This research presents an evaluation model for the communication of stakeholder engagement (SE) process, a relevant aspect able to enhance firms’ social legitimacy and reputation. Stakeholder involvement is a main component in the CSR activities of companies. Drawing on academic literature, international standards and guidelines on SE, a scoring model was created, with the aim to verify companies’ attention to the SE communication process. To test the scoring model, a thematic content analysis was conducted on international hotel companies’ sustainability reports that were published in 2017 in adherence to the GRI (2016), as well as on their websites. The results show a greater use of sustainability reports for the communication of the SE. The study confirms that large companies are more attention to stakeholder engagement. Hotels inform their stakeholders, but are not ready for their involvement. The research offers a contribution to improve the management of relations with stakeholders and their involvement in the value co-creation. The study highlight the areas that can be strengthened to improve the SE activities and their communication.
STAKEHOLDER ENGAGEMENT IN THE HOSPITALITY INDUSTRY: AN ANALYSIS OF COMMUNICATION IN SMES AND LARGE HOTELS
Iazzi Antonio
;Maizza Amedeo;Cavallo Federica
2020-01-01
Abstract
This research presents an evaluation model for the communication of stakeholder engagement (SE) process, a relevant aspect able to enhance firms’ social legitimacy and reputation. Stakeholder involvement is a main component in the CSR activities of companies. Drawing on academic literature, international standards and guidelines on SE, a scoring model was created, with the aim to verify companies’ attention to the SE communication process. To test the scoring model, a thematic content analysis was conducted on international hotel companies’ sustainability reports that were published in 2017 in adherence to the GRI (2016), as well as on their websites. The results show a greater use of sustainability reports for the communication of the SE. The study confirms that large companies are more attention to stakeholder engagement. Hotels inform their stakeholders, but are not ready for their involvement. The research offers a contribution to improve the management of relations with stakeholders and their involvement in the value co-creation. The study highlight the areas that can be strengthened to improve the SE activities and their communication.I documenti in IRIS sono protetti da copyright e tutti i diritti sono riservati, salvo diversa indicazione.
