Consumer perception of corporate social responsibility in tourism and hospitality: a systematic literature review

Purpose Although corporate social responsibility (CSR) in tourism and hospitality has been widely studied in the last decade, knowledge about consumer perceptions of CSR remains fragmented and unstructured. This study addresses this gap, aiming to systematically review current knowledge about consumer perception of CSR in tourism and hospitality. Design/methodology/approach The design of this study is based on a scoping systematic review methodology with a comprehensive search of sources in the Scopus database. The search results were screened using inclusion and exclusion criteria, yielding a final sample of 84 articles published from 2009 to 2024. This final sample was analyzed in terms of bibliometric parameters, key approaches, results and research gaps. Findings The systematic literature review demonstrates significant remaining gaps in the rapidly developing field of consumer perspectives on CSR in tourism. The impact of CSR-related communications on consumers' perceptions of CSR in tourism is a “missing link” in most studies. Moreover, authors rarely address social desirability bias and prefer simple survey designs to experimental or mixed-method approaches. Research limitations/implications This systematic review has several implications both for scholars and practitioners. For academic research, a list of key thematic and methodological gaps, along with promising research questions in the field, has been compiled. From a practical perspective, empirical evidence supporting the importance of CSR for tourists has been systematized. Originality/value This is the first systematic review focusing on consumer perceptions of CSR in tourism that encompasses state-of-the-art knowledge in the field, provides research mapping, and poses specific questions for future research.