Does Corporate Social Responsibility Influence Customer Loyalty? Insights from the Hotel Industry

Does Corporate Social Responsibility Influence... | F1000Research "use strict";function _typeof(t){return(_typeof="function"==typeof Symbol&&"symbol"==typeof Symbol.iterator?function(t){return typeof t}:function(t){return t&&"function"==typeof Symbol&&t.constructor===Symbol&&t!==Symbol.prototype?"symbol":typeof t})(t)}!function(){var t=function(){var t,e,o=[],n=window,r=n;for(;r;){try{if(r.frames.__tcfapiLocator){t=r;break}}catch(t){}if(r===n.top)break;r=r.parent}t||(!function t(){var e=n.document,o=!!n.frames.__tcfapiLocator;if(!o)if(e.body){var r=e.createElement("iframe");r.style.cssText="display:none",r.name="__tcfapiLocator",e.body.appendChild(r)}else setTimeout(t,5);return!o}(),n.__tcfapi=function(){for(var t=arguments.length,n=new Array(t),r=0;r 3&&2===parseInt(n[1],10)&&"boolean"==typeof n[3]&&(e=n[3],"function"==typeof n[2]&&n[2]("set",!0)):"ping"===n[0]?"function"==typeof n[2]&&n[2]({gdprApplies:e,cmpLoaded:!1,cmpStatus:"stub"}):o.push(n)},n.addEventListener("message",(function(t){var e="string"==typeof t.data,o={};if(e)try{o=JSON.parse(t.data)}catch(t){}else o=t.data;var n="object"===_typeof(o)&&null!==o?o.__tcfapiCall:null;n&&window.__tcfapi(n.command,n.version,(function(o,r){var a={__tcfapiReturn:{returnValue:o,success:r,callId:n.callId}};t&&t.source&&t.source.postMessage&&t.source.postMessage(e?JSON.stringify(a):a,"*")}),n.parameter)}),!1))};"undefined"!=typeof module?module.exports=t:t()}(); dataLayer = dataLayer || []; // Standard GTM initialization - Google Consent Mode handles consent automatically (function(w,d,s,l,i){w[l]=w[l]||[];w[l].push({'gtm.start': new Date().getTime(),event:'gtm.js'});var f=d.getElementsByTagName(s)[0], j=d.createElement(s),dl=l!='dataLayer'?'&l='+l:'';j.async=true;j.src= 'https://www.googletagmanager.com/gtm.js?id='+i+dl+ '>m_auth=hzk0Vc3qFsQYhCrIoHz68A>m_preview=env-1>m_cookies_win=x';f.parentNode.insertBefore(j,f); })(window,document,'script','dataLayer','GTM-MWFK8L5J'); ;window.NREUM||(NREUM={});NREUM.init={distributed_tracing:{enabled:true},privacy:{cookies_enabled:true},ajax:{deny_list:["bam.nr-data.net"]}}; ;NREUM.loader_config={accountID:"438030",trustKey:"438030",agentID:"772317073",licenseKey:"97f8f67f26",applicationID:"772317073"} ;NREUM.info={beacon:"bam.nr-data.net",errorBeacon:"bam.nr-data.net",licenseKey:"97f8f67f26",applicationID:"772317073",sa:1} ;/*! For license information please see nr-loader-spa-1.236.0.min.js.LICENSE.txt */ (()=>{"use strict";var e,t,r={5763:(e,t,r)=>{r.d(t,{P_:()=>l,Mt:()=>g,C5:()=>s,DL:()=>v,OP:()=>T,lF:()=>D,Yu:()=>y,Dg:()=>h,CX:()=>c,GE:()=>b,sU:()=>_});var n=r(8632),i=r(9567);const o={beacon:n.ce.beacon,errorBeacon:n.ce.errorBeacon,licenseKey:void 0,applicationID:void 0,sa:void 0,queueTime:void 0,applicationTime:void 0,ttGuid:void 0,user:void 0,account:void 0,product:void 0,extra:void 0,jsAttributes:{},userAttributes:void 0,atts:void 0,transactionName:void 0,tNamePlain:void 0},a={};function s(e){if(!e)throw new Error("All info objects require an agent identifier!");if(!a[e])throw new Error("Info for ".concat(e," was never set"));return a[e]}function c(e,t){if(!e)throw new Error("All info objects require an agent identifier!");a[e]=(0,i.D)(t,o),(0,n.Qy)(e,a[e],"info")}var u=r(7056);const d=()=>{const e={blockSelector:"[data-nr-block]",maskInputOptions:{password:!0}};return{allow_bfcache:!0,privacy:{cookies_enabled:!0},ajax:{deny_list:void 0,enabled:!0,harvestTimeSeconds:10},distributed_tracing:{enabled:void 0,exclude_newrelic_header:void 0,cors_use_newrelic_header:void 0,cors_use_tracecontext_headers:void 0,allowed_origins:void 0},session:{domain:void 0,expiresMs:u.oD,inactiveMs:u.Hb},ssl:void 0,obfuscate:void 0,jserrors:{enabled:!0,harvestTimeSeconds:10},metrics:{enabled:!0},page_action:{enabled:!0,harvestTimeSeconds:30},page_view_event:{enabled:!0},page_view_timing:{enabled:!0,harvestTimeSeconds:30,long_task:!1},session_trace:{enabled:!0,harvestTimeSeconds:10},harvest:{tooManyRequestsDelay:60},session_replay:{enabled:!1,harvestTimeSeconds:60,sampleRate:.1,errorSampleRate:.1,maskTextSelector:"*",maskAllInputs:!0,get blockClass(){return"nr-block"},get ignoreClass(){return"nr-ignore"},get maskTextClass(){return"nr-mask"},get blockSelector(){return e.blockSelector},set blockSelector(t){e.blockSelector+=",".concat(t)},get maskInputOptions(){return e.maskInputOptions},set maskInputOptions(t){e.maskInputOptions={...t,password:!0}}},spa:{enabled:!0,harvestTimeSeconds:10}}},f={};function l(e){if(!e)throw new Error("All configuration objects require an agent identifier!");if(!f[e])throw new Error("Configuration for ".concat(e," was never set"));return f[e]}function h(e,t){if(!e)throw new Error("All configuration objects require an agent identifier!");f[e]=(0,i.D)(t,d()),(0,n.Qy)(e,f[e],"config")}function g(e,t){if(!e)throw new Error("All configuration objects require an agent identifier!");var r=l(e);if(r){for(var n=t.split("."),i=0;i {r.d(t,{D:()=>i});var n=r(50);function i(e,t){try{if(!e||"object"!=typeof e)return(0,n.Z)("Setting a Configurable requires an object as input");if(!t||"object"!=typeof t)return(0,n.Z)("Setting a Configurable requires a model to set its initial properties");const r=Object.create(Object.getPrototypeOf(t),Object.getOwnPropertyDescriptors(t)),o=0===Object.keys(r).length?e:r;for(let a in o)if(void 0!==e[a])try{"object"==typeof e[a]&&"object"==typeof t[a]?r[a]=i(e[a],t[a]):r[a]=e[a]}catch(e){(0,n.Z)("An error occurred while setting a property of a Configurable",e)}return r}catch(e){(0,n.Z)("An error occured while setting a Configurable",e)}}},6818:(e,t,r)=>{r.d(t,{Re:()=>i,gF:()=>o,q4:()=>n});const n="1.236.0",i="PROD",o="CDN"},385:(e,t,r)=>{r.d(t,{FN:()=>a,IF:()=>u,Nk:()=>f,Tt:()=>s,_A:()=>o,il:()=>n,pL:()=>c,v6:()=>i,w1:()=>d});const n="undefined"!=typeof window&&!!window.document,i="undefined"!=typeof WorkerGlobalScope&&("undefined"!=typeof self&&self instanceof WorkerGlobalScope&&self.navigator instanceof WorkerNavigator||"undefined"!=typeof globalThis&&globalThis instanceof WorkerGlobalScope&&globalThis.navigator instanceof WorkerNavigator),o=n?window:"undefined"!=typeof WorkerGlobalScope&&("undefined"!=typeof self&&self instanceof WorkerGlobalScope&&self||"undefined"!=typeof globalThis&&globalThis instanceof WorkerGlobalScope&&globalThis),a=""+o?.location,s=/iPad|iPhone|iPod/.test(navigator.userAgent),c=s&&"undefined"==typeof SharedWorker,u=(()=>{const e=navigator.userAgent.match(/Firefox[/\s](\d+\.\d+)/);return Array.isArray(e)&&e.length>=2?+e[1]:0})(),d=Boolean(n&&window.document.documentMode),f=!!navigator.sendBeacon},1117:(e,t,r)=>{r.d(t,{w:()=>o});var n=r(50);const i={agentIdentifier:"",ee:void 0};class o{constructor(e){try{if("object"!=typeof e)return(0,n.Z)("shared context requires an object as input");this.sharedContext={},Object.assign(this.sharedContext,i),Object.entries(e).forEach((e=>{let[t,r]=e;Object.keys(i).includes(t)&&(this.sharedContext[t]=r)}))}catch(e){(0,n.Z)("An error occured while setting SharedContext",e)}}}},8e3:(e,t,r)=>{r.d(t,{L:()=>d,R:()=>c});var n=r(2177),i=r(1284),o=r(4322),a=r(3325);const s={};function c(e,t){const r={staged:!1,priority:a.p[t]||0};u(e),s[e].get(t)||s[e].set(t,r)}function u(e){e&&(s[e]||(s[e]=new Map))}function d(){let e=arguments.length>0&&void 0!==arguments[0]?arguments[0]:"",t=arguments.length>1&&void 0!==arguments[1]?arguments[1]:"feature";if(u(e),!e||!s[e].get(t))return a(t);s[e].get(t).staged=!0;const r=[...s[e]];function a(t){const r=e?n.ee.get(e):n.ee,a=o.X.handlers;if(r.backlog&&a){var s=r.backlog[t],c=a[t];if(c){for(var u=0;s&&u {let[t,r]=e;return r.staged}))&&(r.sort(((e,t)=>e[1].priority-t[1].priority)),r.forEach((e=>{let[t]=e;a(t)})))}function f(e,t){var r=e[1];(0,i.D)(t[r],(function(t,r){var n=e[0];if(r[0]===n){var i=r[1],o=e[3],a=e[2];i.apply(o,a)}}))}},2177:(e,t,r)=>{r.d(t,{c:()=>f,ee:()=>u});var n=r(8632),i=r(2210),o=r(1284),a=r(5763),s="nr@context";let c=(0,n.fP)();var u;function d(){}function f(e){return(0,i.X)(e,s,l)}function l(){return new d}function h(){u.aborted=!0,u.backlog={}}c.ee?u=c.ee:(u=function e(t,r){var n={},c={},f={},g=!1;try{g=16===r.length&&(0,a.OP)(r).isolatedBacklog}catch(e){}var p={on:b,addEventListener:b,removeEventListener:y,emit:v,get:x,listeners:w,context:m,buffer:A,abort:h,aborted:!1,isBuffering:E,debugId:r,backlog:g?{}:t&&"object"==typeof t.backlog?t.backlog:{}};return p;function m(e){return e&&e instanceof d?e:e?(0,i.X)(e,s,l):l()}function v(e,r,n,i,o){if(!1!==o&&(o=!0),!u.aborted||i){t&&o&&t.emit(e,r,n);for(var a=m(n),s=w(e),d=s.length,f=0;fn,p:()=>i});var n=r(2177).ee.get("handle");function i(e,t,r,i,o){o?(o.buffer([e],i),o.emit(e,t,r)):(n.buffer([e],i),n.emit(e,t,r))}},4322:(e,t,r)=>{r.d(t,{X:()=>o});var n=r(5546);o.on=a;var i=o.handlers={};function o(e,t,r,o){a(o||n.E,i,e,t,r)}function a(e,t,r,i,o){o||(o="feature"),e||(e=n.E);var a=t[o]=t[o]||{};(a[r]=a[r]||[]).push([e,i])}},3239:(e,t,r)=>{r.d(t,{bP:()=>s,iz:()=>c,m$:()=>a});var n=r(385);let i=!1,o=!1;try{const e={get passive(){return i=!0,!1},get signal(){return o=!0,!1}};n._A.addEventListener("test",null,e),n._A.removeEventListener("test",null,e)}catch(e){}function a(e,t){return i||o?{capture:!!e,passive:i,signal:t}:!!e}function s(e,t){let r=arguments.length>2&&void 0!==arguments[2]&&arguments[2],n=arguments.length>3?arguments[3]:void 0;window.addEventListener(e,t,a(r,n))}function c(e,t){let r=arguments.length>2&&void 0!==arguments[2]&&arguments[2],n=arguments.length>3?arguments[3]:void 0;document.addEventListener(e,t,a(r,n))}},4402:(e,t,r)=>{r.d(t,{Ht:()=>u,M:()=>c,Rl:()=>a,ky:()=>s});var n=r(385);const i="xxxxxxxx-xxxx-4xxx-yxxx-xxxxxxxxxxxx";function o(e,t){return e?15&e[t]:16*Math.random()|0}function a(){const e=n._A?.crypto||n._A?.msCrypto;let t,r=0;return e&&e.getRandomValues&&(t=e.getRandomValues(new Uint8Array(31))),i.split("").map((e=>"x"===e?o(t,++r).toString(16):"y"===e?(3&o()|8).toString(16):e)).join("")}function s(e){const t=n._A?.crypto||n._A?.msCrypto;let r,i=0;t&&t.getRandomValues&&(r=t.getRandomValues(new Uint8Array(31)));const a=[];for(var s=0;s {r.d(t,{Bq:()=>n,Hb:()=>o,oD:()=>i});const n="NRBA",i=144e5,o=18e5},7894:(e,t,r)=>{function n(){return Math.round(performance.now())}r.d(t,{z:()=>n})},7243:(e,t,r)=>{r.d(t,{e:()=>o});var n=r(385),i={};function o(e){if(e in i)return i[e];if(0===(e||"").indexOf("data:"))return{protocol:"data"};let t;var r=n._A?.location,o={};if(n.il)t=document.createElement("a"),t.href=e;else try{t=new URL(e,r.href)}catch(e){return o}o.port=t.port;var a=t.href.split("://");!o.port&&a[1]&&(o.port=a[1].split("/")[0].split("@").pop().split(":")[1]),o.port&&"0"!==o.port||(o.port="https"===a[0]?"443":"80"),o.hostname=t.hostname||r.hostname,o.pathname=t.pathname,o.protocol=a[0],"/"!==o.pathname.charAt(0)&&(o.pathname="/"+o.pathname);var s=!t.protocol||":"===t.protocol||t.protocol===r.protocol,c=t.hostname===r.hostname&&t.port===r.port;return o.sameOrigin=s&&(!t.hostname||c),"/"===o.pathname&&(i[e]=o),o}},50:(e,t,r)=>{function n(e,t){"function"==typeof console.warn&&(console.warn("New Relic: ".concat(e)),t&&console.warn(t))}r.d(t,{Z:()=>n})},2587:(e,t,r)=>{r.d(t,{N:()=>c,T:()=>u});var n=r(2177),i=r(5546),o=r(8e3),a=r(3325);const s={stn:[a.D.sessionTrace],err:[a.D.jserrors,a.D.metrics],ins:[a.D.pageAction],spa:[a.D.spa],sr:[a.D.sessionReplay,a.D.sessionTrace]};function c(e,t){const r=n.ee.get(t);e&&"object"==typeof e&&(Object.entries(e).forEach((e=>{let[t,n]=e;void 0===u[t]&&(s[t]?s[t].forEach((e=>{n?(0,i.p)("feat-"+t,[],void 0,e,r):(0,i.p)("block-"+t,[],void 0,e,r),(0,i.p)("rumresp-"+t,[Boolean(n)],void 0,e,r)})):n&&(0,i.p)("feat-"+t,[],void 0,void 0,r),u[t]=Boolean(n))})),Object.keys(s).forEach((e=>{void 0===u[e]&&(s[e]?.forEach((t=>(0,i.p)("rumresp-"+e,[!1],void 0,t,r))),u[e]=!1)})),(0,o.L)(t,a.D.pageViewEvent))}const u={}},2210:(e,t,r)=>{r.d(t,{X:()=>i});var n=Object.prototype.hasOwnProperty;function i(e,t,r){if(n.call(e,t))return e[t];var i=r();if(Object.defineProperty&&Object.keys)try{return Object.defineProperty(e,t,{value:i,writable:!0,enumerable:!1}),i}catch(e){}return e[t]=i,i}},1284:(e,t,r)=>{r.d(t,{D:()=>n});const n=(e,t)=>Object.entries(e||{}).map((e=>{let[r,n]=e;return t(r,n)}))},4351:(e,t,r)=>{r.d(t,{P:()=>o});var n=r(2177);const i=()=>{const e=new WeakSet;return(t,r)=>{if("object"==typeof r&&null!==r){if(e.has(r))return;e.add(r)}return r}};function o(e){try{return JSON.stringify(e,i())}catch(e){try{n.ee.emit("internal-error",[e])}catch(e){}}}},3960:(e,t,r)=>{r.d(t,{K:()=>a,b:()=>o});var n=r(3239);function i(){return"undefined"==typeof document||"complete"===document.readyState}function o(e,t){if(i())return e();(0,n.bP)("load",e,t)}function a(e){if(i())return e();(0,n.iz)("DOMContentLoaded",e)}},8632:(e,t,r)=>{r.d(t,{EZ:()=>u,Qy:()=>c,ce:()=>o,fP:()=>a,gG:()=>d,mF:()=>s});var n=r(7894),i=r(385);const o={beacon:"bam.nr-data.net",errorBeacon:"bam.nr-data.net"};function a(){return i._A.NREUM||(i._A.NREUM={}),void 0===i._A.newrelic&&(i._A.newrelic=i._A.NREUM),i._A.NREUM}function s(){let e=a();return e.o||(e.o={ST:i._A.setTimeout,SI:i._A.setImmediate,CT:i._A.clearTimeout,XHR:i._A.XMLHttpRequest,REQ:i._A.Request,EV:i._A.Event,PR:i._A.Promise,MO:i._A.MutationObserver,FETCH:i._A.fetch}),e}function c(e,t,r){let i=a();const o=i.initializedAgents||{},s=o[e]||{};return Object.keys(s).length||(s.initializedAt={ms:(0,n.z)(),date:new Date}),i.initializedAgents={...o,[e]:{...s,[r]:t}},i}function u(e,t){a()[e]=t}function d(){return function(){let e=a();const t=e.info||{};e.info={beacon:o.beacon,errorBeacon:o.errorBeacon,...t}}(),function(){let e=a();const t=e.init||{};e.init={...t}}(),s(),function(){let e=a();const t=e.loader_config||{};e.loader_config={...t}}(),a()}},7956:(e,t,r)=>{r.d(t,{N:()=>i});var n=r(3239);function i(e){let t=arguments.length>1&&void 0!==arguments[1]&&arguments[1],r=arguments.length>2?arguments[2]:void 0,i=arguments.length>3?arguments[3]:void 0;return void(0,n.iz)("visibilitychange",(function(){if(t)return void("hidden"==document.visibilityState&&e());e(document.visibilityState)}),r,i)}},1214:(e,t,r)=>{r.d(t,{em:()=>v,u5:()=>N,QU:()=>S,_L:()=>I,Gm:()=>L,Lg:()=>M,gy:()=>U,BV:()=>Q,Kf:()=>ee});var n=r(2177);const i="nr@original";var o=Object.prototype.hasOwnProperty,a=!1;function s(e,t){return e||(e=n.ee),r.inPlace=function(e,t,n,i,o){n||(n="");var a,s,c,u="-"===n.charAt(0);for(c=0;c 2?n-2:0),o=2;o {r(A[T],e,w),r(E[T],e,w)})),r(l._A,"fetch",y),t.on(y+"end",(function(e,r){var n=this;if(r){var i=r.headers.get("content-length");null!==i&&(n.rxSize=i),t.emit(y+"done",[null,r],n)}else t.emit(y+"done",[e],n)})),t}const O={},j=["pushState","replaceState"];function S(e){const t=function(e){return(e||n.ee).get("history")}(e);return!l.il||O[t.debugId]++||(O[t.debugId]=1,s(t).inPlace(window.history,j,"-")),t}var P=r(3239);const C={},R=["appendChild","insertBefore","replaceChild"];function I(e){const t=function(e){return(e||n.ee).get("jsonp")}(e);if(!l.il||C[t.debugId])return t;C[t.debugId]=!0;var r=s(t),i=/[?&](?:callback|cb)=([^&#]+)/,o=/(.*)\.([^.]+)/,a=/^(\w+)(\.|$)(.*)$/;function c(e,t){var r=e.match(a),n=r[1],i=r[3];return i?c(i,t[n]):t[n]}return r.inPlace(Node.prototype,R,"dom-"),t.on("dom-start",(function(e){!function(e){if(!e||"string"!=typeof e.nodeName||"script"!==e.nodeName.toLowerCase())return;if("function"!=typeof e.addEventListener)return;var n=(a=e.src,s=a.match(i),s?s[1]:null);var a,s;if(!n)return;var u=function(e){var t=e.match(o);if(t&&t.length>=3)return{key:t[2],parent:c(t[1],window)};return{key:e,parent:window}}(n);if("function"!=typeof u.parent[u.key])return;var d={};function f(){t.emit("jsonp-end",[],d),e.removeEventListener("load",f,(0,P.m$)(!1)),e.removeEventListener("error",l,(0,P.m$)(!1))}function l(){t.emit("jsonp-error",[],d),t.emit("jsonp-end",[],d),e.removeEventListener("load",f,(0,P.m$)(!1)),e.removeEventListener("error",l,(0,P.m$)(!1))}r.inPlace(u.parent,[u.key],"cb-",d),e.addEventListener("load",f,(0,P.m$)(!1)),e.addEventListener("error",l,(0,P.m$)(!1)),t.emit("new-jsonp",[e.src],d)}(e[0])})),t}var k=r(5763);const H={};function L(e){const t=function(e){return(e||n.ee).get("mutation")}(e);if(!l.il||H[t.debugId])return t;H[t.debugId]=!0;var r=s(t),i=k.Yu.MO;return i&&(window.MutationObserver=function(e){return this instanceof i?new i(r(e,"fn-")):i.apply(this,arguments)},MutationObserver.prototype=i.prototype),t}const z={};function M(e){const t=function(e){return(e||n.ee).get("promise")}(e);if(z[t.debugId])return t;z[t.debugId]=!0;var r=n.c,o=s(t),a=k.Yu.PR;return a&&function(){function e(r){var n=t.context(),i=o(r,"executor-",n,null,!1);const s=Reflect.construct(a,[i],e);return t.context(s).getCtx=function(){return n},s}l._A.Promise=e,Object.defineProperty(e,"name",{value:"Promise"}),e.toString=function(){return a.toString()},Object.setPrototypeOf(e,a),["all","race"].forEach((function(r){const n=a[r];e[r]=function(e){let i=!1;[...e||[]].forEach((e=>{this.resolve(e).then(a("all"===r),a(!1))}));const o=n.apply(this,arguments);return o;function a(e){return function(){t.emit("propagate",[null,!i],o,!1,!1),i=i||!e}}}})),["resolve","reject"].forEach((function(r){const n=a[r];e[r]=function(e){const r=n.apply(this,arguments);return e!