관광숙박업에서의 ESG 경영이 고객장기지향성과 고객시민행동에 미치는 영향관계 분석

A Study on the Relationship between ESG Management in Hotel Companies and Customer Long-Term Orientation and Customer Citizenship Behavior

This study reviews, considering the characteristics of the hotel industry, the relationship between shared value creation, customer civic behavior, and customer long-term orientation was identified. First, it was analyzed to have a statistically significant positive (+) effect on the formation of positive customer citizenship behavior through the creation of shared values by hotel companies. Second, it was found that the long-term orientation of customers was enhanced through shared value creation activities of hotel companies. Finally, as a result of verifying the mediating effect of customer citizenship behavior between the shared value creation of hotel companies and long-term customer orientation, which is the core of this paper, it was found to have a partial mediating effect. This paper analyzed the relationship between shared value creation and long-term customer orientation in hotel companies, and presented customer citizenship behavior as a parameter in the relationship between shared value creation and customer long-term orientation. I was trying to build a model.