Approach to the study of CSR behavior in hotel companies

Abstract

This paper deals with an analysis about the level of CSR usage by hotel establishments in Spain and its influence in the value creation in these companies through different variables. A questionnaire directed to managers was designed. Through it, CSR, RevPAR, trust, reputation, satisfaction and loyalty variables are analysed. From the results obtained we can affirm that the majority of the hotels apply CSR in their management processes, giving more importance to social and environmental issues. Also, the people responsible for these companies understand that CSR usage improves and increases customers’ trust and satisfaction, optimizes the reputation of their organizations and generates a greater loyalty among their users.