==r&&t.emit("propagate",[e,!0],r,!1,!1),r}})),e.prototype=a.prototype;const n=a.prototype.then;a.prototype.then=function(){var e=this,i=r(e);i.promise=e;for(var a=arguments.length,s=new Array(a),c=0;c e())),t};function m(e,t){i.inPlace(t,["onreadystatechange"],"fn-",E)}function b(){var e=this,t=r.context(e);e.readyState>3&&!t.resolved&&(t.resolved=!0,r.emit("xhr-resolved",[],e)),i.inPlace(e,f,"fn-",E)}if(function(e,t){for(var r in e)t[r]=e[r]}(o,p),p.prototype=o.prototype,i.inPlace(p.prototype,J,"-xhr-",E),r.on("send-xhr-start",(function(e,t){m(e,t),function(e){h.push(e),a&&(y?y.then(A):u?u(A):(w=-w,x.data=w))}(t)})),r.on("open-xhr-start",m),a){var y=c&&c.resolve();if(!u&&!c){var w=1,x=document.createTextNode(w);new a(A).observe(x,{characterData:!0})}}else t.on("fn-end",(function(e){e[0]&&e[0].type===d||A()}));function A(){for(var e=0;e {r.d(t,{t:()=>n});const n=r(3325).D.ajax},6660:(e,t,r)=>{r.d(t,{A:()=>i,t:()=>n});const n=r(3325).D.jserrors,i="nr@seenError"},3081:(e,t,r)=>{r.d(t,{gF:()=>o,mY:()=>i,t9:()=>n,vz:()=>s,xS:()=>a});const n=r(3325).D.metrics,i="sm",o="cm",a="storeSupportabilityMetrics",s="storeEventMetrics"},4649:(e,t,r)=>{r.d(t,{t:()=>n});const n=r(3325).D.pageAction},7633:(e,t,r)=>{r.d(t,{Dz:()=>i,OJ:()=>a,qw:()=>o,t9:()=>n});const n=r(3325).D.pageViewEvent,i="firstbyte",o="domcontent",a="windowload"},9251:(e,t,r)=>{r.d(t,{t:()=>n});const n=r(3325).D.pageViewTiming},3614:(e,t,r)=>{r.d(t,{BST_RESOURCE:()=>i,END:()=>s,FEATURE_NAME:()=>n,FN_END:()=>u,FN_START:()=>c,PUSH_STATE:()=>d,RESOURCE:()=>o,START:()=>a});const n=r(3325).D.sessionTrace,i="bstResource",o="resource",a="-start",s="-end",c="fn"+a,u="fn"+s,d="pushState"},7836:(e,t,r)=>{r.d(t,{BODY:()=>A,CB_END:()=>E,CB_START:()=>u,END:()=>x,FEATURE_NAME:()=>i,FETCH:()=>_,FETCH_BODY:()=>v,FETCH_DONE:()=>m,FETCH_START:()=>p,FN_END:()=>c,FN_START:()=>s,INTERACTION:()=>l,INTERACTION_API:()=>d,INTERACTION_EVENTS:()=>o,JSONP_END:()=>b,JSONP_NODE:()=>g,JS_TIME:()=>T,MAX_TIMER_BUDGET:()=>a,REMAINING:()=>f,SPA_NODE:()=>h,START:()=>w,originalSetTimeout:()=>y});var n=r(5763);const i=r(3325).D.spa,o=["click","submit","keypress","keydown","keyup","change"],a=999,s="fn-start",c="fn-end",u="cb-start",d="api-ixn-",f="remaining",l="interaction",h="spaNode",g="jsonpNode",p="fetch-start",m="fetch-done",v="fetch-body-",b="jsonp-end",y=n.Yu.ST,w="-start",x="-end",A="-body",E="cb"+x,T="jsTime",_="fetch"},5938:(e,t,r)=>{r.d(t,{W:()=>o});var n=r(5763),i=r(2177);class o{constructor(e,t,r){this.agentIdentifier=e,this.aggregator=t,this.ee=i.ee.get(e,(0,n.OP)(this.agentIdentifier).isolatedBacklog),this.featureName=r,this.blocked=!1}}},9144:(e,t,r)=>{r.d(t,{j:()=>m});var n=r(3325),i=r(5763),o=r(5546),a=r(2177),s=r(7894),c=r(8e3),u=r(3960),d=r(385),f=r(50),l=r(3081),h=r(8632);function g(){const e=(0,h.gG)();["setErrorHandler","finished","addToTrace","inlineHit","addRelease","addPageAction","setCurrentRouteName","setPageViewName","setCustomAttribute","interaction","noticeError","setUserId"].forEach((t=>{e[t]=function(){for(var r=arguments.length,n=new Array(r),i=0;i 1?r-1:0),i=1;i {e.exposed&&e.api[t]&&o.push(e.api[t](...n))})),o.length>1?o:o[0]}(t,...n)}}))}var p=r(2587);function m(e){let t=arguments.length>1&&void 0!==arguments[1]?arguments[1]:{},m=arguments.length>2?arguments[2]:void 0,v=arguments.length>3?arguments[3]:void 0,{init:b,info:y,loader_config:w,runtime:x={loaderType:m},exposed:A=!0}=t;const E=(0,h.gG)();y||(b=E.init,y=E.info,w=E.loader_config),(0,i.Dg)(e,b||{}),(0,i.GE)(e,w||{}),(0,i.sU)(e,x),y.jsAttributes??={},d.v6&&(y.jsAttributes.isWorker=!0),(0,i.CX)(e,y),g();const T=function(e,t){t||(0,c.R)(e,"api");const h={};var g=a.ee.get(e),p=g.get("tracer"),m="api-",v=m+"ixn-";function b(t,r,n,o){const a=(0,i.C5)(e);return null===r?delete a.jsAttributes[t]:(0,i.CX)(e,{...a,jsAttributes:{...a.jsAttributes,[t]:r}}),x(m,n,!0,o||null===r?"session":void 0)(t,r)}function y(){}["setErrorHandler","finished","addToTrace","inlineHit","addRelease"].forEach((e=>h[e]=x(m,e,!0,"api"))),h.addPageAction=x(m,"addPageAction",!0,n.D.pageAction),h.setCurrentRouteName=x(m,"routeName",!0,n.D.spa),h.setPageViewName=function(t,r){if("string"==typeof t)return"/"!==t.charAt(0)&&(t="/"+t),(0,i.OP)(e).customTransaction=(r||"http://custom.transaction")+t,x(m,"setPageViewName",!0)()},h.setCustomAttribute=function(e,t){let r=arguments.length>2&&void 0!==arguments[2]&&arguments[2];if("string"==typeof e){if(["string","number"].includes(typeof t)||null===t)return b(e,t,"setCustomAttribute",r);(0,f.Z)("Failed to execute setCustomAttribute.\nNon-null value must be a string or number type, but a type of was provided."))}else(0,f.Z)("Failed to execute setCustomAttribute.\nName must be a string type, but a type of was provided."))},h.setUserId=function(e){if("string"==typeof e||null===e)return b("enduser.id",e,"setUserId",!0);(0,f.Z)("Failed to execute setUserId.\nNon-null value must be a string type, but a type of was provided."))},h.interaction=function(){return(new y).get()};var w=y.prototype={createTracer:function(e,t){var r={},i=this,a="function"==typeof t;return(0,o.p)(v+"tracer",[(0,s.z)(),e,r],i,n.D.spa,g),function(){if(p.emit((a?"":"no-")+"fn-start",[(0,s.z)(),i,a],r),a)try{return t.apply(this,arguments)}catch(e){throw p.emit("fn-err",[arguments,this,"string"==typeof e?new Error(e):e],r),e}finally{p.emit("fn-end",[(0,s.z)()],r)}}}};function x(e,t,r,i){return function(){return(0,o.p)(l.xS,["API/"+t+"/called"],void 0,n.D.metrics,g),i&&(0,o.p)(e+t,[(0,s.z)(),...arguments],r?null:this,i,g),r?void 0:this}}function A(){r.e(439).then(r.bind(r,7438)).then((t=>{let{setAPI:r}=t;r(e),(0,c.L)(e,"api")})).catch((()=>(0,f.Z)("Downloading runtime APIs failed...")))}return["actionText","setName","setAttribute","save","ignore","onEnd","getContext","end","get"].forEach((e=>{w[e]=x(v,e,void 0,n.D.spa)})),h.noticeError=function(e,t){"string"==typeof e&&(e=new Error(e)),(0,o.p)(l.xS,["API/noticeError/called"],void 0,n.D.metrics,g),(0,o.p)("err",[e,(0,s.z)(),!1,t],void 0,n.D.jserrors,g)},d.il?(0,u.b)((()=>A()),!0):A(),h}(e,v);return(0,h.Qy)(e,T,"api"),(0,h.Qy)(e,A,"exposed"),(0,h.EZ)("activatedFeatures",p.T),T}},3325:(e,t,r)=>{r.d(t,{D:()=>n,p:()=>i});const n={ajax:"ajax",jserrors:"jserrors",metrics:"metrics",pageAction:"page_action",pageViewEvent:"page_view_event",pageViewTiming:"page_view_timing",sessionReplay:"session_replay",sessionTrace:"session_trace",spa:"spa"},i={[n.pageViewEvent]:1,[n.pageViewTiming]:2,[n.metrics]:3,[n.jserrors]:4,[n.ajax]:5,[n.sessionTrace]:6,[n.pageAction]:7,[n.spa]:8,[n.sessionReplay]:9}}},n={};function i(e){var t=n[e];if(void 0!==t)return t.exports;var o=n[e]={exports:{}};return r[e](o,o.exports,i),o.exports}i.m=r,i.d=(e,t)=>{for(var r in t)i.o(t,r)&&!i.o(e,r)&&Object.defineProperty(e,r,{enumerable:!0,get:t[r]})},i.f={},i.e=e=>Promise.all(Object.keys(i.f).reduce(((t,r)=>(i.f[r](e,t),t)),[])),i.u=e=>(({78:"page_action-aggregate",147:"metrics-aggregate",242:"session-manager",317:"jserrors-aggregate",348:"page_view_timing-aggregate",412:"lazy-feature-loader",439:"async-api",538:"recorder",590:"session_replay-aggregate",675:"compressor",733:"session_trace-aggregate",786:"page_view_event-aggregate",873:"spa-aggregate",898:"ajax-aggregate"}[e]||e)+"."+{78:"ac76d497",147:"3dc53903",148:"1a20d5fe",242:"2a64278a",317:"49e41428",348:"bd6de33a",412:"2f55ce66",439:"30bd804e",538:"1b18459f",590:"cf0efb30",675:"ae9f91a8",733:"83105561",786:"06482edd",860:"03a8b7a5",873:"e6b09d52",898:"998ef92b"}[e]+"-1.236.0.min.js"),i.o=(e,t)=>Object.prototype.hasOwnProperty.call(e,t),e={},t="NRBA:",i.l=(r,n,o,a)=>{if(e[r])e[r].push(n);else{var s,c;if(void 0!==o)for(var u=document.getElementsByTagName("script"),d=0;d {s.onerror=s.onload=null,clearTimeout(h);var i=e[r];if(delete e[r],s.parentNode&&s.parentNode.removeChild(s),i&&i.forEach((e=>e(n))),t)return t(n)},h=setTimeout(l.bind(null,void 0,{type:"timeout",target:s}),12e4);s.onerror=l.bind(null,s.onerror),s.onload=l.bind(null,s.onload),c&&document.head.appendChild(s)}},i.r=e=>{"undefined"!=typeof Symbol&&Symbol.toStringTag&&Object.defineProperty(e,Symbol.toStringTag,{value:"Module"}),Object.defineProperty(e,"__esModule",{value:!0})},i.j=364,i.p="https://js-agent.newrelic.com/",(()=>{var e={364:0,953:0};i.f.j=(t,r)=>{var n=i.o(e,t)?e[t]:void 0;if(0!==n)if(n)r.push(n[2]);else{var o=new Promise(((r,i)=>n=e[t]=[r,i]));r.push(n[2]=o);var a=i.p+i.u(t),s=new Error;i.l(a,(r=>{if(i.o(e,t)&&(0!==(n=e[t])&&(e[t]=void 0),n)){var o=r&&("load"===r.type?"missing":r.type),a=r&&r.target&&r.target.src;s.message="Loading chunk "+t+" failed.\n("+o+": "+a+")",s.name="ChunkLoadError",s.type=o,s.request=a,n[1](s)}}),"chunk-"+t,t)}};var t=(t,r)=>{var n,o,[a,s,c]=r,u=0;if(a.some((t=>0!==e[t]))){for(n in s)i.o(s,n)&&(i.m[n]=s[n]);if(c)c(i)}for(t&&t(r);u {i.r(o);var e=i(3325),t=i(5763);const r=Object.values(e.D);function n(e){const n={};return r.forEach((r=>{n[r]=function(e,r){return!1!==(0,t.Mt)(r,"".concat(e,".enabled"))}(r,e)})),n}var a=i(9144);var s=i(5546),c=i(385),u=i(8e3),d=i(5938),f=i(3960),l=i(50);class h extends d.W{constructor(e,t,r){let n=!(arguments.length>3&&void 0!==arguments[3])||arguments[3];super(e,t,r),this.auto=n,this.abortHandler,this.featAggregate,this.onAggregateImported,n&&(0,u.R)(e,r)}importAggregator(){let e=arguments.length>0&&void 0!==arguments[0]?arguments[0]:{};if(this.featAggregate||!this.auto)return;const r=c.il&&!0===(0,t.Mt)(this.agentIdentifier,"privacy.cookies_enabled");let n;this.onAggregateImported=new Promise((e=>{n=e}));const o=async()=>{let t;try{if(r){const{setupAgentSession:e}=await Promise.all([i.e(860),i.e(242)]).then(i.bind(i,3228));t=e(this.agentIdentifier)}}catch(e){(0,l.Z)("A problem occurred when starting up session manager. This page will not start or extend any session.",e)}try{if(!this.shouldImportAgg(this.featureName,t))return void(0,u.L)(this.agentIdentifier,this.featureName);const{lazyFeatureLoader:r}=await i.e(412).then(i.bind(i,8582)),{Aggregate:o}=await r(this.featureName,"aggregate");this.featAggregate=new o(this.agentIdentifier,this.aggregator,e),n(!0)}catch(e){(0,l.Z)("Downloading and initializing ".concat(this.featureName," failed..."),e),this.abortHandler?.(),n(!1)}};c.il?(0,f.b)((()=>o()),!0):o()}shouldImportAgg(r,n){return r!==e.D.sessionReplay||!1!==(0,t.Mt)(this.agentIdentifier,"session_trace.enabled")&&(!!n?.isNew||!!n?.state.sessionReplay)}}var g=i(7633),p=i(7894);class m extends h{static featureName=g.t9;constructor(r,n){let i=!(arguments.length>2&&void 0!==arguments[2])||arguments[2];if(super(r,n,g.t9,i),("undefined"==typeof PerformanceNavigationTiming||c.Tt)&&"undefined"!=typeof PerformanceTiming){const n=(0,t.OP)(r);n[g.Dz]=Math.max(Date.now()-n.offset,0),(0,f.K)((()=>n[g.qw]=Math.max((0,p.z)()-n[g.Dz],0))),(0,f.b)((()=>{const t=(0,p.z)();n[g.OJ]=Math.max(t-n[g.Dz],0),(0,s.p)("timing",["load",t],void 0,e.D.pageViewTiming,this.ee)}))}this.importAggregator()}}var v=i(1117),b=i(1284);class y extends v.w{constructor(e){super(e),this.aggregatedData={}}store(e,t,r,n,i){var o=this.getBucket(e,t,r,i);return o.metrics=function(e,t){t||(t={count:0});return t.count+=1,(0,b.D)(e,(function(e,r){t[e]=w(r,t[e])})),t}(n,o.metrics),o}merge(e,t,r,n,i){var o=this.getBucket(e,t,n,i);if(o.metrics){var a=o.metrics;a.count+=r.count,(0,b.D)(r,(function(e,t){if("count"!==e){var n=a[e],i=r[e];i&&!i.c?a[e]=w(i.t,n):a[e]=function(e,t){if(!t)return e;t.c||(t=x(t.t));return t.min=Math.min(e.min,t.min),t.max=Math.max(e.max,t.max),t.t+=e.t,t.sos+=e.sos,t.c+=e.c,t}(i,a[e])}}))}else o.metrics=r}storeMetric(e,t,r,n){var i=this.getBucket(e,t,r);return i.stats=w(n,i.stats),i}getBucket(e,t,r,n){this.aggregatedData[e]||(this.aggregatedData[e]={});var i=this.aggregatedData[e][t];return i||(i=this.aggregatedData[e][t]={params:r||{}},n&&(i.custom=n)),i}get(e,t){return t?this.aggregatedData[e]&&this.aggregatedData[e][t]:this.aggregatedData[e]}take(e){for(var t={},r="",n=!1,i=0;i t.max&&(t.max=e),e 2&&void 0!==arguments[2])||arguments[2];super(e,r,j.t,n),c.il&&((0,t.OP)(e).initHidden=Boolean("hidden"===document.visibilityState),(0,N.N)((()=>(0,s.p)("docHidden",[(0,p.z)()],void 0,j.t,this.ee)),!0),(0,O.bP)("pagehide",(()=>(0,s.p)("winPagehide",[(0,p.z)()],void 0,j.t,this.ee))),this.importAggregator())}}var P=i(3081);class C extends h{static featureName=P.t9;constructor(e,t){let r=!(arguments.length>2&&void 0!==arguments[2])||arguments[2];super(e,t,P.t9,r),this.importAggregator()}}var R,I=i(2210),k=i(1214),H=i(2177),L={};try{R=localStorage.getItem("__nr_flags").split(","),console&&"function"==typeof console.log&&(L.console=!0,-1!==R.indexOf("dev")&&(L.dev=!0),-1!==R.indexOf("nr_dev")&&(L.nrDev=!0))}catch(e){}function z(e){try{L.console&&z(e)}catch(e){}}L.nrDev&&H.ee.on("internal-error",(function(e){z(e.stack)})),L.dev&&H.ee.on("fn-err",(function(e,t,r){z(r.stack)})),L.dev&&(z("NR AGENT IN DEVELOPMENT MODE"),z("flags: "+(0,b.D)(L,(function(e,t){return e})).join(", ")));var M=i(6660);class B extends h{static featureName=M.t;constructor(r,n){let i=!(arguments.length>2&&void 0!==arguments[2])||arguments[2];super(r,n,M.t,i),this.skipNext=0;try{this.removeOnAbort=new AbortController}catch(e){}const o=this;o.ee.on("fn-start",(function(e,t,r){o.abortHandler&&(o.skipNext+=1)})),o.ee.on("fn-err",(function(t,r,n){o.abortHandler&&!n[M.A]&&((0,I.X)(n,M.A,(function(){return!0})),this.thrown=!0,(0,s.p)("err",[n,(0,p.z)()],void 0,e.D.jserrors,o.ee))})),o.ee.on("fn-end",(function(){o.abortHandler&&!this.thrown&&o.skipNext>0&&(o.skipNext-=1)})),o.ee.on("internal-error",(function(t){(0,s.p)("ierr",[t,(0,p.z)(),!0],void 0,e.D.jserrors,o.ee)})),this.origOnerror=c._A.onerror,c._A.onerror=this.onerrorHandler.bind(this),c._A.addEventListener("unhandledrejection",(t=>{const r=function(e){let t="Unhandled Promise Rejection: ";if(e instanceof Error)try{return e.message=t+e.message,e}catch(t){return e}if(void 0===e)return new Error(t);try{return new Error(t+(0,D.P)(e))}catch(e){return new Error(t)}}(t.reason);(0,s.p)("err",[r,(0,p.z)(),!1,{unhandledPromiseRejection:1}],void 0,e.D.jserrors,this.ee)}),(0,O.m$)(!1,this.removeOnAbort?.signal)),(0,k.gy)(this.ee),(0,k.BV)(this.ee),(0,k.em)(this.ee),(0,t.OP)(r).xhrWrappable&&(0,k.Kf)(this.ee),this.abortHandler=this.#e,this.importAggregator()}#e(){this.removeOnAbort?.abort(),this.abortHandler=void 0}onerrorHandler(t,r,n,i,o){"function"==typeof this.origOnerror&&this.origOnerror(...arguments);try{this.skipNext?this.skipNext-=1:(0,s.p)("err",[o||new F(t,r,n),(0,p.z)()],void 0,e.D.jserrors,this.ee)}catch(t){try{(0,s.p)("ierr",[t,(0,p.z)(),!0],void 0,e.D.jserrors,this.ee)}catch(e){}}return!1}}function F(e,t,r){this.message=e||"Uncaught error with no additional information",this.sourceURL=t,this.line=r}let U=1;const q="nr@id";function G(e){const t=typeof e;return!e||"object"!==t&&"function"!==t?-1:e===c._A?0:(0,I.X)(e,q,(function(){return U++}))}function V(e){if("string"==typeof e&&e.length)return e.length;if("object"==typeof e){if("undefined"!=typeof ArrayBuffer&&e instanceof ArrayBuffer&&e.byteLength)return e.byteLength;if("undefined"!=typeof Blob&&e instanceof Blob&&e.size)return e.size;if(!("undefined"!=typeof FormData&&e instanceof FormData))try{return(0,D.P)(e).length}catch(e){return}}}var X=i(7243);class W{constructor(e){this.agentIdentifier=e,this.generateTracePayload=this.generateTracePayload.bind(this),this.shouldGenerateTrace=this.shouldGenerateTrace.bind(this)}generateTracePayload(e){if(!this.shouldGenerateTrace(e))return null;var r=(0,t.DL)(this.agentIdentifier);if(!r)return null;var n=(r.accountID||"").toString()||null,i=(r.agentID||"").toString()||null,o=(r.trustKey||"").toString()||null;if(!n||!i)return null;var a=(0,_.M)(),s=(0,_.Ht)(),c=Date.now(),u={spanId:a,traceId:s,timestamp:c};return(e.sameOrigin||this.isAllowedOrigin(e)&&this.useTraceContextHeadersForCors())&&(u.traceContextParentHeader=this.generateTraceContextParentHeader(a,s),u.traceContextStateHeader=this.generateTraceContextStateHeader(a,c,n,i,o)),(e.sameOrigin&&!this.excludeNewrelicHeader()||!e.sameOrigin&&this.isAllowedOrigin(e)&&this.useNewrelicHeaderForCors())&&(u.newrelicHeader=this.generateTraceHeader(a,s,c,n,i,o)),u}generateTraceContextParentHeader(e,t){return"00-"+t+"-"+e+"-01"}generateTraceContextStateHeader(e,t,r,n,i){return i+"@nr=0-1-"+r+"-"+n+"-"+e+"----"+t}generateTraceHeader(e,t,r,n,i,o){if(!("function"==typeof c._A?.btoa))return null;var a={v:[0,1],d:{ty:"Browser",ac:n,ap:i,id:e,tr:t,ti:r}};return o&&n!==o&&(a.d.tk=o),btoa((0,D.P)(a))}shouldGenerateTrace(e){return this.isDtEnabled()&&this.isAllowedOrigin(e)}isAllowedOrigin(e){var r=!1,n={};if((0,t.Mt)(this.agentIdentifier,"distributed_tracing")&&(n=(0,t.P_)(this.agentIdentifier).distributed_tracing),e.sameOrigin)r=!0;else if(n.allowed_origins instanceof Array)for(var i=0;i 2&&void 0!==arguments[2])||arguments[2];super(r,n,Z.t,i),(0,t.OP)(r).xhrWrappable&&(this.dt=new W(r),this.handler=(e,t,r,n)=>(0,s.p)(e,t,r,n,this.ee),(0,k.u5)(this.ee),(0,k.Kf)(this.ee),function(r,n,i,o){function a(e){var t=this;t.totalCbs=0,t.called=0,t.cbTime=0,t.end=E,t.ended=!1,t.xhrGuids={},t.lastSize=null,t.loadCaptureCalled=!1,t.params=this.params||{},t.metrics=this.metrics||{},e.addEventListener("load",(function(r){_(t,e)}),(0,O.m$)(!1)),c.IF||e.addEventListener("progress",(function(e){t.lastSize=e.loaded}),(0,O.m$)(!1))}function s(e){this.params={method:e[0]},T(this,e[1]),this.metrics={}}function u(e,n){var i=(0,t.DL)(r);i.xpid&&this.sameOrigin&&n.setRequestHeader("X-NewRelic-ID",i.xpid);var a=o.generateTracePayload(this.parsedOrigin);if(a){var s=!1;a.newrelicHeader&&(n.setRequestHeader("newrelic",a.newrelicHeader),s=!0),a.traceContextParentHeader&&(n.setRequestHeader("traceparent",a.traceContextParentHeader),a.traceContextStateHeader&&n.setRequestHeader("tracestate",a.traceContextStateHeader),s=!0),s&&(this.dt=a)}}function d(e,t){var r=this.metrics,i=e[0],o=this;if(r&&i){var a=V(i);a&&(r.txSize=a)}this.startTime=(0,p.z)(),this.listener=function(e){try{"abort"!