The effect of corporate social responsibility in tourism businesses on employees' trust in the organisation, job satisfaction and openness to organisational change: A five-star hotel business example

The present study investigated the effect of corporate social responsibility in tourism businesses on employees' organisational trust, job satisfaction, and openness to organisational change. A five-star hotel business located in Bursa was selected as the research area to determine this effect, using appropriate sampling method. The present study employed a convergent mixed-method design. A form containing scales for corporate social responsibility, organisational trust, job satisfaction, and openness to organisational change, along with three interview questions, was administered to the employees. The data were analysed using SPSS Statistics 27 and MAXQDA 2020 software. The findings of the study demonstrated that corporate social responsibility in the hotel industry exerted a positive and significant influence on employees' trust in the organisation and job satisfaction. However, the impact on their openness to organisational change was not found to be statistically significant. The analysis of the research data indicates that the interaction between education and job position significantly differentiates organisational trust values. Furthermore, the interaction between gender and job position significantly differentiates job satisfaction values. Finally, the interaction between length of service in the hotel and length of service in the sector significantly differentiates job satisfaction values. In addition to these benefits, based on the literature review conducted in the study, it can be said that corporate social responsibility practices may be important for hotel businesses in order to create a competitive advantage, increase guest satisfaction, trust, and loyalty, ensure that the institution adopts ethical behavior, improve the institution's image, brand, and financial performance, increase market share, gain superiority in the market, and, above all, support a business world that is more in line with ethical principles.