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changes in our business
environment (e.g. regulation) on customers
4. We measure customer satisfaction systematically and frequently
(Narver and Slater, 1990)
5. Our salespeople are instructed to monitor and report on competitive
activity
6. We regularly collect information about our employees’ needs
7. We have sufficient number of interdepartmental meetings to
discuss market trends and developments
8. When something important happens to a major customer or
market, the whole company knows about it in a short period
9. Data on customer satisfaction are disseminated at all level in this
company on a regular basis
10. When one department finds our something important about our
competitors, it is slow to alert other departments
(continued) Table AI.
CMS
1,3
206Corresponding author
Riliang Qu can be contacted at: r.qu@aston.ac.uk
Scale Scale items
Coefficient a
(hotel sample)
11. Our sales people regularly share information within our business
concerning competitors’ strategies
12. We freely communicate information about our successful and
unsuccessful customer experiences across all business functions
13. We have measures in place to ensure the voice of the employees
heard by the top management
14. It takes us forever to decide how to respond to our competitors’
price changes
15. For one reason or another, we tend to ignore changes in our
customers’ product or services needs
16. We periodically review our product development efforts to ensure
that they are in line with what customers want
17. Several departments get together periodically to plan a response to
changes taking place in our business environment
18. If a major competitor were to launch an intensive campaign
targeted at our customers, we would implement a response
immediately
19. The activities of the different departments in this business unit are
well co-ordinated
20. Customer complaints are not regarded as something crucially
important in this company
21. Even if we came up with a great marketing plan, we probably
would not be able to implement it in a timely fashion
22. We provide comprehensive training for our employees to teach
them how to serve the customers
CSR We continually improve the quality of our products and services 0.88
Our company seeks to comply with all laws regulating hiring and
employee benefits
We are recognised as a trustworthy company
Our sales persons and employees are required to provide full and
accurate information to all customers
We give active support to programmes with good social causes
We have programmes in place to reduce the amount of energy and
material wasted in our business
Government

regulation
1. Compared with other regions in China, our city has stricter
regulations to protect the consumers 0.74
2. Compared with other regions in China, our city has more effective
regulations to encourage the hotels to improve their product and
services quality
3. The current government regulations on the services standards of the
hotel sector is very complete
4. There are complete laws and regulations to ensure fair competition Table AI.
Corporate social
responsibility in
China
207
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