==e.type||o.loadCaptureCalled||(o.params.aborted=!0),("load"!==e.type||o.called===o.totalCbs&&(o.onloadCalled||"function"!=typeof t.onload)&&"function"==typeof o.end)&&o.end(t)}catch(e){try{n.emit("internal-error",[e])}catch(e){}}};for(var s=0;s 1?e[1]=i:e.push(i)}else e[0]&&e[0].headers&&s(e[0].headers,n)&&(this.dt=n);function s(e,t){var r=!1;return t.newrelicHeader&&(e.set("newrelic",t.newrelicHeader),r=!0),t.traceContextParentHeader&&(e.set("traceparent",t.traceContextParentHeader),t.traceContextStateHeader&&e.set("tracestate",t.traceContextStateHeader),r=!0),r}}function x(e,t){this.params={},this.metrics={},this.startTime=(0,p.z)(),this.dt=t,e.length>=1&&(this.target=e[0]),e.length>=2&&(this.opts=e[1]);var r,n=this.opts||{},i=this.target;"string"==typeof i?r=i:"object"==typeof i&&i instanceof Y?r=i.url:c._A?.URL&&"object"==typeof i&&i instanceof URL&&(r=i.href),T(this,r);var o=(""+(i&&i instanceof Y&&i.method||n.method||"GET")).toUpperCase();this.params.method=o,this.txSize=V(n.body)||0}function A(t,r){var n;this.endTime=(0,p.z)(),this.params||(this.params={}),this.params.status=r?r.status:0,"string"==typeof this.rxSize&&this.rxSize.length>0&&(n=+this.rxSize);var o={txSize:this.txSize,rxSize:n,duration:(0,p.z)()-this.startTime};i("xhr",[this.params,o,this.startTime,this.endTime,"fetch"],this,e.D.ajax)}function E(t){var r=this.params,n=this.metrics;if(!this.ended){this.ended=!0;for(var o=0;o 2&&void 0!==arguments[2])||arguments[2];super(e,t,we.t,r),this.importAggregator()}}new class{constructor(e){let t=arguments.length>1&&void 0!==arguments[1]?arguments[1]:(0,_.ky)(16);c._A?(this.agentIdentifier=t,this.sharedAggregator=new y({agentIdentifier:this.agentIdentifier}),this.features={},this.desiredFeatures=new Set(e.features||[]),this.desiredFeatures.add(m),Object.assign(this,(0,a.j)(this.agentIdentifier,e,e.loaderType||"agent")),this.start()):(0,l.Z)("Failed to initial the agent. Could not determine the runtime environment.")}get config(){return{info:(0,t.C5)(this.agentIdentifier),init:(0,t.P_)(this.agentIdentifier),loader_config:(0,t.DL)(this.agentIdentifier),runtime:(0,t.OP)(this.agentIdentifier)}}start(){const t="features";try{const r=n(this.agentIdentifier),i=[...this.desiredFeatures];i.sort(((t,r)=>e.p[t.featureName]-e.p[r.featureName])),i.forEach((t=>{if(r[t.featureName]||t.featureName===e.D.pageViewEvent){const n=function(t){switch(t){case e.D.ajax:return[e.D.jserrors];case e.D.sessionTrace:return[e.D.ajax,e.D.pageViewEvent];case e.D.sessionReplay:return[e.D.sessionTrace];case e.D.pageViewTiming:return[e.D.pageViewEvent];default:return[]}}(t.featureName);n.every((e=>r[e]))||(0,l.Z)("".concat(t.featureName," is enabled but one or more dependent features has been disabled (").concat((0,D.P)(n),"). This may cause unintended consequences or missing data...")),this.features[t.featureName]=new t(this.agentIdentifier,this.sharedAggregator)}})),(0,T.Qy)(this.agentIdentifier,this.features,t)}catch(e){(0,l.Z)("Failed to initialize all enabled instrument classes (agent aborted) -",e);for(const e in this.features)this.features[e].abortHandler?.();const r=(0,T.fP)();return delete r.initializedAgents[this.agentIdentifier]?.api,delete r.initializedAgents[this.agentIdentifier]?.[t],delete this.sharedAggregator,r.ee?.abort(),delete r.ee?.get(this.agentIdentifier),!1}}}({features:[J,m,S,class extends h{static featureName=oe;constructor(t,r){if(super(t,r,oe,!(arguments.length>2&&void 0!==arguments[2])||arguments[2]),!c.il)return;const n=this.ee;let i;(0,k.QU)(n),this.eventsEE=(0,k.em)(n),this.eventsEE.on(se,(function(e,t){this.bstStart=(0,p.z)()})),this.eventsEE.on(ae,(function(t,r){(0,s.p)("bst",[t[0],r,this.bstStart,(0,p.z)()],void 0,e.D.sessionTrace,n)})),n.on(ce+ne,(function(e){this.time=(0,p.z)(),this.startPath=location.pathname+location.hash})),n.on(ce+ie,(function(t){(0,s.p)("bstHist",[location.pathname+location.hash,this.startPath,this.time],void 0,e.D.sessionTrace,n)}));try{i=new PerformanceObserver((t=>{const r=t.getEntries();(0,s.p)(te,[r],void 0,e.D.sessionTrace,n)})),i.observe({type:re,buffered:!0})}catch(e){}this.importAggregator({resourceObserver:i})}},C,xe,B,class extends h{static featureName=de;constructor(e,r){if(super(e,r,de,!(arguments.length>2&&void 0!==arguments[2])||arguments[2]),!c.il)return;if(!(0,t.OP)(e).xhrWrappable)return;try{this.removeOnAbort=new AbortController}catch(e){}let n,i=0;const o=this.ee.get("tracer"),a=(0,k._L)(this.ee),s=(0,k.Lg)(this.ee),u=(0,k.BV)(this.ee),d=(0,k.Kf)(this.ee),f=this.ee.get("events"),l=(0,k.u5)(this.ee),h=(0,k.QU)(this.ee),g=(0,k.Gm)(this.ee);function m(e,t){h.emit("newURL",[""+window.location,t])}function v(){i++,n=window.location.hash,this[ve]=(0,p.z)()}function b(){i--,window.location.hash!==n&&m(0,!0);var e=(0,p.z)();this[pe]=~~this[pe]+e-this[ve],this[ye]=e}function y(e,t){e.on(t,(function(){this[t]=(0,p.z)()}))}this.ee.on(ve,v),s.on(be,v),a.on(be,v),this.ee.on(ye,b),s.on(ge,b),a.on(ge,b),this.ee.buffer([ve,ye,"xhr-resolved"],this.featureName),f.buffer([ve],this.featureName),u.buffer(["setTimeout"+le,"clearTimeout"+fe,ve],this.featureName),d.buffer([ve,"new-xhr","send-xhr"+fe],this.featureName),l.buffer([me+fe,me+"-done",me+he+fe,me+he+le],this.featureName),h.buffer(["newURL"],this.featureName),g.buffer([ve],this.featureName),s.buffer(["propagate",be,ge,"executor-err","resolve"+fe],this.featureName),o.buffer([ve,"no-"+ve],this.featureName),a.buffer(["new-jsonp","cb-start","jsonp-error","jsonp-end"],this.featureName),y(l,me+fe),y(l,me+"-done"),y(a,"new-jsonp"),y(a,"jsonp-end"),y(a,"cb-start"),h.on("pushState-end",m),h.on("replaceState-end",m),window.addEventListener("hashchange",m,(0,O.m$)(!0,this.removeOnAbort?.signal)),window.addEventListener("load",m,(0,O.m$)(!0,this.removeOnAbort?.signal)),window.addEventListener("popstate",(function(){m(0,i>1)}),(0,O.m$)(!0,this.removeOnAbort?.signal)),this.abortHandler=this.#e,this.importAggregator()}#e(){this.removeOnAbort?.abort(),this.abortHandler=void 0}}],loaderType:"spa"})})(),window.NRBA=o})(); window.jQuery || document.write(' ') CKEDITOR_BASEPATH='https://f1000research.com/js/vendor/ckeditor/' window.reactTheme = 'research'; window.MathJax = { CommonHTML: { linebreaks: { automatic: true } }, 'HTML-CSS': { linebreaks: { automatic: true } }, SVG: { linebreaks: { automatic: true } }, AuthorInit: function() { MathJax.Hub.Register.MessageHook('End Process', function () { let timeout = false; // holder for timeout id const delay = 250; // delay after event is "complete" to run callback const reflowMath = function() { const dispFormulas = document.querySelectorAll('.disp-formula.panel'); if (!dispFormulas) { return; } for (const dispFormula of dispFormulas) { const child = dispFormula.querySelector('.MathJax_Preview').nextSibling.firstChild; const isMultiline = MathJax.Hub.getAllJax(dispFormula)[0].root.isMultiline; if (dispFormula.offsetWidth < child.offsetWidth || isMultiline) { MathJax.Hub.Queue(['Rerender', MathJax.Hub, dispFormula]); } } }; window.addEventListener('resize', function() { clearTimeout(timeout); // clear the timeout timeout = setTimeout(reflowMath, delay); // start timing for event "completion" }); }); }, }; if (window.location.hash == '#_=_'){ window.location = window.location.href.split('#')[0] } !function(f,b,e,v,n,t,s){if(f.fbq)return;n=f.fbq=function() {n.callMethod? n.callMethod.apply(n,arguments):n.queue.push(arguments)} ;if(!f._fbq)f._fbq=n; n.push=n;n.loaded=!0;n.version='2.0';n.queue=[];t=b.createElement(e);t.async=!0; t.src=v;s=b.getElementsByTagName(e)[0];s.parentNode.insertBefore(t,s)}(window, document,'script','https://connect.facebook.net/en_US/fbevents.js'); fbq('init', '1641728616063202'); fbq('track', "PixelInitialized", {}); (function(h,o,t,j,a,r){ h.hj=h.hj||function(){(h.hj.q=h.hj.q||[]).push(arguments)}; h._hjSettings={hjid:2318163,hjsv:6}; a=o.getElementsByTagName('head')[0]; r=o.createElement('script');r.async=1; r.src=t+h._hjSettings.hjid+j+h._hjSettings.hjsv; a.appendChild(r); })(window,document,'https://static.hotjar.com/c/hotjar-','.js?sv='); search file_upload Submit your research search menu close search Browse Gateways & Collections How to Publish Submit your Research My Submissions Article Guidelines Article Guidelines (New Versions) Open Data, Software and Code Guidelines Open Data and Accessible Source Materials Guidelines (HSS) Open Data, Software and Code Guidelines (PSE) Prepublication Checks Production Process Posters and Slides Guidelines Document Guidelines Article Processing Charges Peer Review Finding Article Reviewers About How it Works For Reviewers Our Advisors Policies Glossary FAQs For Developers Newsroom Contact My Research Submissions Content and Tracking Alerts My Details Sign In file_upload Submit your research { "@context": "https://schema.org", "@type": "ScholarlyArticle", "mainEntityOfPage": { "@type": "WebPage", "@id": "https://f1000research.com/articles/14-962" }, "headline": "Does Corporate Social Responsibility Influence Customer Loyalty? Insights from the Hotel Industry", "datePublished": "2025-09-22T16:07:21", "dateModified": "2025-09-22T16:07:21", "author": [ { "@type": "Person", "name": "Ajit Kumar Singh" }, { "@type": "Person", "name": "Saurabh Bharti" }, { "@type": "Person", "name": "Ajay Kumar Poddar" }, { "@type": "Person", "name": "Sandeep Paatlan" }, { "@type": "Person", "name": "Amit Kumar Dashora" }, { "@type": "Person", "name": "Shobhna Poddar" }, { "@type": "Person", "name": "Mohit Dahiya" }, { "@type": "Person", "name": "Anita Kumari Singh" } ], "publisher": { "@type": "Organization", "name": "F1000Research", "logo": { "@type": "ImageObject", "url": "https://f1000research.com/img/AMP/F1000Research_image.png", "height": 480, "width": 60 } }, "image": { "@type": "ImageObject", "url": "https://f1000research.com/img/AMP/F1000Research_image.png", "height": 1200, "width": 150 }, "description": " Background This study investigates the relationship between customers’ perceptions of corporate social responsibility (CSR), hotel reputation, and customer loyalty within the hospitality sector. This study explored how customers’ evaluations of corporate social responsibility (CSR) initiatives influence their loyalty behaviors and whether this relationship is mediated by the hotel’s perceived reputation. This study contributes to the literature by integrating corporate social responsibility and hotel reputation into a unified model to predict customer loyalty in the hospitality sector. Methods Data were collected through a structured questionnaire administered via convenience sampling, resulting in 391 valid responses from customers who stayed in star-rated hotels in New Delhi, India. The proposed hypotheses were assessed using PLS-SEM, and the conceptual model was further evaluated for its explanatory and predictive power. Results The study revealed that corporate social responsibility and hotel reputation significantly and positively impact customer loyalty. Furthermore, hotel reputation partially mediates the relationship between corporate social responsibility and customer loyalty. The model demonstrated good explanatory power (R2 = 0.435 for customer loyalty) and medium predictive relevance (Q2 > 0.15), supporting the robustness of the proposed structural framework. Conclusions The findings of this study reveal that corporate social responsibility significantly enhances customer loyalty. The partial mediating effect of hotel reputation suggests that while corporate social responsibility independently influences customer loyalty, its impact is further strengthened when accompanied by a strong hotel reputation. This study highlights the strategic importance of aligning corporate social responsibility initiatives with reputation-building efforts to foster deeper emotional and behavioral loyalty among customers. " } { "@context": "http://schema.org", "@type": "BreadcrumbList", "itemListElement": [ { "@type": "ListItem", "position": "1", "item": { "@id": "https://f1000research.com/", "name": "Home" } }, { "@type": "ListItem", "position": "2", "item": { "@id": "https://f1000research.com/browse/articles", "name": "Browse" } }, { "@type": "ListItem", "position": "3", "item": { "@id": "https://f1000research.com/articles/14-962/v1", "name": "Does Corporate Social Responsibility Influence Customer Loyalty? Insights..." } } ] } Home Browse Does Corporate Social Responsibility Influence Customer Loyalty? Insights... ALL Metrics - Views Downloads Get PDF Get XML Cite How to cite this article Kumar Singh A, Bharti S, Kumar Poddar A et al. Does Corporate Social Responsibility Influence Customer Loyalty? Insights from the Hotel Industry [version 1; peer review: 3 approved, 1 approved with reservations] . F1000Research 2025, 14 :962 ( https://doi.org/10.12688/f1000research.169211.1 ) NOTE: If applicable, it is important to ensure the information in square brackets after the title is included in all citations of this article. Close Copy Citation Details Export Export Citation Sciwheel EndNote Ref. Manager Bibtex ProCite Sente EXPORT Select a format first Track Share ▬ ✚ Research Article Does Corporate Social Responsibility Influence Customer Loyalty? Insights from the Hotel Industry [version 1; peer review: 3 approved, 1 approved with reservations] Ajit Kumar Singh https://orcid.org/0000-0003-0518-6142 1 , Saurabh Bharti https://orcid.org/0000-0003-3907-865X 2 , Ajay Kumar Poddar 3 , [...] Sandeep Paatlan https://orcid.org/0000-0002-8746-3133 1 , Amit Kumar Dashora 4 , Shobhna Poddar 5 , Mohit Dahiya https://orcid.org/0000-0002-1512-2794 6 , Anita Kumari Singh 1 Ajit Kumar Singh https://orcid.org/0000-0003-0518-6142 1 , Saurabh Bharti https://orcid.org/0000-0003-3907-865X 2 , [...] Ajay Kumar Poddar 3 , Sandeep Paatlan https://orcid.org/0000-0002-8746-3133 1 , Amit Kumar Dashora 4 , Shobhna Poddar 5 , Mohit Dahiya https://orcid.org/0000-0002-1512-2794 6 , Anita Kumari Singh 1 PUBLISHED 22 Sep 2025 Author details Author details 1 Chandigarh University, Sahibzada Ajit Singh Nagar, Punjab, India 2 Department of Hotel Administration and Hospitality, Welcomgroup Graduate School of Hotel Administration, Manipal Academy of Higher Education, Manipal, India 3 Texila American University, Lusaka, Zambia 4 Galgotias University, Greater Noida, Uttar Pradesh, India 5 University of Edenberg, Lusaka, Zambia 6 University of Sunderland, Sunderland, London, UK Ajit Kumar Singh Roles: Conceptualization, Formal Analysis, Writing – Original Draft Preparation Saurabh Bharti Roles: Data Curation, Funding Acquisition Ajay Kumar Poddar Roles: Project Administration, Supervision Sandeep Paatlan Roles: Data Curation, Investigation, Resources Amit Kumar Dashora Roles: Methodology, Validation Shobhna Poddar Roles: Methodology, Visualization Mohit Dahiya Roles: Data Curation, Methodology Anita Kumari Singh Roles: Data Curation, Writing – Review & Editing OPEN PEER REVIEW DETAILS REVIEWER STATUS This article is included in the Manipal Academy of Higher Education gateway. Abstract Background This study investigates the relationship between customers’ perceptions of corporate social responsibility (CSR), hotel reputation, and customer loyalty within the hospitality sector. This study explored how customers’ evaluations of corporate social responsibility (CSR) initiatives influence their loyalty behaviors and whether this relationship is mediated by the hotel’s perceived reputation. This study contributes to the literature by integrating corporate social responsibility and hotel reputation into a unified model to predict customer loyalty in the hospitality sector. Methods Data were collected through a structured questionnaire administered via convenience sampling, resulting in 391 valid responses from customers who stayed in star-rated hotels in New Delhi, India. The proposed hypotheses were assessed using PLS-SEM, and the conceptual model was further evaluated for its explanatory and predictive power. Results The study revealed that corporate social responsibility and hotel reputation significantly and positively impact customer loyalty. Furthermore, hotel reputation partially mediates the relationship between corporate social responsibility and customer loyalty. The model demonstrated good explanatory power (R 2 = 0.435 for customer loyalty) and medium predictive relevance (Q 2 > 0.15), supporting the robustness of the proposed structural framework. Conclusions The findings of this study reveal that corporate social responsibility significantly enhances customer loyalty. The partial mediating effect of hotel reputation suggests that while corporate social responsibility independently influences customer loyalty, its impact is further strengthened when accompanied by a strong hotel reputation. This study highlights the strategic importance of aligning corporate social responsibility initiatives with reputation-building efforts to foster deeper emotional and behavioral loyalty among customers. READ ALL READ LESS Keywords hotel reputation, customer satisfaction, corporate social responsibility, customer loyalty Corresponding Author(s) Saurabh Bharti ( [email protected] ) Ajay Kumar Poddar ( [email protected] ) Close Corresponding authors: Saurabh Bharti, Ajay Kumar Poddar Competing interests: No competing interests were disclosed. Grant information: The author(s) declared that no grants were involved in supporting this work. Copyright: © 2025 Kumar Singh A et al . This is an open access article distributed under the terms of the Creative Commons Attribution License , which permits unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited. How to cite: Kumar Singh A, Bharti S, Kumar Poddar A et al. Does Corporate Social Responsibility Influence Customer Loyalty? Insights from the Hotel Industry [version 1; peer review: 3 approved, 1 approved with reservations] . F1000Research 2025, 14 :962 ( https://doi.org/10.12688/f1000research.169211.1 ) First published: 22 Sep 2025, 14 :962 ( https://doi.org/10.12688/f1000research.169211.1 ) Latest published: 22 Sep 2025, 14 :962 ( https://doi.org/10.12688/f1000research.169211.1 ) 1. Introduction In the hospitality sector, CSR has emerged significantly and gained a competitive edge, affecting not only direct customer assessments but also intangible elements, such as a hotel’s reputation. As this sector heavily relies on building its image ( Agu et al., 2024 ), CSR is instrumental in sustaining hotel reputation. Many hotels are aligning their CSR initiatives with Sustainable Development Goals (SDGs) to address broader global challenges. Corporate Social Responsibility (CSR) practices significantly impact different business verticals and corporate reputation ( Su et al., 2014 ). Several studies in different sectors have demonstrated that CSR influences customer loyalty (CSR – CL) through mediators such as customer satisfaction and trust ( Lee, 2018 ; Leclercq-Machado et al., 2022 ; Al-Ghamdi & Badawi, 2019 ; Chung et al., 2015 ; Park & Kim, 2018 ). Although many studies have advocated the significance of CSR across various sectors, much of the work remains either theoretical or focused on Western or developed nations, with limited empirical investigation into the Indian hospitality industry ( Fatma et al., 2015 ). In India, where consumer expectations are evolving due to awareness of sustainability and ethical consumption, empirical studies on CSR and customer behavior are scarce. The role of hotel reputation as a mediator has not been thoroughly examined in this context. Hence, the present study seeks to overcome this gap by analyzing empirical data from star-rated hotel guests in New Delhi, India, and investigating both the explanatory and predictive capabilities of the suggested theoretical framework. 