The tourism and hospitality industry claims to embrace the concept of corporate social responsibility (CSR) but it seems unclear how and if companies integrate CSR activities into the core business and how they demonstrate real impacts and positive changes. The purpose of this research is to understand how Asian luxury hotels communicate about their CSR policies, practices and standards. It gives insights of best practices of CSR from luxury hotel groups that operate predominantly in Asia. The findings reveal that CSR is a blurry subject and there is a lack of an overall accepted definition and guidelines. The reporting of CSR activities by the Asian luxury hotels includes various overall activities, many of which are normal business practices. Many of these hotel groups are adopting international standards and most of them underline the importance of the environment and society. The study concludes that the motivation for CSR is oriented towards sustaining the basis for their operations. The outcome of the research suggests that further studies should analyze different hotel segments, such as local hotels or small-medium size hotels, in one particular country or comparing between various countries.
In order to survive and gain competitive advantages in the post COVID-19 pandemic, tourism destinations should plan their business strategy by focusing on customer expectation. A number of research have studied tourist satisfaction, particularly, hotels and transports, however there is limited investigation with tourist attractions which have different prominence from other tourism service providers. The purpose of this study was to identify the tourists’ satisfaction components for tourist attractions by adopting an opinion mining technique and using the zero-shot text classification method. The total of 40,000 online tourists’ reviews from 40 tourist attractions in Thailand, that were posted up thought TripAdivisor.com between 2010 and 2021, were analyzed. The research findings reveal six components of tourist attraction satisfaction (TATSAT) model that includes 1) ambiance, 2) hospitality, 3) price, 4) accessibility, 5) cleanliness, and 6) security. All attributes of TATSAT model are generated from tourists’ point of view and was analyzed by the focus group discussion with five tourism experts from both academics and practitioners. This model expands the idea of HOLSAT and SERVQUAL by focusing on the tourist attraction business sector. The results can serve academics and practitioners in the research and improvement of tourist satisfaction to maximize competitive advantages for tourist attraction sector in the future.
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