Measurement scales
| Construct | Authors | Indicators |
|---|---|---|
| CSR customer perceptions | Bigné et al. (2010) | CSRP1. The hotel chain is aware of environmental matters |
| CSRP2. The hotel chain fulfills its social responsibilities | ||
| CSRP3. The hotel chain puts something back into society | ||
| CSRP4. The hotel chain acts with society's interest in mind | ||
| CSRP5. The hotel chain acts in a socially responsible way | ||
| CSRP6. The hotel chain integrates philanthropic contributions into its business activities | ||
| CCI | Homburg et al. (2009) | CCI1. I am well identified with this hotel chain |
| CCI2. I feel good to be a customer of this hotel chain | ||
| CCI3. I like to tell that I am a customer of this hotel chain | ||
| CCI4. This hotel chain fits well to me | ||
| CCI5. I feel attached to this hotel chain | ||
| Trust | Flavián et al. (2006) | TRU1. The information offered by this hotel chain is sincere and honest |
| TRU2. This hotel chain is concerned with the present and future interests of its customers | ||
| TRU3. This hotel chain has the necessary resources to successfully carry out its activities | ||
| CE | Kumar and Pansari (2016) | CLV1. I will continue staying at this hotel chain in the near future |
| CLV2. My stays at this hotel chain make me content | ||
| CLV3. I get my money's worth when I stay at this hotel chain | ||
| CLV4. Staying at this hotel chain makes me happy | ||
| CIV1. I would actively discuss this hotel chain in social media | ||
| CIV2. I would love talking about my experience at this hotel chain in social media | ||
| CIV3. I would discuss the benefits that I get from this hotel chain with others in social media | ||
| CIV4. I am part of this hotel chain and would mention it in my conversations in social media | ||
| CKV1. I would provide feedback about my experiences at the hotel to the hotel chain | ||
| CKV2. I would provide suggestions for improving the performance of the hotel chain | ||
| CKV3. I would provide suggestions or feedback about the new services of the hotel chain | ||
| CKV4. I would provide suggestions or feedback for developing new services for this hotel chain |
| Construct | Authors | Indicators |
|---|---|---|
| CSR customer perceptions | CSRP1. The hotel chain is aware of environmental matters | |
| CSRP2. The hotel chain fulfills its social responsibilities | ||
| CSRP3. The hotel chain puts something back into society | ||
| CSRP4. The hotel chain acts with society's interest in mind | ||
| CSRP5. The hotel chain acts in a socially responsible way | ||
| CSRP6. The hotel chain integrates philanthropic contributions into its business activities | ||
| CCI | CCI1. I am well identified with this hotel chain | |
| CCI2. I feel good to be a customer of this hotel chain | ||
| CCI3. I like to tell that I am a customer of this hotel chain | ||
| CCI4. This hotel chain fits well to me | ||
| CCI5. I feel attached to this hotel chain | ||
| Trust | TRU1. The information offered by this hotel chain is sincere and honest | |
| TRU2. This hotel chain is concerned with the present and future interests of its customers | ||
| TRU3. This hotel chain has the necessary resources to successfully carry out its activities | ||
| CE | CLV1. I will continue staying at this hotel chain in the near future | |
| CLV2. My stays at this hotel chain make me content | ||
| CLV3. I get my money's worth when I stay at this hotel chain | ||
| CLV4. Staying at this hotel chain makes me happy | ||
| CIV1. I would actively discuss this hotel chain in social media | ||
| CIV2. I would love talking about my experience at this hotel chain in social media | ||
| CIV3. I would discuss the benefits that I get from this hotel chain with others in social media | ||
| CIV4. I am part of this hotel chain and would mention it in my conversations in social media | ||
| CKV1. I would provide feedback about my experiences at the hotel to the hotel chain | ||
| CKV2. I would provide suggestions for improving the performance of the hotel chain | ||
| CKV3. I would provide suggestions or feedback about the new services of the hotel chain | ||
| CKV4. I would provide suggestions or feedback for developing new services for this hotel chain |
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