2. Literature review and hypothesis development 2.1 CSR and customer loyalty Hotels classify CSR practices into many verticals, such as philanthropic, legal-reactive, and active approaches, with the primary objective of enhancing economic performance. This classification helps us understand the CSR management model that benefits the industry ( Peña-Miranda et al., 2021 ). Many organizations have integrated CSR into their operational strategies and promoted company sustainability and stakeholder engagement ( Bohdanowicz & Zientara, 2008 ). However, CSR activities related to community engagement and environmental issues do not always significantly impact reputation, indicating that integrating CSR with organizational culture is crucial for performance outcomes ( González-Rodríguez et al., 2019 ). Recent shifts towards communication and reporting suggest a growing emphasis on transparency and accountability in CSR practices ( Moyeen & Mehjabeen, 2024 ). CSR initiatives have been widely recognized as tools for enhancing business performance and stakeholder perceptions ( Sultan et al., 2024 ). Many studies confirm that CSR positively influences customer loyalty through different mediating factors such as image, trust, customer satisfaction, and social platform use ( Liu et al., 2019 ; Su et al., 2014 ; Mohammed & Al-Swidi, 2019 ; Islam et al., 2022 ). The above arguments support the development of H1 i.e, H1 Customer perception significantly affects Customer loyalty. 2.2 CSR and hotel reputation CSR not only affects hotel reputation but also customers’ emotions ( Su et al., 2014 ). A positive hotel reputation further impacts customer loyalty ( Kandampully & Suhartanto, 2000 ). For hotels, it is essential to comprehend the link between customer satisfaction and their intention to return ( Arora & Singer, 2006 ). Furthermore, the quality of service provided by a hotel is equally significant, as it greatly influences customer satisfaction and loyalty ( Akbar et al., 2010 ). CSR initiatives enhance a hotel’s reputation, which in turn boosts trust, satisfaction, and loyalty towards the company. Such initiatives further build customer satisfaction, which serves as a mediator between CSR and CL ( Lee, 2018 ). Additionally, a hotel’s ethical perception can enhance customer identification with the brand, leading to emotional commitment and brand trust, thus ensuring long-term loyalty ( Fatma & Rahman, 2017 ). Moreover, customer experiences in full-service hotels, which encompass functional, emotional, and social dimensions, significantly impact brand trust, leading to CL ( Guan et al., 2021 ). The dynamic interplay between quality of service, hotel image, and customer satisfaction plays a fundamental role in establishing customer loyalty. Each of these elements contributes uniquely yet interdependently to shaping consumers’ overall perception of a brand or organization. High service quality enhances perceived value, and a strong corporate image fosters trust and credibility. Collectively, they influence consumer attitudes and behaviors, thereby serving as essential drivers in the creation and maintenance of a stable, committed, and loyal customer base ( Cheng, 2014 ). The above arguments advocate the development of H2, that is H2 Customer perception of CSR significantly affects hotel reputation. 2.3 Mediating effect of hotel reputation in the CSR – CL linkage CSR activities contribute not only to social value but also to strengthening hotel reputation and enhancing customer loyalty. It positively affects hotel reputation, which subsequently increases customer loyalty through improved trust. Reputation is a trust-building factor that deals with intangible services. However, limited research has explored how reputation acts as a psychological factor that transforms CSR perceptions into loyalty behavior ( He & Li, 2011 ; Martínez & Rodríguez del Bosque, 2013 ). Stakeholder theory suggests that customers tend to reward companies that reflect their social values, although these rewards are typically not immediate and instead manifest through constructs such as reputation, which accumulate perceptions over time ( Fombrun & Shanley, 1990 ; Freeman, 1984 ). When hotels implement CSR activities, such as promoting environmental sustainability, engaging with the community, or adopting ethical labor practices, they send positive messages to the public, contributing to the development of a strong, positive corporate reputation ( He & Li, 2011 ). This reputation, in turn, enhances customer trust, brand admiration, and psychological closeness, all of which are precursors to loyalty behaviors such as repeat visits and advocacy ( Walsh, Beatty, & Shiu, 2009 ). CSR activities have significantly boosted the public image of hotels, and this enhanced reputation directly influences customers’ willingness to recommend and return ( Lee et al., 2013 ). This suggests that hotel reputation works as a value transformation mechanism, where a brand’s ethical and social efforts are converted into loyalty outcomes through positive stakeholder perception. Kang, Lee, and Huh (2010) also highlighted that while CSR directly impacts performance, its effect is magnified when the hotel is seen as reputable and credible. In other words, CSR alone may not be sufficient to secure customer loyalty unless customers perceive it as a reputation-enhancing activity ( Pérez & Rodríguez del Bosque, 2015 ). Customers often cannot directly assess the authenticity of CSR actions; therefore, reputation serves as a cognitive shortcut that helps them infer the long-term intentions and reliability of the hotel brand ( Groza et al., 2011 ). When both CSR and reputation are viewed positively, customers are more likely to develop affective commitments, making them less sensitive to price and more emotionally invested in the brand. Thus, hotel reputation is not just a by-product of CSR but a strategic asset that mediates trust-building and relational value derived from socially responsible practices. Thus, the arguments presented above provide a basis for formulating H3 and H4, respectively. H3 Hotel reputation significantly affects customer loyalty. H4 Hotel reputation mediates the relationship between CSR and customer loyalty. The conceptual framework for the present study is depicted in Figure 1 . Figure 1. Author’s proposed model. To empirically examine the hypothesized relationships among the constructs CSR, HR, and CL, a system of linear equations is proposed. (1) HR = β 1 · CSR + ε 1 (2) CL = β 2 · CSR + β 3 · HR + ε 2 Whereas: • CSR = Customer perception of corporate social responsibility • HR = Hotel reputation (mediator) • CL = Customer loyalty (dependent variable) • β 1 , β 2 , β 3 = Path coefficients to be estimated • ε 1 , ε 2 = Error terms The first equation expresses HR as a function of CSR. This implies that hotel’s CSR has a direct influence on how the hotel’s reputation is perceived, where β 1 represents the path coefficient, and ε 1 accounts for unexplained variance or error. The second equation outlines CL as influenced by both CSR and HR. Here, CL is shaped not only directly by CSR (coefficient β 2 ) but also indirectly through the mediating effect of Hotel Reputation (coefficient β 3 ). ε 2 represents the residual error in predicting customer loyalty. 3. Research methodology This study uses cross-sectional data, and partial least squares structural equation Modelling is employed for model validation and hypothesis testing ( Figure 2 ). PLS-SEM does not assume multivariate normality and demonstrates robustness when applied to small sample sizes ( Hair et al., 2016 ). For data collection, a convenience sampling method was used. Structured questionnaires were distributed to customers staying at star-rated hotels in New Delhi, India, between August 5 and 9, 2025. The questionnaire used in this study was developed by the authors and comprised items adapted from previously validated research instruments. All participants in this study were aged 18 years or more. Of the 425 questionnaires distributed, 34 were excluded, and 391 were considered for the study. The items included in the questionnaire were evaluated using a five-point Likert scale, which allowed respondents to indicate their level of agreement with each statement. The scale ranged from 1 to 5, where 1 corresponded to ‘strongly disagree’ and 5 represented ‘strongly agree.’ The CSR construct was evaluated using eight items ( El Akremi et al., 2018 ; Kim & Kim, 2016 ), Customer Loyalty (CL) with five items derived from Zeithaml et al. (1996) , and Hotel Reputation (HR) through three items ( Chun, 2005 ). Table 1 presents the descriptive statistics of the variables. Figure 2. Measurement model illustration using PLS Algorithm. Source: Developed by the author. Table 1. Descriptive statistics. Measured Items Mean Standard deviation Kurtosis Skewness CSR1 2.601 0.611 0.036 0.15 CSR2 2.949 0.609 0.645 0.163 CSR3 2.706 0.614 0.079 0.076 CSR4 2.691 0.655 0.12 -0.017 CSR5 2.831 0.629 0.359 0.085 CSR6 3.013 0.642 0.519 0.222 CSR7 2.969 0.659 0.301 0.033 CSR8 2.992 0.661 0.108 0.062 HR1 2.99 0.75 0.153 0.017 HR2 3.031 0.796 -0.017 -0.116 HR3 2.724 0.803 0.083 0.155 CL1 2.954 0.696 0.518 0.017 CL2 2.977 0.772 -0.093 0.04 CL3 3.422 0.707 0.217 -0.071 CL4 3.018 0.752 0.127 0.043 CL5 2.926 0.745 -0.124 0.009 3.1 Measurement model Figure 3 illustrates the outer and inner loadings of the measurement model. To assess the internal consistency of the constructs, multiple reliability indicators were employed, including Cronbach’s alpha, rho_A, and composite reliability (rho_ C) ( Table 2 ). The results revealed that all factor loadings were above the acceptable threshold of 0.70, indicating strong reliability. Furthermore, Cronbach’s alpha values exceeded 0.70 for all constructs, indicating acceptable internal consistency. The rho_A values, which provide a more accurate estimate of construct reliability in certain contexts, fell between Cronbach’s alpha and rho_ C values and consistently remained above 0.70. This alignment among the reliability measures confirms that the constructs exhibit strong internal reliability and consistency. To establish convergent validity, the average variance extract was used. As presented in Table 2 , the Average Variance Extracted (AVE) values for all constructs were greater than the recommended threshold of 0.50. This indicates that the measurement model exhibited acceptable convergent validity, confirming that the items intended to measure each construct shared a sufficient proportion of common variance. In addition to convergent validity, discriminant validity was assessed using several approaches. These included examining the cross-loadings of each indicator, applying the Fornell–Larcker criterion, and calculating the hetero trait–mono trait ratio of correlations (HTMT). The results from all three methods demonstrated that the constructs CSR, HR, and CL are empirically distinct from one another, thereby supporting the establishment of discriminant validity. The outcomes of all three tests are detailed in Table 3 , Table 4 , and Table 5 . Multicollinearity for all factors was examined using VIF ( Table 2 ). The VIF values for all factors were below 5, suggesting no multicollinearity concerns. Figure 3. Structural model illustration using Bootstrapping. Source: Developed by the author. Table 2. Factor loadings, reliability and validity. Factor Loadings Cronbach’s alpha (rho_A) (rho_ C) (AVE) VIF Corporate Social Responsibility 0.945 0.946 0.954 0.723 CSR1 0.831 2.542 CSR2 0.841 2.741 CSR3 0.880 3.501 CSR4 0.861 3.095 CSR5 0.847 2.84 CSR6 0.851 2.938 CSR7 0.856 2.892 CSR8 0.835 2.648 Hotel Reputation 0.873 0.877 0.922 0.797 HR1 0.881 2.25 HR2 0.891 2.337 HR3 0.906 2.425 Customer Loyalty 0.912 0.913 0.934 0.740 CL1 0.856 2.513 CL2 0.866 2.618 CL3 0.864 2.555 CL4 0.869 2.646 CL5 0.845 2.356 Table 3. Discriminant validity - HTMT –test. CSR HR CL CSR HR 0.617 CL 0.619 0.658 Table 4. Discriminant validity - Fornell & Larcker – test. CSR HR CL CSR 0.85 HR 0.562 0.893 CL 0.576 0.589 0.86 Table 5. Discriminant validity–cross loadings. CSR HR CL CSR1 0.831 0.506 0.488 CSR2 0.841 0.477 0.455 CSR3 0.880 0.502 0.526 CSR4 0.861 0.461 0.510 CSR5 0.847 0.465 0.484 CSR6 0.851 0.467 0.474 CSR7 0.856 0.496 0.492 CSR8 0.835 0.447 0.484 HR1 0.482 0.881 0.485 HR2 0.492 0.891 0.515 HR3 0.529 0.906 0.573 CL1 0.495 0.483 0.856 CL2 0.489 0.521 0.866 CL3 0.511 0.529 0.864 CL4 0.503 0.507 0.869 CL5 0.478 0.493 0.845 3.2 Structural model The hypothesized relationships among the three core constructs–CSR, HR, and CL–are shown in Figure 3 . The model was tested using path analysis with the PLS-SEM approach. H1 explores the link between CSR and CL (CSR → CL). The analysis reveals that CSR significantly impacts CL (β = 0.357, t = 8.456, p < 0.01), thereby validating H1. H2 considers whether CSR is significantly linked to HR (CSR → HR). The findings confirm that CSR significantly impacts HR (β = 0.562, t = 16.104, p < 0.01), confirming H2. H3 investigates the significant association between HR and CL (HR → CL). The results showed that HR significantly impacted CL (β = 0.388, t = 8.823, p CL 0.357 0.042 8.456 0.000 Accepted H2: CSR -> HR 0.562 0.035 16.104 0.000 Accepted H3: HR -> CL 0.388 0.044 8.823 0.000 Accepted 3.3 Mediation analysis H4 examined whether HR acts as a mediator between CSR and CL. Specifically, it examined whether the influence of CSR on CL is transmitted through HR, forming an indirect path (CSR → HR → CL). The results revealed a statistically significant indirect effect (β = 0.218, t = 7.807, p < 0.05). This indicates that CSR positively influences CL through its effect on HR. Path analysis showed that in the presence of HR as a mediator, the direct effect of CSR on CL remained statistically significant (β = 0.357, t = 8.456, p < 0.01). As both effects were significant, this suggests that HR partially mediates the CSR-CL relationship ( Table 7 ). Table 7. Mediation analysis. Total effect Direct effect Specific indirect effect β p-value B P-value H9: CSR -> HR -> CL β t-value Upper limit Lower limit p-value Results 0.576 0.000 0.357 0.000 0.218 7.807 0.174 0.267 0.000 Partial Mediation Table 8 presents the findings related to the model’s explanatory and predictive strengths. The R 2 value for CL was 0.435, indicating that the combined effects of CSR and Hotel Reputation (HR) accounted for 43.5% of the variance in CL. The results show a moderate level of explanatory power. Hence, the model effectively captures the key determinants of customer loyalty in the hotel industry. Table 8. Model’s explanatory and predictive power. Predictor(s) Endogenous variable R 2 f 2 Q 2 CSR CL 0.435 0.154 0.327 HR 0.182 CSR HR 0.316 0.462 0.313 The results also revealed that both CSR and HR exert a moderate effect on CL (f 2 > 0.15), while CSR alone demonstrated a large effect size (f 2 > 0.35), underscoring its substantial role in shaping customer loyalty. The Q 2 value was assessed using a blindfolding procedure. The Q 2 values for HR and CSR were 0.327 and 0.313, respectively, both surpassing the recommended threshold of 0.15, as suggested by Hair et al. (2013) . Hence, the model possesses medium predictive relevance, indicating its capability to predict endogenous constructs with reasonable accuracy. 