Delivering warmth and expediting love: just-in-time CSR in the midst of COVID-19 mega disruption

Abstract

Purpose

This study aims to move beyond the current understanding of corporate social responsibility (CSR) to propose the concept of just-in-time (JIT) CSR as a metaphor that reflects hospitality operators’ endeavors to expedite socially responsible measures to both internal and external organizational stakeholders during times when functional and emotional supports are urgently needed.

Design/methodology/approach

This research used a qualitative approach in two studies. Study 1 engaged a media analysis to better grasp the knowledge of the research problem at hand. Study 2 involved interviews from stakeholders to assess their emotions and perceptions of meanings of major contents discerned from the first study.

Findings

This research highlights a process in which operators’ CSR practices (e.g. for business practices, for organizational strategy and for stakeholder well-being) during the COVID-19 crisis are imbued with connotative meanings (e.g. place-as-safety, place-as-partnership and place-as-warmth) that ultimately give shape to three core outcomes (e.g. individual rejoinder, brand resonance and societal resilience).

Research limitations/implications

While JIT CSR is not an antidote for all devastations caused by COVID-19, it is posited as a needed mechanism that operators could use to ameliorate the situation and to go beyond their own stake to bring a broader array of societal benefits to humanity.

Originality/value

This research underscores how hospitality operators expedite crisis responses to the pandemic, and how their societal objectives transform the image of a place from a commercial venue into a place imbued with meaning associated with safety, partnership and warmth.

Citation

Lin, Z.(C)., Wong, I.A., Lin, S.K. and Yang, Y. (2021), "Delivering warmth and expediting love: just-in-time CSR in the midst of COVID-19 mega disruption", International Journal of Contemporary Hospitality Management, Vol. 33 No. 12, pp. 4334-4354. https://doi.org/10.1108/IJCHM-05-2021-0678