MASTER'S THESIS INFORMATION

1. Student's name: Nguyen Trung Hieu

2. Gender: Male

3. Date of birth: August 14, 2001

4. Place of birth: Hanoi

5. Decision to recognize student number:5626/QD-XHNV dated December 29, 2023of the Rector of the University of Social Sciences and Humanities, Vietnam National University, Hanoi.

6. Changes in the training process:

7. Thesis topic: Implementing social responsibility in 5-star hotel business: Stakeholder approach

8. Major: Tourism; Code: 8810101.01

9. Scientific instructor:

Dr. Vu Nam, Faculty of Tourism and Hospitality, National Economics University.

Dr. Bui Nhat Quynh, Faculty of Tourism Studies, University of Social Sciences and Humanities, Vietnam National University, Hanoi.

10. Summary of thesis results:

The thesis "Implementing social responsibility in 5-star hotel business: Stakeholder approach" has focused on systematizing theoretical issues related to corporate social responsibility in the hotel sector, summarizing typical works on corporate social responsibility in general, in tourism and hotel business in particular, and analyzing the role of stakeholders in implementing social responsibility. In addition, the thesis has clarified the core concepts of social responsibility, characteristics and content of social responsibility in hotel business, as well as the role of stakeholders in forming and implementing social responsibility. In particular, the model of classifying stakeholders according to three attributes of power, legitimacy and urgency (Mitchell, 1997) and the model of determining the potential for cooperation and threat of stakeholders (Savage, 1991) are considered important theoretical frameworks for research, analysis and evaluation in the topic.

The research method used in the thesis is a qualitative research method through semi-structured interviews. The interviewee groups include hotel managers, partner businesses, state management agencies, hotel staff, professional social organizations, customers, local communities and competitors. The selection of these groups aims to comprehensively reflect the roles, expectations and level of influence of stakeholders on the implementation of social responsibility in 5-star hotel business. The research area is determined in Hanoi - the capital, the political, economic and cultural center of the country, and at the same time one of the largest tourist destinations in Vietnam with the strong development of the luxury hotel system. In addition, the thesis also clearly states the process of processing and analyzing data using Nvivo software, contributing to ensuring scientific, objective and systematic nature in the research process.

The empirical research results are based on the analysis of stakeholder interviews, thereby clearly identifying the power attributes, legitimacy and urgency level of each group according to the Mitchell model (1997). The results show that hotel management, State management agencies and customers are highly prominent stakeholders, playing a central role in influencing the implementation of social responsibility at 5-star hotels. Meanwhile, groups such as local communities, employees or professional social organizations show a more limited level of influence, mainly through legitimacy or professional reputation. The model shows the level of threat and cooperation of stakeholders to help managers minimize risks from all stakeholder groups.

In addition, based on Savage's (1991) classification framework, the study also pointed out the level of support and pressure from stakeholders, thereby dividing them into four groups: support groups (hotel management, employees, partner businesses), neutral groups (local communities, professional social organizations), mixed groups (state management agencies, customers) and antagonistic groups (competitors). This result contributes to clarifying the overall picture of the position, role and influence of each group of subjects in promoting or hindering the implementation of CSR.

The thesis focuses on discussing the research results based on two main theoretical models: Mitchell's stakeholder classification model (1997) and Savage's stakeholder grouping model (1991). Through comparison and analysis, the study confirms the suitability of these models in explaining the characteristics, level of influence and multidimensional interactions between stakeholders in the process of implementing social responsibility in 5-star hotel business in Hanoi.

From theoretical and empirical analysis, the thesis has proposed a number of suggested solutions to improve the effectiveness of CSR implementation in the hotel industry, including: increasing the participation of key stakeholders, establishing dialogue and cooperation mechanisms, improving transparency in CSR governance, and focusing on community activities and sustainable development. These solutions not only help hotels strengthen their competitiveness, but also contribute to enhancing their image, reputation and long-term engagement with customers and local communities.

 11. Practical application:

The research results on implementing social responsibility according to the stakeholder approach at 5-star hotels provide an important scientific basis for hotel managers to build CSR strategies suitable for the practical operating context. Through identifying the attributes: power, legitimacy and urgency of each stakeholder group, managers can identify important stakeholders, have solutions for each stakeholder group, thereby designing and adjusting CSR programs in an effective, practical and suitable direction for actual needs. This helps to optimize resources, avoid implementing CSR in a trendy way, and at the same time improve the effectiveness of interactions between hotels and key interest groups.

In addition, the study contributes to supporting 5-star hotels in improving the quality of relationships with stakeholders, especially staff and customers - those who have a direct impact on the reputation, service quality and competitiveness of the hotel. Applying the solutions proposed from the study helps hotels build a humane and sustainable working environment, thereby increasing the level of satisfaction and engagement of employees. At the same time, customer-oriented CSR policies will help improve the accommodation experience, strengthen brand reputation and maintain customer loyalty.