4. Discussion and conclusion The study reveals a significant association between CSR and CL and investigates both direct and indirect links among CSR, HR, and CL, contributing to both theoretical understanding and practical applications. The direct and positive relationship between CSR-CL supports Hypothesis 1 ( Lee et al., 2013 ; Kim & Kim, 2016 ). This suggests that customers significantly consider hotels’ CSR efforts when developing their emotional and behavioral loyalty. Hypothesis 2 is also validated, demonstrating CSR’s significant effect on HR. These findings underscore CSR’s function as a reputational signal, influencing customer perceptions of trustworthiness, quality, and credibility ( Chun, 2005 ). Furthermore, HR significantly impacts customer loyalty, confirming Hypothesis 3. This connection illustrates the mediating process through which CSR boosts loyalty not only by directly engaging customers but also by enhancing the hotel’s perceived market reputation. The path analysis in this study indicates that in the presence of the HR mediator, the direct impact of CSR on CL remains significant. As both the direct and specific indirect effects were significant, HR partially mediated the CSR-CL relationship, confirming Hypothesis 4. The partial mediation observed implies that while CSR independently influences loyalty, a substantial portion of its effect is mediated by the improvement of hotel reputation. This implies that reputation serves as a conduit for translating CSR initiatives into customer loyalty. From a model evaluation perspective, the R 2 value of 0.435 for customer loyalty demonstrates a moderate explanatory power. Moreover, the effect size analysis indicates that CSR has a large effect (f 2 > 0.35) on CL, while both CSR and HR exert moderate effects. The Q 2 values for HR (0.327) and CSR (0.313) confirm the medium predictive relevance of the model, reinforcing its validity for understanding and forecasting customer behavior in the luxury hotel segment. The findings of this study emphasize the need for hospitality firms to strategically oversee their CSR endeavors and reputation-building strategies, as both are crucial for enhancing customer loyalty. Furthermore, this study sets the stage for future investigations that might examine other possible mediators or moderators, such as customer trust or perceived service quality, to further elucidate CSR–loyalty linkages. These findings are particularly significant in the post-pandemic context, where consumer expectations regarding ethical and responsible business practices have intensified. Hotels that invest in socially responsible activities not only differentiate themselves in a competitive market but also cultivate deeper emotional and attitudinal bonds with their clients. 5. Practical implications CSR in the hotel industry goes beyond simple philanthropy ( Lee et al., 2013 ). Customers often view these efforts as indicators of a hotel’s overall integrity and service quality, thereby strengthening their loyalty intentions ( Han, Yu, & Kim, 2018 ). This study presents several key practical implications for the hospitality sector. First, it demonstrates that customers’ perception of CSR efforts greatly affects their loyalty, both directly and indirectly, via the hotel’s reputation ( Su et al., 2014 ). This shows that socially responsible practices are fundamental to business operations, not just compliance or charitable acts, but also tools for customer-focused brand positioning. Second, hotel reputation highlights the importance of communicating CSR efforts to improve stakeholders’ views of the brand ( Lii & Lee, 2011 ). Hotel managers should focus on transparent communication methods, such as issuing sustainability reports, sharing stories on social media, and updating the community on engagement activities to establish and uphold a strong, credible reputation. A well-respected reputation serves as a mechanism for building trust, strengthening customers’ emotional ties to the brand, and encouraging long-term loyalty. Furthermore, this study establishes a framework for hospitality businesses to measure the return on investment (ROI) of their CSR programs, evaluating not only the social impact but also customer-centric outcomes such as loyalty and advocacy. By aligning CSR initiatives with customer values and expectations, such as environmental responsibility, employee care, and ethical sourcing, hotels can foster customer loyalty and differentiate their brand in a competitive landscape ( Islam et al., 2022 ). Hotel industry leaders must equip their frontline and customer-facing teams with the skills to embody and articulate their hotel’s CSR commitments. Customer experiences are shaped not only by the quality of amenities and services but also by the ethical behavior that guests perceive. Operationally, hotel leaders are encouraged to train and empower their frontline employees to internalize and communicate CSR values. Customer experiences are shaped not only by tangible services and amenities but also by ethical conduct and value alignment perceived during service encounters. Therefore, it is crucial to align internal culture with the external CSR narrative to fortify the link between CSR-HR-CL ( Osakwe & Yusuf, 2020 ). 6. Limitations and suggestions for future research A cross-sectional design was used in this study; hence, a longitudinal research design is recommended for future research to better understand the evolving nature of CSR initiatives and their influence on customer perceptions over time. The use of convenience sampling from a single geographic location (New Delhi, India) may limit the generalizability of our findings. Researchers should adopt probability sampling across diverse geographic regions and hotel categories. Incorporating alternative mediating variables could provide deeper insights into CSR - customer loyalty research. Moreover, hotel reputation as a moderating factor could be a focus of future investigations. Comparative analyses across different tiers of hospitality establishments and regional contexts may reveal context-specific CSR strategies and their effectiveness. Future investigations should integrate internal stakeholder perspectives to examine how internal CSR engagement contributes to external brand image and guest satisfaction. Additionally, interdisciplinary research integrating psychological constructs, such as customer empathy, moral identity, or ethical consumption patterns, could further enrich the theoretical understanding of why and how CSR influences customer behavior in the hotel industry. Ethics statement This study complied with the ethical guidelines of the Declaration of Helsinki and was reviewed and approved by the Ethics Committee of Texila American University, Zambia (Approval No. TAUZ/REC/2025/F/04, dated 5 August 2025). All participants were over 18 years of age and provided written informed consent prior to the data collection. The confidentiality and anonymity of the participants’ data were strictly maintained. Data availability statement The dataset included the values used for statistical analyses, tables, and figures, and comprised responses from 391 participants who took part in the study. The dataset is openly available on Zenodo at https://doi.org/10.5281/zenodo.15824958 ( Singh, 2025a ). The questionnaire used in this study is available on Zenodo at https://doi.org/10.5281/zenodo.16220978 ( Singh, 2025b ). Data are available under the terms of the Creative Commons Attribution 4.0 International license (CC-BY 4.0) https://creativecommons.org/licenses/by/4.0/ . References Agu E, Iyelolu T, Idemudia C, et al. : Exploring the relationship between sustainable business practices and increased brand loyalty. Int. J. Man & Ent. Res. 2024; 6 (8): 2463–2475. Publisher Full Text Akbar S, Mat Som AP, Jamil Alzaidiyeen N, et al. : Revitalization of Service Quality to Gain Customer Satisfaction and Loyalty. Int. J. Bus. Manag. 2010; 5 (6). Publisher Full Text Al-Ghamdi SAA, Badawi NS: Do corporate social responsibility activities enhance customer satisfaction and customer loyalty? Evidence from the Saudi banking sector. Cogent Bus Manag. 2019; 6 (1). Publisher Full Text Arora R, Singer J: Customer Satisfaction and Value as Drivers of Business Success for Fine Dining Restaurants. Serv. Mark. Q. 2006; 28 (1): 89–102. Publisher Full Text Bohdanowicz P, Zientara P: Corporate Social Responsibility in Hospitality: Issues and Implications. A Case Study of Scandic. Scand. J. Hosp. Tour. 2008; 8 (4): 271–293. Publisher Full Text Cheng B-L: Service Quality and the Mediating Effect of Corporate Image on the Relationship between Customer Satisfaction and Customer Loyalty in the Malaysian Hotel Industry. Gadjah Mada Int. J. Bus. 2014; 15 (2): 99. Publisher Full Text Chun R: Corporate reputation: Meaning and measurement. Int. J. Manag. Rev. 2005; 7 (2): 91–109. Publisher Full Text Chung K-H, Yu J-E, Choi M-G, et al. : The Effects of CSR on Customer Satisfaction and Loyalty in China: The Moderating Role of Corporate Image. J. Econ. Bus. Manag. 2015; 3 (5): 542–547. Publisher Full Text El Akremi A, Gond J-P, Swaen V, et al. : How do employees perceive corporate responsibility? Development and validation of a multidimensional corporate stakeholder responsibility scale. J. Manag. 2018; 44 (2): 619–657. Publisher Full Text Fatma M, Rahman Z: An Integrated Framework to Understand How Consumer-Perceived Ethicality Influences Consumer Hotel Brand Loyalty. Serv. Sci. 2017; 9 (2): 136–146. Publisher Full Text Fatma M, Rahman Z, Khan I: The role of CSR as a determinant of consumer responses in the financial sector. Decision. 2015; 42 (4): 393–401. Publisher Full Text Fombrun CJ, Shanley M: What’s in a name? Reputation building and corporate strategy. Acad. Manag. J. 1990; 33 (2): 233–258. Publisher Full Text Freeman RE: Strategic management: A stakeholder approach. Pitman Publishing; 1984. González-Rodríguez MR, Martín-Samper RC, Köseoglu MA, et al. : Hotels’ corporate social responsibility practices, organizational culture, firm reputation, and performance. J. Sustain. Tour. 2019; 27 (3): 398–419. Publisher Full Text Groza MD, Pronschinske MR, Walker M: Perceived organizational motives and consumer responses to proactive and reactive CSR. J. Bus. Ethics. 2011; 102 (4): 639–652. Publisher Full Text Guan J, Wang W, Chan JH, et al. : Customer experience and brand loyalty in the full-service hotel sector: the role of brand affect. Int. J. Contemp. Hosp. Manag. 2021; 33 (5): 1620–1645. Publisher Full Text Hair JF, Hult GTM, Ringle CM, et al. : A primer on partial least squares structural equation modeling (PLS-SEM). SAGE Publications; 2nd ed2016. Hair JF, Ringle CM, Sarstedt M: Partial least squares structural equation modeling: Rigorous applications, better results and higher acceptance. Long Range Plan. 2013; 46 (1–2): 1–12. Publisher Full Text Han H, Yu J, Kim W: Environmental corporate social responsibility and the strategy to boost the airline’s image and customer loyalty intentions. J. Air Transp. Manag. 2018; 66 : 20–30. Publisher Full Text He H, Li Y: CSR and service brand: The mediating effect of brand identification and moderating effect of service quality. J. Bus. Ethics. 2011; 100 (4): 673–688. Publisher Full Text Islam T, Khan M, Ghaffar A, et al. : Does CSR influence sustained competitive advantage and behavioral outcomes? An empirical study in the hospitality sector. J. Glob. Scholars Market. Sci. 2022; 33 (1): 107–132. Publisher Full Text Kandampully J, Suhartanto D: Customer loyalty in the hotel industry: the role of customer satisfaction and image. Int. J. Contemp. Hosp. Manag. 2000; 12 (6): 346–351. Publisher Full Text Kang KH, Lee S, Huh C: Impacts of positive and negative corporate social responsibility activities on company performance in the hospitality industry. Int. J. Hosp. Manag. 2010; 29 (1): 72–82. Publisher Full Text Kim S, Kim SY: The effect of CSR fit and CSR authenticity on the brand attitude. Sustainability. 2016; 8 (4): 381. Publisher Full Text Leclercq-Machado L, Alvarez-Risco A, Almanza-Cruz C, et al. : Effect of Corporate Social Responsibility on Consumer Satisfaction and Consumer Loyalty of Private Banking Companies in Peru. Sustainability. 2022; 14 (15): 9078. Publisher Full Text Lee C-Y: Does Corporate Social Responsibility Influence Customer Loyalty in the Taiwan Insurance Sector? The role of Corporate Image and Customer Satisfaction. J. Promot. Manag. 2018; 25 (1): 43–64. Publisher Full Text Lee S, Park SY, Lee J: Raising corporate reputation through corporate social responsibility and green management: The case of the hotel industry. Int. J. Hosp. Manag. 2013; 35 : 102–112. Publisher Full Text Lii Y-S, Lee M: Doing Right Leads to Doing Well: When the Type of CSR and Reputation Interact to Affect Consumer Evaluations of the Firm. J. Bus. Ethics. 2011; 105 (1): 69–81. Publisher Full Text Liu MT, Zhao Z, Zhu Z, et al. : How CSR influences customer behavioural loyalty in the Chinese hotel industry. Asia Pac. J. Mark. Logist. 2019; 32 (1): 1–22. Publisher Full Text Martínez P, Rodríguez del Bosque I: CSR and customer loyalty: The roles of trust, customer identification with the company and satisfaction. Int. J. Hosp. Manag. 2013; 35 : 89–99. Publisher Full Text Mohammed A, Al-Swidi A: The influence of CSR on perceived value, social media and loyalty in the hotel industry. Spanish Journal of Marketing - ESIC. 2019; 23 (3): 373–396. Publisher Full Text Moyeen A, Mehjabeen M: CSR research in the hotel industry: how it relates to promoting the SDGs. Social Responsibility Journal. 2024; 20 (9): 1770–1786. Publisher Full Text Osakwe CN, Yusuf TO: CSR: a roadmap towards customer loyalty. Total Qual. Manag. Bus. Excell. 2020; 32 (13–14): 1424–1440. Publisher Full Text Park E, Kim KJ: What drives “customer loyalty”? The role of corporate social responsibility. Sustain. Dev. 2018; 27 (3): 304–311. Publisher Full Text Peña-Miranda DD, Fraiz-Brea JA, Camilleri MA, et al. : Corporate social responsibility model for a competitive and resilient hospitality industry. Sustain. Dev. 2021; 30 (3): 433–446. Publisher Full Text Pérez A, Rodríguez del Bosque I: Corporate social responsibility and customer loyalty: Exploring the role of identification, satisfaction and type of company. J. Serv. Mark. 2015; 29 (1): 15–25. Publisher Full Text Singh AK: Data of 391 Respondents_CSR_HR_CL. [Data set]. Zenodo. 2025a. Publisher Full Text Singh AK: Questionnaire. [Data set]. Zenodo. 2025b. Publisher Full Text Su L, Huang S(S), Van Der Veen R, et al. : Corporate Social Responsibility, Corporate Reputation, Customer Emotions and Behavioral Intentions: A Structural Equation Modeling Analysis. J. China Tour. Res. 2014; 10 (4): 511–529. Publisher Full Text Sultan MF, Shaikh E, Tunio MN, et al. : Strategic Impact of Corporate Social Responsibility. igi global; 2024; 23–33. Publisher Full Text Walsh G, Beatty SE, Shiu EM: The customer-based corporate reputation scale: Replication and short form. J. Bus. Res. 2009; 62 (10): 924–930. Publisher Full Text Zeithaml VA, Berry LL, Parasuraman A: The behavioral consequences of service quality. J. Mark. 1996; 60 (2): 31–46. Publisher Full Text Comments on this article Comments (0) Version 1 VERSION 1 PUBLISHED 22 Sep 2025 ADD YOUR COMMENT Comment Author details Author details 1 Chandigarh University, Sahibzada Ajit Singh Nagar, Punjab, India 2 Department of Hotel Administration and Hospitality, Welcomgroup Graduate School of Hotel Administration, Manipal Academy of Higher Education, Manipal, India 3 Texila American University, Lusaka, Zambia 4 Galgotias University, Greater Noida, Uttar Pradesh, India 5 University of Edenberg, Lusaka, Zambia 6 University of Sunderland, Sunderland, London, UK Ajit Kumar Singh Roles: Conceptualization, Formal Analysis, Writing – Original Draft Preparation Saurabh Bharti Roles: Data Curation, Funding Acquisition Ajay Kumar Poddar Roles: Project Administration, Supervision Sandeep Paatlan Roles: Data Curation, Investigation, Resources Amit Kumar Dashora Roles: Methodology, Validation Shobhna Poddar Roles: Methodology, Visualization Mohit Dahiya Roles: Data Curation, Methodology Anita Kumari Singh Roles: Data Curation, Writing – Review & Editing Competing interests No competing interests were disclosed. Grant information The author(s) declared that no grants were involved in supporting this work. Article Versions (1) version 1 Published: 22 Sep 2025, 14:962 https://doi.org/10.12688/f1000research.169211.1 Copyright © 2025 Kumar Singh A et al . This is an open access article distributed under the terms of the Creative Commons Attribution License , which permits unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited. Download Export To Sciwheel Bibtex EndNote ProCite Ref. Manager (RIS) Sente metrics Views Downloads F1000Research - - PubMed Central info_outline Data from PMC are received and updated monthly. - - Citations open_in_new 0 open_in_new 0 open_in_new SEE MORE DETAILS CITE how to cite this article Kumar Singh A, Bharti S, Kumar Poddar A et al. Does Corporate Social Responsibility Influence Customer Loyalty? Insights from the Hotel Industry [version 1; peer