An application of Delphi method and analytic hierarchy process in understanding hotel corporate social responsibility performance scale

This study aims to identify the essential indicators of hotel Corporate Social Responsibility (CSR) performance measurement with a standardized and composite CSR performance measurement index for the hotel industry. Employing both Delphi and Analytic Hierarchy Process (AHP) methods, three stakeholder groups are surveyed: academicians; hotel managers; and, hotel customers. Results reveal that three traditional CSR domains (legal, ethical, and social/philanthropic) are primary contributors to CSR performance, followed by two new environmental domains (room and restaurant; other general areas), and financial/economic domains as secondary contributors. This study shows the high level of consistency in the responses from stakeholder groups, supporting the effectiveness of the scale as a valuable tool to measure hotel CSR performance. Notably, domain weighted scores do differ slightly by respondent characteristic, indicating that the impacts of CSR are sensitive to respondent diversity.