TY - JOUR
T1 - Stakeholder Engagement IN The Hospitality Industry
T2 - An Analysis Of Communication In Smes And Large Hotels
AU - Vrontis, Demetris
AU - Iazzi, Antonio
AU - Maizza, Amedeo
AU - Cavallo, Federica
N1 - Publisher Copyright:
© The Author(s) 2020.
Copyright:
Copyright 2020 Elsevier B.V., All rights reserved.
PY - 2020
Y1 - 2020
N2 - This research presents an evaluation model for the communication of stakeholder engagement (SE) process, a relevant aspect able to enhance firms’ social legitimacy and reputation. Stakeholder involvement is a main component in the corporate social responsibility activities of companies. Drawing on academic literature, international standards and guidelines on SE, a scoring model was created, with the aim to verify companies’ attention to the SE communication process. To test the scoring model, a thematic content analysis was conducted on international hotel companies’ sustainability reports that were published in 2017 in adherence to the Global Reporting Initiative, as well as on their websites. The results show a greater use of sustainability reports for the communication of the SE. The study confirms that large companies are more attention to SE. Hotels inform their stakeholders, but are not ready for their involvement. The research offers a contribution to improve the management of relations with stakeholders and their involvement in the value co-creation. The study highlights the areas that can be strengthened to improve the SE activities and their communication.
AB - This research presents an evaluation model for the communication of stakeholder engagement (SE) process, a relevant aspect able to enhance firms’ social legitimacy and reputation. Stakeholder involvement is a main component in the corporate social responsibility activities of companies. Drawing on academic literature, international standards and guidelines on SE, a scoring model was created, with the aim to verify companies’ attention to the SE communication process. To test the scoring model, a thematic content analysis was conducted on international hotel companies’ sustainability reports that were published in 2017 in adherence to the Global Reporting Initiative, as well as on their websites. The results show a greater use of sustainability reports for the communication of the SE. The study confirms that large companies are more attention to SE. Hotels inform their stakeholders, but are not ready for their involvement. The research offers a contribution to improve the management of relations with stakeholders and their involvement in the value co-creation. The study highlights the areas that can be strengthened to improve the SE activities and their communication.
KW - corporate social responsibility
KW - digital communication
KW - hospitality industry
KW - stakeholder engagement
KW - sustainability report
UR - http://www.scopus.com/inward/record.url?scp=85096537773&partnerID=8YFLogxK
U2 - 10.1177/1096348020936351
DO - 10.1177/1096348020936351
M3 - Article
AN - SCOPUS:85096537773
SN - 1096-3480
JO - Journal of Hospitality and Tourism Research
JF - Journal of Hospitality and Tourism Research
ER -