review: 3 approved, 1 approved with reservations] . F1000Research 2025, 14 :962 ( https://doi.org/10.12688/f1000research.169211.1 ) NOTE: If applicable, it is important to ensure the information in square brackets after the title is included in all citations of this article. COPY CITATION DETAILS track receive updates on this article Track an article to receive email alerts on any updates to this article. TRACK THIS ARTICLE Share Open Peer Review Current Reviewer Status: ? Key to Reviewer Statuses VIEW HIDE Approved The paper is scientifically sound in its current form and only minor, if any, improvements are suggested Approved with reservations A number of small changes, sometimes more significant revisions are required to address specific details and improve the papers academic merit. Not approved Fundamental flaws in the paper seriously undermine the findings and conclusions Version 1 VERSION 1 PUBLISHED 22 Sep 2025 Views 0 Cite How to cite this report: Oyewale OI. Reviewer Report For: Does Corporate Social Responsibility Influence Customer Loyalty? Insights from the Hotel Industry [version 1; peer review: 3 approved, 1 approved with reservations] . F1000Research 2025, 14 :962 ( https://doi.org/10.5256/f1000research.186505.r417238 ) The direct URL for this report is: https://f1000research.com/articles/14-962/v1#referee-response-417238 NOTE: it is important to ensure the information in square brackets after the title is included in this citation. Close Copy Citation Details Reviewer Report 08 Oct 2025 Oyelakin Idris Oyewale , Business and Communication, INTI International University & Colleges, Nilai, Negeri Sembilan, Malaysia Approved VIEWS 0 https://doi.org/10.5256/f1000research.186505.r417238 Title: The current title does not fully reflect the study framework. Since hotel reputation is a key variable in the research, it should be explicitly included in the title to align with the study’s conceptual model. ... Continue reading READ ALL Title: The current title does not fully reflect the study framework. Since hotel reputation is a key variable in the research, it should be explicitly included in the title to align with the study’s conceptual model. Abstract The abstract contains repetition, particularly in the first and second sentences, both of which explain the study’s objective. It is advisable to retain the second sentence while revising it to include the research problem. This will establish a clear rationale and underscore the need for the study. The methodology section is absent. To enhance clarity and coherence, I recommend applying the POMES framework (Problem, Objective, Methodology, Expected Outcome, and Significance). This structure will ensure the abstract communicates the essence of the study effectively. Introduction The introduction provides a review of literature and identifies existing gaps. However, the research problem is not explicitly highlighted . To strengthen the rationale and demonstrate the urgency of the study, the research problem should be clearly articulated. Methodology The study employed a convenience sampling method, but no justification was provided for its use. A rationale should be included to demonstrate why this technique was appropriate and acceptable in the context of the research. The exclusion of 34 respondents from the dataset requires explanation. Clarifying the reasons for their removal will strengthen the credibility, authenticity, and reliability of the data analysis. Contribution The study highlights some practical contributions. However, policy recommendations are currently absent. Including actionable policy contributions would significantly enhance the practical relevance and impact of the study, particularly for decision-makers in the hospitality industry. Is the work clearly and accurately presented and does it cite the current literature? Yes Is the study design appropriate and is the work technically sound? Yes Are sufficient details of methods and analysis provided to allow replication by others? Partly If applicable, is the statistical analysis and its interpretation appropriate? Yes Are all the source data underlying the results available to ensure full reproducibility? Yes Are the conclusions drawn adequately supported by the results? Yes Competing Interests: No competing interests were disclosed. Reviewer Expertise: CSR I confirm that I have read this submission and believe that I have an appropriate level of expertise to confirm that it is of an acceptable scientific standard. Close READ LESS CITE CITE HOW TO CITE THIS REPORT Oyewale OI. Reviewer Report For: Does Corporate Social Responsibility Influence Customer Loyalty? Insights from the Hotel Industry [version 1; peer review: 3 approved, 1 approved with reservations] . F1000Research 2025, 14 :962 ( https://doi.org/10.5256/f1000research.186505.r417238 ) The direct URL for this report is: https://f1000research.com/articles/14-962/v1#referee-response-417238 NOTE: it is important to ensure the information in square brackets after the title is included in all citations of this article. COPY CITATION DETAILS Report a concern Respond or Comment COMMENT ON THIS REPORT Views 0 Cite How to cite this report: Rana VS. Reviewer Report For: Does Corporate Social Responsibility Influence Customer Loyalty? Insights from the Hotel Industry [version 1; peer review: 3 approved, 1 approved with reservations] . F1000Research 2025, 14 :962 ( https://doi.org/10.5256/f1000research.186505.r417239 ) The direct URL for this report is: https://f1000research.com/articles/14-962/v1#referee-response-417239 NOTE: it is important to ensure the information in square brackets after the title is included in this citation. Close Copy Citation Details Reviewer Report 06 Oct 2025 Varinder Singh Rana , City University College of Ajman, Ajman, Ajman, United Arab Emirates Approved VIEWS 0 https://doi.org/10.5256/f1000research.186505.r417239 This study makes a valuable contribution to the hospitality literature by exploring the link between corporate social responsibility (CSR), hotel reputation, and customer loyalty. The research is timely, well-structured, and supported by a robust methodology using PLS-SEM with an adequate ... Continue reading READ ALL This study makes a valuable contribution to the hospitality literature by exploring the link between corporate social responsibility (CSR), hotel reputation, and customer loyalty. The research is timely, well-structured, and supported by a robust methodology using PLS-SEM with an adequate sample size. Findings confirm that CSR and hotel reputation significantly enhance loyalty, with reputation serving as a partial mediator. The paper is clearly written, offers meaningful theoretical and practical implications, and highlights the strategic role of aligning CSR initiatives with reputation-building. However, the study would benefit from strengthening the literature review with recent sources and theoretical frameworks, providing more detail on measurement validity, and acknowledging sampling limitations. Addressing these points will further enhance its scientific soundness and impact. Is the work clearly and accurately presented and does it cite the current literature? Yes Is the study design appropriate and is the work technically sound? Yes Are sufficient details of methods and analysis provided to allow replication by others? Yes If applicable, is the statistical analysis and its interpretation appropriate? Yes Are all the source data underlying the results available to ensure full reproducibility? Yes Are the conclusions drawn adequately supported by the results? Yes Competing Interests: No competing interests were disclosed. Reviewer Expertise: Hospitality and Tourism, Events, Marketing I confirm that I have read this submission and believe that I have an appropriate level of expertise to confirm that it is of an acceptable scientific standard. Close READ LESS CITE CITE HOW TO CITE THIS REPORT Rana VS. Reviewer Report For: Does Corporate Social Responsibility Influence Customer Loyalty? Insights from the Hotel Industry [version 1; peer review: 3 approved, 1 approved with reservations] . F1000Research 2025, 14 :962 ( https://doi.org/10.5256/f1000research.186505.r417239 ) The direct URL for this report is: https://f1000research.com/articles/14-962/v1#referee-response-417239 NOTE: it is important to ensure the information in square brackets after the title is included in all citations of this article. COPY CITATION DETAILS Report a concern Respond or Comment COMMENT ON THIS REPORT Views 0 Cite How to cite this report: Pandey U. Reviewer Report For: Does Corporate Social Responsibility Influence Customer Loyalty? Insights from the Hotel Industry [version 1; peer review: 3 approved, 1 approved with reservations] . F1000Research 2025, 14 :962 ( https://doi.org/10.5256/f1000research.186505.r417232 ) The direct URL for this report is: https://f1000research.com/articles/14-962/v1#referee-response-417232 NOTE: it is important to ensure the information in square brackets after the title is included in this citation. Close Copy Citation Details Reviewer Report 30 Sep 2025 Uma Pandey , Jagran Lakecity University, India, Bhopal, India Approved with Reservations VIEWS 0 https://doi.org/10.5256/f1000research.186505.r417232 1. At present, a few sections (e.g., Introduction, Literature Review, and some reference titles) use “consumer.” For clarity and alignment with your research objectives, I recommend standardizing terminology so that “customer” is used consistently. This will avoid confusion for readers ... Continue reading READ ALL 1. At present, a few sections (e.g., Introduction, Literature Review, and some reference titles) use “consumer.” For clarity and alignment with your research objectives, I recommend standardizing terminology so that “customer” is used consistently. This will avoid confusion for readers and strengthen the focus of your argument on hotel customers rather than the broader concept of consumers. 2. The abbreviation “CL” is used to represent Customer Loyalty throughout the paper, but it is never formally introduced at first mention. For clarity and consistency, the authors should define all abbreviations (CSR, HR, CL) when they first appear and ensure uniform usage across the text, tables, and figures. 3. Section 2.1 (CSR and Customer Loyalty): The review discusses how CSR practices influence customer loyalty. However, the hypothesis (H1) is formulated around customer perception of CSR. This creates a conceptual gap, as the supporting literature largely emphasizes CSR practices rather than perceptions. To address this, I suggest either: (a) Adjusting the wording of H1 to align with the CSR practice-focused literature, or (b) Expanding the literature review with studies that specifically examine perceived CSR and its effect on loyalty. This adjustment would ensure the hypothesis is firmly grounded in prior research. 4. Section 2.2 (CSR and Hotel Reputation): A similar issue arises with H2, where the cited studies demonstrate how CSR initiatives influence reputation, but the hypothesis is framed around customer perception of CSR. To improve coherence, the authors should either: (a) Reframe H2 to emphasize CSR practices, or (b) Incorporate literature explicitly linking perceived CSR to hotel reputation. In addition, clarifying early on that CSR is conceptualized in this study as customer perception would resolve potential confusion. 5. Section 2.3 (Hotel Reputation and Customer Loyalty): H3 (“Hotel reputation significantly affects customer loyalty”) is not sufficiently supported in the current literature review. While the discussion addresses mediation (CSR → Reputation → Loyalty), it does not clearly establish the direct relationship between reputation and loyalty. To strengthen this section, please integrate studies that explicitly test the direct effect. This will allow for a more logical sequence: (i) establish the direct effect (H3) and then (ii) build the case for the mediation hypothesis (H4). 6. The discussion overemphasizes CSR outcomes and should clarify why customers value CSR, while distinguishing between attitudinal and behavioral loyalty to match the measurement model. The conclusion repeats prior points and could be condensed into clearer managerial takeaways, highlighting that CSR is framed as customer perception. Practical implications are relevant but too general; more actionable guidance (e.g., staff training, feedback-based CSR evaluation, aligning CSR initiatives with customer values) would strengthen the paper. 7. The study would benefit from recent citations from 2024 and 2025. 8. The title can be reframed to include the mediating role of hotel reputation. Is the work clearly and accurately presented and does it cite the current literature? Partly Is the study design appropriate and is the work technically sound? Yes Are sufficient details of methods and analysis provided to allow replication by others? Yes If applicable, is the statistical analysis and its interpretation appropriate? I cannot comment. A qualified statistician is required. Are all the source data underlying the results available to ensure full reproducibility? Yes Are the conclusions drawn adequately supported by the results? Partly Competing Interests: No competing interests were disclosed. Reviewer Expertise: Tourism, Hospitality, Aviation, Gender Studies, Marketing, AI in Tourism I confirm that I have read this submission and believe that I have an appropriate level of expertise to confirm that it is of an acceptable scientific standard, however I have significant reservations, as outlined above. Close READ LESS CITE CITE HOW TO CITE THIS REPORT Pandey U. Reviewer Report For: Does Corporate Social Responsibility Influence Customer Loyalty? Insights from the Hotel Industry [version 1; peer review: 3 approved, 1 approved with reservations] . F1000Research 2025, 14 :962 ( https://doi.org/10.5256/f1000research.186505.r417232 ) The direct URL for this report is: https://f1000research.com/articles/14-962/v1#referee-response-417232 NOTE: it is important to ensure the information in square brackets after the title is included in all citations of this article. COPY CITATION DETAILS Report a concern Respond or Comment COMMENT ON THIS REPORT Views 0 Cite How to cite this report: Mohanty P. Reviewer Report For: Does Corporate Social Responsibility Influence Customer Loyalty? Insights from the Hotel Industry [version 1; peer review: 3 approved, 1 approved with reservations] . F1000Research 2025, 14 :962 ( https://doi.org/10.5256/f1000research.186505.r417231 ) The direct URL for this report is: https://f1000research.com/articles/14-962/v1#referee-response-417231 NOTE: it is important to ensure the information in square brackets after the title is included in this citation. Close Copy Citation Details Reviewer Report 30 Sep 2025 Priyakrushna Mohanty , Christ University, Bengaluru, India Approved VIEWS 0 https://doi.org/10.5256/f1000research.186505.r417231 I have gone through the paper thoroughly and I am pretty much impressed with the work. There are, however, some statements that might require explanation or theoretical backing. This is not a mandate, but may be required for better positioning ... Continue reading READ ALL I have gone through the paper thoroughly and I am pretty much impressed with the work. There are, however, some statements that might require explanation or theoretical backing. This is not a mandate, but may be required for better positioning the paper. 1. The use of convenience sampling for the study needs to be justified. 