CSR Activities of Tunisian Eco-Labeled Hotels

Abstract

The purpose of this study is to compare the CSR content on hotel websites and in guest reviews. Our research results outline the difference between the CSR activity hotels and the real consumer experience, so called value-action gap (VAG). The survey was conducted on the five hotels in Tunisia that obtained Tunisian Eco-Label. Through content analysis, we reviewed information on CSR available on hotel websites, and reviewed a total of 4017 French and 7029 English reviews on TripAdvisor, of which 166 guest comments reflect CSR activity. The results of the research have shown that hotels inform guests on their websites of their CSR activities in varying degrees of detail. The comments were mainly positive in the CSR categories, but not all CSR topics were included. Two Value- action Gaps (VAG1, VAG2) were identified. The results of this research can greatly contribute to building CSR strategy for hotels