSR practices in hotels within each stakeholders group. Two five-star hotels in Jordan were chosen for the case studies and the data were analysed through both within-case and cross-case analysis. The main aim of the case analysis is to thoroughly describe and understand the practices through supervision and investigation. On the other hand, the cross-case helps the researcher make comparison between cases and determine how the policy and overall policies can be modified. This study illustrates the influence of integrating the stakeholder theory into CSR practices by employing a specific group of stakeholders. The findings suggest that the hotels are encouraging new methods to implement both internal and external aspects of CSR. Nonetheless, the stakeholders want the hotels' business model to be economical and ethical. There are many factors that influence CSR practices within each stakeholders group in the hotels with regards to the availability of services offered. Finally, this study reveals that the stakeholders' relationship with the CSR approach supports the stakeholder theory.