2. Hotel reputation measured with only three items which may be difficult to operationalize. Authors may explain as to why there are only 3 measures selected. Other than that, everything looks fine. Is the work clearly and accurately presented and does it cite the current literature? Yes Is the study design appropriate and is the work technically sound? Yes Are sufficient details of methods and analysis provided to allow replication by others? Yes If applicable, is the statistical analysis and its interpretation appropriate? Yes Are all the source data underlying the results available to ensure full reproducibility? Yes Are the conclusions drawn adequately supported by the results? Yes Competing Interests: No competing interests were disclosed. Reviewer Expertise: Tourism, Hospitality, PLS-SEM I confirm that I have read this submission and believe that I have an appropriate level of expertise to confirm that it is of an acceptable scientific standard. Close READ LESS CITE CITE HOW TO CITE THIS REPORT Mohanty P. Reviewer Report For: Does Corporate Social Responsibility Influence Customer Loyalty? Insights from the Hotel Industry [version 1; peer review: 3 approved, 1 approved with reservations] . F1000Research 2025, 14 :962 ( https://doi.org/10.5256/f1000research.186505.r417231 ) The direct URL for this report is: https://f1000research.com/articles/14-962/v1#referee-response-417231 NOTE: it is important to ensure the information in square brackets after the title is included in all citations of this article. COPY CITATION DETAILS Report a concern Respond or Comment COMMENT ON THIS REPORT Comments on this article Comments (0) Version 1 VERSION 1 PUBLISHED 22 Sep 2025 ADD YOUR COMMENT Comment keyboard_arrow_left keyboard_arrow_right Open Peer Review Reviewer Status info_outline Alongside their report, reviewers assign a status to the article: Approved The paper is scientifically sound in its current form and only minor, if any, improvements are suggested Approved with reservations A number of small changes, sometimes more significant revisions are required to address specific details and improve the papers academic merit. Not approved Fundamental flaws in the paper seriously undermine the findings and conclusions Reviewer Reports Invited Reviewers 1 2 3 4 Version 1 22 Sep 25 read read read read Priyakrushna Mohanty , Christ University, Bengaluru, India Uma Pandey , Jagran Lakecity University, India, Bhopal, India Varinder Singh Rana , City University College of Ajman, Ajman, United Arab Emirates Oyelakin Idris Oyewale , INTI International University & Colleges, Nilai, Malaysia Comments on this article All Comments (0) Add a comment Sign up for content alerts Sign Up You are now signed up to receive this alert Browse by related subjects keyboard_arrow_left Back to all reports Reviewer Report 0 Views copyright © 2025 Oyewale O. This is an open access peer review report distributed under the terms of the Creative Commons Attribution License , which permits unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited. 08 Oct 2025 | for Version 1 Oyelakin Idris Oyewale , Business and Communication, INTI International University & Colleges, Nilai, Negeri Sembilan, Malaysia 0 Views copyright © 2025 Oyewale O. This is an open access peer review report distributed under the terms of the Creative Commons Attribution License , which permits unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited. format_quote Cite this report speaker_notes Responses (0) Approved info_outline Alongside their report, reviewers assign a status to the article: Approved The paper is scientifically sound in its current form and only minor, if any, improvements are suggested Approved with reservations A number of small changes, sometimes more significant revisions are required to address specific details and improve the papers academic merit. Not approved Fundamental flaws in the paper seriously undermine the findings and conclusions Title: The current title does not fully reflect the study framework. Since hotel reputation is a key variable in the research, it should be explicitly included in the title to align with the study’s conceptual model. Abstract The abstract contains repetition, particularly in the first and second sentences, both of which explain the study’s objective. It is advisable to retain the second sentence while revising it to include the research problem. This will establish a clear rationale and underscore the need for the study. The methodology section is absent. To enhance clarity and coherence, I recommend applying the POMES framework (Problem, Objective, Methodology, Expected Outcome, and Significance). This structure will ensure the abstract communicates the essence of the study effectively. Introduction The introduction provides a review of literature and identifies existing gaps. However, the research problem is not explicitly highlighted . To strengthen the rationale and demonstrate the urgency of the study, the research problem should be clearly articulated. Methodology The study employed a convenience sampling method, but no justification was provided for its use. A rationale should be included to demonstrate why this technique was appropriate and acceptable in the context of the research. The exclusion of 34 respondents from the dataset requires explanation. Clarifying the reasons for their removal will strengthen the credibility, authenticity, and reliability of the data analysis. Contribution The study highlights some practical contributions. However, policy recommendations are currently absent. Including actionable policy contributions would significantly enhance the practical relevance and impact of the study, particularly for decision-makers in the hospitality industry. Is the work clearly and accurately presented and does it cite the current literature? Yes Is the study design appropriate and is the work technically sound? Yes Are sufficient details of methods and analysis provided to allow replication by others? Partly If applicable, is the statistical analysis and its interpretation appropriate? Yes Are all the source data underlying the results available to ensure full reproducibility? Yes Are the conclusions drawn adequately supported by the results? Yes Competing Interests No competing interests were disclosed. Reviewer Expertise CSR I confirm that I have read this submission and believe that I have an appropriate level of expertise to confirm that it is of an acceptable scientific standard. reply Respond to this report Responses (0) Oyewale OI. Peer Review Report For: Does Corporate Social Responsibility Influence Customer Loyalty? Insights from the Hotel Industry [version 1; peer review: 3 approved, 1 approved with reservations] . F1000Research 2025, 14 :962 ( https://doi.org/10.5256/f1000research.186505.r417238) NOTE: it is important to ensure the information in square brackets after the title is included in this citation. The direct URL for this report is: https://f1000research.com/articles/14-962/v1#referee-response-417238 keyboard_arrow_left Back to all reports Reviewer Report 0 Views copyright © 2025 Rana V. This is an open access peer review report distributed under the terms of the Creative Commons Attribution License , which permits unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited. 06 Oct 2025 | for Version 1 Varinder Singh Rana , City University College of Ajman, Ajman, Ajman, United Arab Emirates 0 Views copyright © 2025 Rana V. This is an open access peer review report distributed under the terms of the Creative Commons Attribution License , which permits unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited. format_quote Cite this report speaker_notes Responses (0) Approved info_outline Alongside their report, reviewers assign a status to the article: Approved The paper is scientifically sound in its current form and only minor, if any, improvements are suggested Approved with reservations A number of small changes, sometimes more significant revisions are required to address specific details and improve the papers academic merit. Not approved Fundamental flaws in the paper seriously undermine the findings and conclusions This study makes a valuable contribution to the hospitality literature by exploring the link between corporate social responsibility (CSR), hotel reputation, and customer loyalty. The research is timely, well-structured, and supported by a robust methodology using PLS-SEM with an adequate sample size. Findings confirm that CSR and hotel reputation significantly enhance loyalty, with reputation serving as a partial mediator. The paper is clearly written, offers meaningful theoretical and practical implications, and highlights the strategic role of aligning CSR initiatives with reputation-building. However, the study would benefit from strengthening the literature review with recent sources and theoretical frameworks, providing more detail on measurement validity, and acknowledging sampling limitations. Addressing these points will further enhance its scientific soundness and impact. Is the work clearly and accurately presented and does it cite the current literature? Yes Is the study design appropriate and is the work technically sound? Yes Are sufficient details of methods and analysis provided to allow replication by others? Yes If applicable, is the statistical analysis and its interpretation appropriate? Yes Are all the source data underlying the results available to ensure full reproducibility? Yes Are the conclusions drawn adequately supported by the results? Yes Competing Interests No competing interests were disclosed. Reviewer Expertise Hospitality and Tourism, Events, Marketing I confirm that I have read this submission and believe that I have an appropriate level of expertise to confirm that it is of an acceptable scientific standard. reply Respond to this report Responses (0) Rana VS. Peer Review Report For: Does Corporate Social Responsibility Influence Customer Loyalty? Insights from the Hotel Industry [version 1; peer review: 3 approved, 1 approved with reservations] . F1000Research 2025, 14 :962 ( https://doi.org/10.5256/f1000research.186505.r417239) NOTE: it is important to ensure the information in square brackets after the title is included in this citation. The direct URL for this report is: https://f1000research.com/articles/14-962/v1#referee-response-417239 keyboard_arrow_left Back to all reports Reviewer Report 0 Views copyright © 2025 Pandey U. This is an open access peer review report distributed under the terms of the Creative Commons Attribution License , which permits unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited. 30 Sep 2025 | for Version 1 Uma Pandey , Jagran Lakecity University, India, Bhopal, India 0 Views copyright © 2025 Pandey U. This is an open access peer review report distributed under the terms of the Creative Commons Attribution License , which permits unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited. format_quote Cite this report speaker_notes Responses (0) Approved With Reservations info_outline Alongside their report, reviewers assign a status to the article: Approved The paper is scientifically sound in its current form and only minor, if any, improvements are suggested Approved with reservations A number of small changes, sometimes more significant revisions are required to address specific details and improve the papers academic merit. Not approved Fundamental flaws in the paper seriously undermine the findings and conclusions 1. At present, a few sections (e.g., Introduction, Literature Review, and some reference titles) use “consumer.” For clarity and alignment with your research objectives, I recommend standardizing terminology so that “customer” is used consistently. This will avoid confusion for readers and strengthen the focus of your argument on hotel customers rather than the broader concept of consumers. 2. The abbreviation “CL” is used to represent Customer Loyalty throughout the paper, but it is never formally introduced at first mention. For clarity and consistency, the authors should define all abbreviations (CSR, HR, CL) when they first appear and ensure uniform usage across the text, tables, and figures. 3. Section 2.1 (CSR and Customer Loyalty): The review discusses how CSR practices influence customer loyalty. However, the hypothesis (H1) is formulated around customer perception of CSR. This creates a conceptual gap, as the supporting literature largely emphasizes CSR practices rather than perceptions. To address this, I suggest either: (a) Adjusting the wording of H1 to align with the CSR practice-focused literature, or (b) Expanding the literature review with studies that specifically examine perceived CSR and its effect on loyalty. This adjustment would ensure the hypothesis is firmly grounded in prior research. 4. Section 2.2 (CSR and Hotel Reputation): A similar issue arises with H2, where the cited studies demonstrate how CSR initiatives influence reputation, but the hypothesis is framed around customer perception of CSR. To improve coherence, the authors should either: (a) Reframe H2 to emphasize CSR practices, or (b) Incorporate literature explicitly linking perceived CSR to hotel reputation. In addition, clarifying early on that CSR is conceptualized in this study as customer perception would resolve potential confusion. 5. Section 2.3 (Hotel Reputation and Customer Loyalty): H3 (“Hotel reputation significantly affects customer loyalty”) is not sufficiently supported in the current literature review. While the discussion addresses mediation (CSR → Reputation → Loyalty), it does not clearly establish the direct relationship between reputation and loyalty. To strengthen this section, please integrate studies that explicitly test the direct effect. This will allow for a more logical sequence: (i) establish the direct effect (H3) and then (ii) build the case for the mediation hypothesis (H4). 6. The discussion overemphasizes CSR outcomes and should clarify why customers value CSR, while distinguishing between attitudinal and behavioral loyalty to match the measurement model. The conclusion repeats prior points and could be condensed into clearer managerial takeaways, highlighting that CSR is framed as customer perception. Practical implications are relevant but too general; more actionable guidance (e.g., staff training, feedback-based CSR evaluation, aligning CSR initiatives with customer values) would strengthen the paper. 7. The study would benefit from recent citations from 2024 and 2025. 8. The title can be reframed to include the mediating role of hotel reputation. Is the work clearly and accurately presented and does it cite the current literature? Partly Is the study design appropriate and is the work technically sound? Yes Are sufficient details of methods and analysis provided to allow replication by others? Yes If applicable, is the statistical analysis and its interpretation appropriate? I cannot comment. A qualified statistician is required. Are all the source data underlying the results available to ensure full reproducibility? Yes Are the conclusions drawn adequately supported by the results? Partly Competing Interests No competing interests were disclosed. Reviewer Expertise Tourism, Hospitality, Aviation, Gender Studies, Marketing, AI in Tourism I confirm that I have read this submission and believe that I have an appropriate level of expertise to confirm that it is of an acceptable scientific standard, however I have significant reservations, as outlined above. reply Respond to this report Responses (0) Pandey U. Peer Review Report For: Does Corporate Social Responsibility Influence Customer Loyalty? Insights from the Hotel Industry [version 1; peer review: 3 approved, 1 approved with reservations] . F1000Research 2025, 14 :962 ( https://doi.org/10.5256/f1000research.186505.r417232) NOTE: it is important to ensure the information in square brackets after the title is included in this citation. The direct URL for this report is: https://f1000research.com/articles/14-962/v1#referee-response-417232 keyboard_arrow_left Back to all reports Reviewer Report 0 Views copyright © 2025 Mohanty P. This is an open access peer review report distributed under the terms of the Creative Commons Attribution License , which permits unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited. 30 Sep 2025 | for Version 1 Priyakrushna Mohanty , Christ University, Bengaluru, India 0 Views copyright © 2025 Mohanty P. This is an open access peer review report distributed under the terms of the Creative Commons Attribution License , which permits unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited. format_quote Cite this report speaker_notes Responses (0) Approved info_outline Alongside their report, reviewers assign a status to the article: Approved The paper is scientifically sound in its current form and only minor, if any, improvements are suggested Approved with reservations A number of small changes, sometimes more significant revisions are required to address specific details and improve the papers academic merit. Not approved Fundamental flaws in the paper seriously undermine the findings and conclusions I have gone through the paper thoroughly and I am pretty much impressed with the work. There are, however, some statements that might require explanation or theoretical backing. This is not a mandate, but may be required for better positioning the paper. 1. The use of convenience sampling for the study needs to be justified. 