Building employee loyalty through trust: The Internal CSR role in Hospitality and Tourism context.

Abstract

Purpose: This paper critically investigates how Internal Corporate Social Responsibility (I-CSR) influences the Employee-Employer Relationship (EER), employee trust, and loyalty in hospitality and tourism (H&T) context. Design/Methodology/Approach: Extensive secondary research was conducted in generic Corporate Social Responsibility (CSR) and Social Sustainability studies from a Human Resources Management perspective, as well as studies focused on CSR, EER, Trust and Loyalty applied in H&T industry context. Findings: The paper provides insights into the mechanism through which employee trust is created and maintained in H&T organisations. It is suggested that the adoption of I-CSR practices in H&T organisations has a profound impact on the EER. It is argued that a strong EER is built on trust, viewed as a key component of creating an inclusive and positive work environment. This, in turn, increases job satisfaction and contributes to employee loyalty and eventually retention. Originality of the research: This in-depth literature review is the first of its kind in the context of the Hospitality and Tourism industry, providing valuable insights into the importance of I-CSR on the EER and the creation of employee loyalty through trust.