12. Further research directions:

Based on the results and limitations identified, future research could expand the scope of the survey to include more hotel groups, including 4-star hotels or small-scale accommodation establishments. Comparing these segments would help clarify the differences in the way social responsibility is implemented and the level of interaction with stakeholders, thereby improving the generalizability of the research results.

In addition, further studies can add quantitative methods to test hypotheses related to the level of influence of stakeholders on the implementation of social responsibility. The combination of mixed methods will help increase the reliability of the results, while creating conditions for more specific assessment of the relationship between factors in the proposed model.

Another potential research direction is to analyze in depth the role of internal factors such as corporate culture, leadership style or sustainable development strategy of each hotel. These factors can strongly influence how businesses receive pressure from stakeholders as well as the level of commitment in implementing social responsibility, but have not been fully exploited in current research.

In addition, extending the analysis to the supply chain perspective is also an important direction. 5-star hotels are not only affected by direct stakeholders but also by suppliers, service partners or distribution units. In-depth research on this relationship will help to more comprehensively evaluate social responsibility in the entire hotel business.

Finally, future research may consider applying modern data analytics technologies such as artificial intelligence, big data analytics or network modeling to measure and forecast changes in stakeholder expectations. This approach not only improves the accuracy of the analysis but also aligns with the trend of digitalization and sustainable development of hotel management in the new context.

Based on the results and limitations identified, future research could expand the scope of the survey to include more hotel groups, including 4-star hotels or small-scale accommodation establishments. Comparing these segments would help clarify the differences in the way social responsibility is implemented and the level of interaction with stakeholders, thereby improving the generalizability of the research results.

In addition, further studies can add quantitative methods to test hypotheses related to the level of influence of stakeholders on the implementation of social responsibility. The combination of mixed methods will help increase the reliability of the results, while creating conditions for more specific assessment of the relationship between factors in the proposed model.

Another potential research direction is to analyze in depth the role of internal factors such as corporate culture, leadership style or sustainable development strategy of each hotel. These factors can strongly influence how businesses receive pressure from stakeholders as well as the level of commitment in implementing social responsibility, but have not been fully exploited in current research.

In addition, extending the analysis to the supply chain perspective is also an important direction. 5-star hotels are not only affected by direct stakeholders but also by suppliers, service partners or distribution units. In-depth research on this relationship will help to more comprehensively evaluate social responsibility in the entire hotel business.

Finally, future research may consider applying modern data analytics technologies such as artificial intelligence, big data analytics or network modeling to measure and forecast changes in stakeholder expectations. This approach not only improves the accuracy of the analysis but also aligns with the trend of digitalization and sustainable development of hotel management in the new context.

13. The published works related to the thesis:

Bui, NQ, Nguyen, TH, & Vu, N. (2025). Implementing responsibility in 5-star hotel business in Hanoi: A stakeholder approach.Economic and Financial Magazine, (11), 199–203.

MASTER'S THESIS INFORMATION

1. Full name of student: Nguyen Trung Hieu

2. Gender: Male

3. Date of birth: August 14, 2001

4. Place of birth: Hanoi

5. Decision on admission: No. 5626/QD-XHNV dated December 29, 2023, issued by the Rector of the University of Social Sciences and Humanities, Vietnam National University, Hanoi.

6. Changes during the study process: (if any)

7. Title of the thesis: Implementing Corporate Social Responsibility in Five-Star Hotel Business: A Stakeholder Approach

8. Major: Tourism – Code: 8810101.01

9. Academic supervisor:

Dr. Vu Nam, Faculty of Tourism and Hospitality, National Economics University. Dr. Bui Nhat Quynh, Faculty of Tourism Studies, University of Social Sciences and Humanities, Vietnam National University, Hanoi.

10. Summary of the Thesis Results

The thesis “Implementing Corporate Social Responsibility in Five-Star Hotel Business: A Stakeholder Approach” focuses on systematizing theoretical issues related to corporate social responsibility (CSR) in the hotel sector, summarizing key studies on CSR in businesses in general and in tourism and hospitality in particular, as well as analyzing the role of stakeholders in CSR implementation. In addition, the thesis clarifies core concepts of CSR, its characteristics and components in hotel operations, and the roles of stakeholders in shaping and executing CSR. Notably, the stakeholder classification model based on the three attributes of power, legitimacy, and urgency proposed by Mitchell (1997), and the model assessing stakeholder cooperation potential and threat level developed by Savage (1991), serves as important theoretical frameworks for the study's analysis and evaluation.