2. Hotel reputation measured with only three items which may be difficult to operationalize. Authors may explain as to why there are only 3 measures selected. Other than that, everything looks fine. Is the work clearly and accurately presented and does it cite the current literature? Yes Is the study design appropriate and is the work technically sound? Yes Are sufficient details of methods and analysis provided to allow replication by others? Yes If applicable, is the statistical analysis and its interpretation appropriate? Yes Are all the source data underlying the results available to ensure full reproducibility? Yes Are the conclusions drawn adequately supported by the results? Yes Competing Interests No competing interests were disclosed. Reviewer Expertise Tourism, Hospitality, PLS-SEM I confirm that I have read this submission and believe that I have an appropriate level of expertise to confirm that it is of an acceptable scientific standard. reply Respond to this report Responses (0) Mohanty P. Peer Review Report For: Does Corporate Social Responsibility Influence Customer Loyalty? Insights from the Hotel Industry [version 1; peer review: 3 approved, 1 approved with reservations] . F1000Research 2025, 14 :962 ( https://doi.org/10.5256/f1000research.186505.r417231) NOTE: it is important to ensure the information in square brackets after the title is included in this citation. The direct URL for this report is: https://f1000research.com/articles/14-962/v1#referee-response-417231 Alongside their report, reviewers assign a status to the article: Approved - the paper is scientifically sound in its current form and only minor, if any, improvements are suggested Approved with reservations - A number of small changes, sometimes more significant revisions are required to address specific details and improve the papers academic merit. Not approved - fundamental flaws in the paper seriously undermine the findings and conclusions Adjust parameters to alter display View on desktop for interactive features Includes Interactive Elements View on desktop for interactive features Competing Interests Policy Provide sufficient details of any financial or non-financial competing interests to enable users to assess whether your comments might lead a reasonable person to question your impartiality. Consider the following examples, but note that this is not an exhaustive list: Examples of 'Non-Financial Competing Interests' Within the past 4 years, you have held joint grants, published or collaborated with any of the authors of the selected paper. You have a close personal relationship (e.g. parent, spouse, sibling, or domestic partner) with any of the authors. You are a close professional associate of any of the authors (e.g. scientific mentor, recent student). You work at the same institute as any of the authors. You hope/expect to benefit (e.g. favour or employment) as a result of your submission. You are an Editor for the journal in which the article is published. Examples of 'Financial Competing Interests' You expect to receive, or in the past 4 years have received, any of the following from any commercial organisation that may gain financially from your submission: a salary, fees, funding, reimbursements. You expect to receive, or in the past 4 years have received, shared grant support or other funding with any of the authors. You hold, or are currently applying for, any patents or significant stocks/shares relating to the subject matter of the paper you are commenting on. Stay Updated Sign up for content alerts and receive a weekly or monthly email with all newly published articles Register with F1000Research Already registered? Sign in Not now, thanks close PLEASE NOTE If you are an AUTHOR of this article, please check that you signed in with the account associated with this article otherwise we cannot automatically identify your role as an author and your comment will be labelled as a “User Comment”. If you are a REVIEWER of this article, please check that you have signed in with the account associated with this article and then go to your account to submit your report, please do not post your review here. If you do not have access to your original account, please contact us . All commenters must hold a formal affiliation as per our Policies . The information that you give us will be displayed next to your comment. User comments must be in English, comprehensible and relevant to the article under discussion. We reserve the right to remove any comments that we consider to be inappropriate, offensive or otherwise in breach of the User Comment Terms and Conditions . Commenters must not use a comment for personal attacks. When criticisms of the article are based on unpublished data, the data should be made available. I accept the User Comment Terms and Conditions Please confirm that you accept the User Comment Terms and Conditions. Affiliation ✕ refresh Please enter your institution. Note: To add your institution or organisation, start typing the name and then select the correct name from the list. Where applicable, the name will appear in both the original language and in English. Do not paste in the name. If the name does not appear in the drop-down list, we will display the information you have entered. ✕ refresh Country/Region * USA UK Canada China France Germany Afghanistan Aland Islands Albania Algeria American Samoa Andorra Angola Anguilla Antarctica Antigua and Barbuda Argentina Armenia Aruba Australia Austria Azerbaijan Bahamas Bahrain Bangladesh Barbados Belarus Belgium Belize Benin Bermuda Bhutan Bolivia Bosnia and Herzegovina Botswana Bouvet Island Brazil British Indian Ocean Territory British Virgin Islands Brunei Bulgaria Burkina Faso Burundi Cambodia Cameroon Canada Cape Verde Cayman Islands Central African Republic Chad Chile China Christmas Island Cocos (Keeling) Islands Colombia Comoros Congo Cook Islands Costa Rica Cote d'Ivoire Croatia Cuba Cyprus Czech Republic Democratic Republic of the Congo Denmark Djibouti Dominica Dominican Republic Ecuador Egypt El Salvador Equatorial Guinea Eritrea Estonia Ethiopia Falkland Islands Faroe Islands Federated States of Micronesia Fiji Finland France French Guiana French Polynesia French Southern Territories Gabon Georgia Germany Ghana Gibraltar Greece Greenland Grenada Guadeloupe Guam Guatemala Guernsey Guinea Guinea-Bissau Guyana Haiti Heard Island and Mcdonald Islands Holy See (Vatican City State) Honduras Hong Kong Hungary Iceland India Indonesia Iran Iraq Ireland Israel Italy Jamaica Japan Jersey Jordan Kazakhstan Kenya Kiribati Kosovo (Serbia and Montenegro) Kuwait Kyrgyzstan Lao People's Democratic Republic Latvia Lebanon Lesotho Liberia Libya Liechtenstein Lithuania Luxembourg Macao Madagascar Malawi Malaysia Maldives Mali Malta Marshall Islands Martinique Mauritania Mauritius Mayotte Mexico Minor Outlying Islands of the United States Moldova Monaco Mongolia Montenegro Montserrat Morocco Mozambique Myanmar Namibia Nauru Nepal Netherlands Antilles New Caledonia New Zealand Nicaragua Niger Nigeria Niue Norfolk Island North Korea North Macedonia Northern Mariana Islands Norway Oman Pakistan Palau Palestinian Territory Panama Papua New Guinea Paraguay Peru Philippines Pitcairn Poland Portugal Puerto Rico Qatar Reunion Romania Russian Federation Rwanda Saint Helena Saint Kitts and Nevis Saint Lucia Saint Pierre and Miquelon Saint Vincent and the Grenadines Samoa San Marino Sao Tome and Principe Saudi Arabia Senegal Serbia Seychelles Sierra Leone Singapore Slovakia Slovenia Solomon Islands Somalia South Africa South Georgia and the South Sandwich Is South Korea South Sudan Spain Sri Lanka Sudan Suriname Svalbard and Jan Mayen Swaziland Sweden Switzerland Syria Taiwan Tajikistan Tanzania Thailand The Gambia The Netherlands Timor-Leste Togo Tokelau Tonga Trinidad and Tobago Tunisia Turkey Turkmenistan Turks and Caicos Islands Tuvalu UK USA Uganda Ukraine United Arab Emirates United States Virgin Islands Uruguay Uzbekistan Vanuatu Venezuela Vietnam Wallis and Futuna West Bank and Gaza Strip Western Sahara Yemen Zambia Zimbabwe Please select your country/region. You must enter a comment. Competing Interests Please disclose any competing interests that might be construed to influence your judgment of the article's or peer review report's validity or importance. Competing Interests Policy Provide sufficient details of any financial or non-financial competing interests to enable users to assess whether your comments might lead a reasonable person to question your impartiality. Consider the following examples, but note that this is not an exhaustive list: Examples of 'Non-Financial Competing Interests' Within the past 4 years, you have held joint grants, published or collaborated with any of the authors of the selected paper. You have a close personal relationship (e.g. parent, spouse, sibling, or domestic partner) with any of the authors. You are a close professional associate of any of the authors (e.g. scientific mentor, recent student). You work at the same institute as any of the authors. You hope/expect to benefit (e.g. favour or employment) as a result of your submission. You are an Editor for the journal in which the article is published. Examples of 'Financial Competing Interests' You expect to receive, or in the past 4 years have received, any of the following from any commercial organisation that may gain financially from your submission: a salary, fees, funding, reimbursements. You expect to receive, or in the past 4 years have received, shared grant support or other funding with any of the authors. You hold, or are currently applying for, any patents or significant stocks/shares relating to the subject matter of the paper you are commenting on. Please state your competing interests The comment has been saved. An error has occurred. Please try again. Cancel Post var lTitle = "Does Corporate Social Responsibility Influence...".replace("'", ''); var linkedInUrl = "http://www.linkedin.com/shareArticle?url=https://f1000research.com/articles/14-962/v1" + "&title=" + encodeURIComponent(lTitle) + "&summary=" + encodeURIComponent('Read the article by '); var deliciousUrl = "https://del.icio.us/post?url=https://f1000research.com/articles/14-962/v1&title=" + encodeURIComponent(lTitle); var redditUrl = "http://reddit.com/submit?url=https://f1000research.com/articles/14-962/v1" + "&title=" + encodeURIComponent(lTitle); linkedInUrl += encodeURIComponent('Kumar Singh A et al.'); var offsetTop = /chrome/i.test( navigator.userAgent ) ? 4 : -10; var addthis_config = { ui_offset_top: offsetTop, services_compact : "facebook,twitter,www.linkedin.com,www.mendeley.com,reddit.com", services_expanded : "facebook,twitter,www.linkedin.com,www.mendeley.com,reddit.com", services_custom : [ { name: "LinkedIn", url: linkedInUrl, icon:"/img/icon/at_linkedin.svg" }, { name: "Mendeley", url: "http://www.mendeley.com/import/?url=https://f1000research.com/articles/14-962/v1/mendeley", icon:"/img/icon/at_mendeley.svg" }, { name: "Reddit", url: redditUrl, icon:"/img/icon/at_reddit.svg" }, ] }; var addthis_share = { url: "https://f1000research.com/articles/14-962", templates : { twitter : "Does Corporate Social Responsibility Influence Customer Loyalty?.... Kumar Singh A et al., published by " + "@F1000Research" + ", https://f1000research.com/articles/14-962/v1" } }; if (typeof(addthis) != "undefined"){ addthis.addEventListener('addthis.ready', checkCount); addthis.addEventListener('addthis.menu.share', checkCount); } $(".f1r-shares-twitter").attr("href", "https://twitter.com/intent/tweet?text=" + addthis_share.templates.twitter); $(".f1r-shares-facebook").attr("href", "https://www.facebook.com/sharer/sharer.php?u=" + addthis_share.url); $(".f1r-shares-linkedin").attr("href", addthis_config.services_custom[0].url); $(".f1r-shares-reddit").attr("href", addthis_config.services_custom[2].url); $(".f1r-shares-mendelay").attr("href", addthis_config.services_custom[1].url); function checkCount(){ setTimeout(function(){ $(".addthis_button_expanded").each(function(){ var count = $(this).text(); if (count !== "" && count != "0") $(this).removeClass("is-hidden"); else $(this).addClass("is-hidden"); }); }, 1000); } close How to cite this report {{reportCitation}} Cancel Copy Citation Details $(function(){R.ui.buttonDropdowns('.dropdown-for-downloads');}); $(function(){R.ui.toolbarDropdowns('.toolbar-dropdown-for-downloads');}); $.get("/articles/acj/169211/186505") new F1000.Clipboard(); new F1000.ThesaurusTermsDisplay("articles", "article", "186505"); $(document).ready(function() { $( "#frame1" ).on('load', function() { var mydiv = $(this).contents().find("div"); var h = mydiv.height(); console.log(h) }); var tooltipLivingFigure = jQuery(".interactive-living-figure-label .icon-more-info"), titleLivingFigure = tooltipLivingFigure.attr("title"); tooltipLivingFigure.simpletip({ fixed: true, position: ["-115", "30"], baseClass: 'small-tooltip', content:titleLivingFigure + " " }); tooltipLivingFigure.removeAttr("title"); $("body").on("click", ".cite-living-figure", function(e) { e.preventDefault(); var ref = $(this).attr("data-ref"); $(this).closest(".living-figure-list-container").find("#" + ref).fadeIn(200); }); $("body").on("click", ".close-cite-living-figure", function(e) { e.preventDefault(); $(this).closest(".popup-window-wrapper").fadeOut(200); }); $(document).on("mouseup", function(e) { var metricsContainer = $(".article-metrics-popover-wrapper"); if (!metricsContainer.is(e.target) && metricsContainer.has(e.target).length === 0) { $(".article-metrics-close-button").click(); } }); var articleId = $('#articleId').val(); if($("#main-article-count-box").attachArticleMetrics) { $("#main-article-count-box").attachArticleMetrics(articleId, { articleMetricsView: true }); } }); var figshareWidget = $(".new_figshare_widget"); if (figshareWidget.length > 0) { window.figshare.load("f1000", function(Widget) { // Select a tag/tags defined in your page. In this tag we will place the widget. _.map(figshareWidget, function(el){ var widget = new Widget({ articleId: $(el).attr("figshare_articleId") //height:300 // this is the height of the viewer part. [Default: 550] }); widget.initialize(); // initialize the widget widget.mount(el); // mount it in a tag that's on your page // this will save the widget on the global scope for later use from // your JS scripts. This line is optional. //window.widget = widget; }); }); } close Error Close Add Reset F1000.MICROSERVICES.AFFILIATION = ''; $(document).ready(function () { $('.js-affiliations-form').each((index, form) => { new AffiliationForm({ formId: form.id, institutionErrorSelector: '.comment-enter-institution', departmentErrorSelector: '.comment-enter-department', placeSelector: '.js-add-comment-place', stateSelector: '.js-add-comment-state', zipCodeSelector: '.js-add-comment-zipcode', countrySelector: '.js-add-comment-country', countryErrorSelector: '.comment-enter-country', }); }); }); $(document).ready(function () { var reportIds = { "417238": 18, "417239": 10, "417236": 0, "417237": 0, "417234": 0, "417235": 0, "417232": 12, "417233": 0, "417230": 0, "417231": 12, }; $(".referee-response-container,.js-referee-report").each(function(index, el) { var reportId = $(el).attr("data-reportid"), reportCount = reportIds[reportId] || 0; $(el).find(".comments-count-container,.js-referee-report-views").html(reportCount); }); var uuidInput = $("#article_uuid"), oldUUId = uuidInput.val(), newUUId = "8771b6ff-4ec3-47df-87da-177d34ea524a"; uuidInput.val(newUUId); $("a[href*='article_uuid=']").each(function(index, el) { var newHref = $(el).attr("href").replace(oldUUId, newUUId); $(el).attr("href", newHref); }); }); An innovative open access publishing platform offering rapid publication and open peer review, whilst supporting data deposition and sharing. Browse Gateways Collections How it Works Contact For Developers Cookie Notice Privacy Notice RSS Submit Your Research Follow us © 2012-2026 F1000 Research Ltd. ISSN 2046-1402 | Legal | Partner of Research4Life • CrossRef • ORCID • FAIRSharing R.templateTests.simpleTemplate = R.template(' $text $text $text $text $text '); R.templateTests.runTests(); var F1000platform = new F1000.Platform({ name: "f1000research", displayName: "F1000Research", hostName: "f1000research.com", id: "1", editorialEmail: "[email protected]", infoEmail: "[email protected]", usePmcStats: true }); $(function(){R.ui.dropdowns('.dropdown-for-authors, .dropdown-for-about, .dropdown-for-myresearch');}); // $(function(){R.ui.dropdowns('.dropdown-for-referees');}); $(document).ready(function () { if ($(".cookie-warning").is(":visible")) { $(".sticky").css("margin-bottom", "35px"); $(".devices").addClass("devices-and-cookie-warning"); } $(".cookie-warning .close-button").click(function (e) { $(".devices").removeClass("devices-and-cookie-warning"); $(".sticky").css("margin-bottom", "0"); }); $("#tweeter-feed .tweet-message").each(function (i, message) { var self = $(message); self.html(linkify(self.html())); }); $(".partner").on("mouseenter mouseleave", function() { $(this).find(".gray-scale, .colour").toggleClass("is-hidden"); }); }); Sign In Remember me Forgotten your password? Sign In Cancel Email or password not correct. Please try again Please wait... $(function(){ // Note: All the setup needs to run against a name attribute and *not* the id due the clonish // nature of facebox... $("a[id=googleSignInButton]").click(function(event){ event.preventDefault(); $("input[id=oAuthSystem]").val("GOOGLE"); $("form[id=oAuthForm]").submit(); }); $("a[id=facebookSignInButton]").click(function(event){ event.preventDefault(); $("input[id=oAuthSystem]").val("FACEBOOK"); $("form[id=oAuthForm]").submit(); }); $("a[id=orcidSignInButton]").click(function(event){ event.preventDefault(); $("input[id=oAuthSystem]").val("ORCID"); $("form[id=oAuthForm]").submit(); }); }); If you've forgotten your password, please enter your email address below and we'll send you instructions on how to reset your password. The email address should be the one you originally registered with F1000. Email address not valid, please try again You registered with F1000 via Google, so we cannot reset your password. To sign in, please click here . If you still need help with your Google account password, please click here . You registered with F1000 via Facebook, so we cannot reset your password. To sign in, please click here . If you still need help with your Facebook account password, please click here . Code not correct, please try again Reset password Cancel Email us for further assistance. Server error, please try again. If your email address is registered with us, we will email you instructions to reset your password. If you think you should have received this email but it has not arrived, please check your spam filters and/or contact for further assistance. Please wait... Register $(document).ready(function () { signIn.createSignInAsRow($("#sign-in-form-gfb-popup")); $(".target-field").each(function () { var uris = $(this).val().split("/"); if (uris.pop() === "login") { $(this).val(uris.toString().replace(",","/")); } }); });