When responsibility fails

Understanding customer responses to corporate digital responsibility in the hospitality and tourism industry

Bibliographic Data

ID21699141
AuthorsJing Yu (0000-0002-0142-6391, Macau University of Science and Technology), Houcai Wang (0000-0003-1671-6479, Shanghai University, corresponding author)
Year2025
Pages1-19
Publication date2025-10-10
Open AccessNo
TypeARTICLE
VenueCurrent Issues in Tourism (JOURNAL)
Journal identifiersISSN: 1368-3500 • E-ISSN: 1747-7603
PublisherInforma UK Limited (PUBLISHER • GB)
DOI10.1080/13683500.2025.2571437
OpenAlexW4415059338
LanguageEN
References cited111

This research explores Corporate Digital Responsibility (CDR) from the customer perspective in tourism and hospitality, focusing on privacy, ethical, and fairness challenges in digital transformation. Using a mixed-methods approach, qualitative interviews reveal customer concerns about CDR practices, such as decision deprivation from recommendation algorithms and perceived unfairness in automated services. Subsequently, a quantitative analysis of 406 experienced customers validates these concerns and assesses their impact on digital service trust and brand perception. The findings emphasise that inappropriate CDR practices undermine customer trust, highlighting the need for tourism and hospitality managers to prioritise privacy, address algorithm biases, and ensure fairness in automated services to strengthen brand reputation and customer relationships. This research addresses a critical gap in CDR understanding, advancing the CDR framework and supporting ethical digital transformation in the industry

Corporate social responsibility · Customer Relationship Management · E-commerce · Hospitality · Hospitality industry · Stakeholder · Tourism · Tourist industry · Consumer Behavior in Brand Consumption and Identification · Digital Marketing and Social Media · Technology Adoption and User Behaviour

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