The research adopts a qualitative methodology using semi-structured interviews. The interviewee groups include hotel managers, partner businesses, government authorities, hotel employees, professional associations, customers, local communities, and competitors. These groups were selected to comprehensively reflect the roles, expectations, and degrees of influence of stakeholders on the implementation of CSR in five-star hotels. The research was conducted in Hanoi—the capital city, a political, economic, and cultural center of Vietnam, and one of the country's leading tourism destinations with a rapidly developing luxury hotel system. The thesis also outlines the data processing and analysis procedures using NVivo software to ensure scientific rigor, objectivity, and systematic research.

The empirical findings, derived from stakeholder interview analysis, identify the specific attributes of power, legitimacy, and urgency for each group based on Mitchell's (1997) model. The results show that hotel managers, government authorities, and customers are highly salient stakeholders who play central roles in involving CSR implementation in five-star hotels. Meanwhile, groups such as local communities, employees, and professional associations demonstrate more limited influence, primarily through legitimacy or professional reputation. The model assess stakeholders' levels of threat and cooperation helps managers minimize risks from all stakeholder groups.

Furthermore, based on Savage's (1991) classification framework, the study identifies levels of support and pressure from stakeholders and categorizes them into four groups: supportive stakeholders (hotel stakeholders, employees, partner businesses), marginal stakeholders (local communities, professional associations), mixed-blessing (government authorities, customers), and non-supportive stakeholders (competitors). These findings provide a comprehensive understanding of the positions, roles, and influences of each stakeholder group in either promoting or constraining CSR implementation.

The thesis discusses the research findings through the lens of the two theoretical models: Mitchell's (1997) stakeholder classification model and Savage's (1991) stakeholder grouping model. By comparing and analyzing these frameworks, the study affirms their relevance in explaining the characteristics, levels of influence, and multidimensional interactions among stakeholders in the process of CSR implementation in five-star hotels in Hanoi.

Based on theoretical and empirical analyses, the thesis proposes several recommendations to enhance the effectiveness of CSR implementation in the hotel sector, including strengthening the engagement of key stakeholders, establishing dialogue and cooperation mechanisms, improving transparency in CSR governance, and emphasizing community engagement and sustainable development. These solutions not only help hotels strengthen their competitive advantage but also contribute to improving their image, reputation, and long-term relationships with customers and local communities.

11. Practical Applicability

The research findings on implementing corporate social responsibility from a stakeholder approach in five-star hotels provide an important scientific foundation for hotel managers to develop CSR strategies that align with practical operational contexts. By identifying the attributes of power, legitimacy, and urgency of each stakeholder group, managers can determine which stakeholders are most critical and develop tailored solutions for each group. This hotels enables to design and adjust CSR programs in a more effective and practical manner that meets actual needs. Such an approach helps optimize resource allocation, avoid superficial or trend-driven CSR activities, and enhance the quality of interactions between the hotel and its primary stakeholder groups.

In addition, the study supports five-star hotels in improving the quality of relationships with stakeholders—especially employees and customers, who exert direct influence on the hotel's reputation, service quality, and competitive capacity. The application of the study's recommended solutions hotels help build a humane and sustainable working environment, thereby increasing employee satisfaction and engagement. At the same time, CSR policies targeting customers contribute to enhancing the guest experience, strengthening brand reputation, and maintaining customer loyalty.

12. Future Research Directions

Based on the results achieved and the limitations identified, future research may expand the scope of investigation to a wider range of hotel groups, including four-star hotels or smaller lodging establishments. A comparative analysis across these segments would help clarify differences in the implementation of corporate social responsibility and the level of stakeholder engagement, thereby enhancing the generalizability of the research findings.

In addition, subsequent studies may incorporate quantitative methods to test hypotheses related to the influence of stakeholders on CSR implementation. The adoption of mixed-methods approaches would increase the reliability of the results while enabling a more detailed assessment of the relationships among factors in the proposed model.

Another promising direction for future research is to conduct an in-depth analysis of internal factors such as corporate culture, leadership style, and each hotel's sustainable development strategy. These factors may significantly influence how businesses perceive stakeholder pressures and the extent of their commitment to CSR, yet they have not been fully explored in the present study.

Furthermore, extending the analysis to a supply chain perspective represents an important research avenue. Five-star hotels are not only influenced by direct stakeholders but also by suppliers, service partners, and distribution units. Investigating these relationships would provide a more comprehensive assessment of CSR across the hotel's entire business operations.

Finally, future research could consider the application of modern data analytics technologies such as artificial intelligence, big data analytics, or network modeling to measure and forecast changes in stakeholder expectations. This approach will not only enhance analytical precision but also align with emerging trends in digitalized and sustainable hotel management within the contemporary context.

13. Related Publications to the Thesis:

 Bui, NQ, Nguyen, TH, & Vu, N. (2025). Implementing corporate social responsibility in five-star hotel business in Hanoi: A stakeholder approach.Journal of Economics and Finance, (11), 199–203.