INFORMATION ABOUT THE MASTER'S THESIS

1. Student's full name: Nguyen Trung Hieu

2. Gender: Male

3. Date of birth: August 14, 2001

4. Place of birth: Hanoi

5. Decision number for student admission:Decision No. 5626/QD-XHNV dated December 29, 2023By the Rector of the University of Social Sciences and Humanities, Vietnam National University, Hanoi.

6. Changes in the training process:

7. Thesis Title: Implementing Social Responsibility in 5-Star Hotel Business: A Stakeholder Approach

8. Major: Tourism; Code: 8810101.01

9. Scientific 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 Social Responsibility in 5-Star Hotel Business: A Stakeholder Approach" systematically addresses theoretical issues related to corporate social responsibility (CSR) in the hotel industry, summarizes typical works on CSR in businesses in general, and in tourism and hotel businesses in particular, and analyzes the role of stakeholders in implementing CSR. In addition, the thesis clarifies core concepts of CSR, its characteristics and content in hotel business, as well as the role of stakeholders in the formation and implementation of CSR. In particular, the model classifying stakeholders according to three attributes—power, legitimacy, and urgency (Mitchell, 1997) and the model for identifying the potential for cooperation and threats to stakeholders (Savage, 1991) are considered important theoretical frameworks for research, analysis, and evaluation in this thesis.

The research methodology used in this thesis is qualitative research through semi-structured interviews. The interview subjects include hotel management, partner businesses, government agencies, hotel staff, professional social organizations, customers, the local community, and competitors. The selection of these subjects 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 Hanoi – the capital, the political, economic, and cultural center of the country, and one of Vietnam's largest tourist destinations with a strong development of luxury hotel systems. Furthermore, the thesis clearly outlines the data processing and analysis process using Nvivo software, contributing to the scientific, objective, and systematic nature of the research.

The empirical research results, based on stakeholder interview analysis, clearly identified the power attributes, legitimacy, and urgency levels of each group according to Mitchell's (1997) model. The results showed that hotel management, government 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 the local community, employees, or professional associations showed a more limited level of influence, mainly through legitimacy or professional prestige. The model illustrates the threat and cooperation levels of stakeholders, helping managers minimize risks from all stakeholder groups.

Furthermore, based on Savage's (1991) classification framework, the study also indicates the level of support and pressure from stakeholders, dividing them into four groups: supportive group (hotel management, staff, partner businesses), neutral group (local community, professional social organizations), mixed group (government agencies, customers), and antagonistic group (competitors). This result contributes to clarifying the overall picture of the position, role, and influence of each group in promoting or hindering the implementation of corporate social responsibility.

This thesis focuses on discussing research results based on two main theoretical models: Mitchell's (1997) stakeholder classification model and Savage's (1991) stakeholder grouping model. 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 businesses in Hanoi.

Based on theoretical and empirical analyses, this thesis proposes several solutions to improve the effectiveness of corporate social responsibility (CSR) implementation in the hotel industry, including: strengthening the participation of key stakeholders, establishing dialogue and cooperation mechanisms, enhancing 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 commitment to customers and the local community.

 11. Practical applications:

Research findings on implementing corporate social responsibility (CSR) using a stakeholder approach in 5-star hotels provide a crucial scientific basis for hotel managers to develop CSR strategies tailored to their practical operating context. By identifying the attributes of each stakeholder group—power, legitimacy, and urgency—managers can pinpoint key stakeholders, develop solutions for each group, and design and adjust CSR programs to be effective, practical, and relevant to actual needs. This optimizes resources, avoids implementing CSR as a fad, and enhances interaction between the hotel and key stakeholders.

Furthermore, the research contributes to supporting 5-star hotels in improving the quality of relationships with stakeholders, especially employees and customers – those who directly impact the hotel's reputation, service quality, and competitiveness. Implementing the solutions proposed in the research helps hotels build a humane and sustainable work environment, thereby increasing employee satisfaction and engagement. Simultaneously, customer-oriented CSR policies will help improve the guest experience, strengthen brand reputation, and maintain customer loyalty.

12. Future research directions:

Based on the findings and limitations identified, future studies could expand the scope to include more hotel groups, including 4-star hotels or smaller-scale accommodations. Comparisons between these segments would clarify differences in the implementation of social responsibility and the level of interaction with stakeholders, thereby improving the generalizability of the research results.

Furthermore, further studies could incorporate quantitative methods to test hypotheses related to the extent of stakeholder influence on the implementation of social responsibility. Combining mixed methods will increase the reliability of the results and facilitate a more specific assessment of the relationships between the factors in the proposed model.

Another potential research direction is to deeply analyze the role of internal factors such as corporate culture, leadership style, or the sustainable development strategy of each hotel. These factors can strongly influence how businesses respond to stakeholder pressure and their level of commitment to social responsibility, but have not been fully explored in the current research.

Furthermore, expanding the analysis to a supply chain perspective is also an important direction. Five-star hotels are affected not only by direct stakeholders but also by suppliers, service partners, and distributors. In-depth research into these relationships will help provide a more comprehensive assessment of social responsibility across the entire hotel business.

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

Based on the findings and limitations identified, future studies could expand the scope to include more hotel groups, including 4-star hotels or smaller-scale accommodations. Comparisons between these segments would clarify differences in the implementation of social responsibility and the level of interaction with stakeholders, thereby improving the generalizability of the research results.

Furthermore, further studies could incorporate quantitative methods to test hypotheses related to the extent of stakeholder influence on the implementation of social responsibility. Combining mixed methods would increase the reliability of the results and facilitate a more specific assessment of the relationships between the factors in the proposed model.

Another potential research direction is to deeply analyze the role of internal factors such as corporate culture, leadership style, or the sustainable development strategy of each hotel. These factors can strongly influence how businesses respond to stakeholder pressure and their level of commitment to social responsibility, but have not been fully explored in the current research.

Furthermore, expanding the analysis to a supply chain perspective is also an important direction. Five-star hotels are affected not only by direct stakeholders but also by suppliers, service partners, and distributors. In-depth research into these relationships will help provide a more comprehensive assessment of social responsibility across the entire hotel business.

Finally, future research could consider applying modern data analytics technologies such as artificial intelligence, big data analytics, or network modeling to measure and predict changes in stakeholder expectations. This approach not only enhances the accuracy of the analysis but also aligns with the trend of digitalized and sustainable 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: Stakeholder approach.Economics and Finance 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.