Customer retention (CR) has become increasingly important due to high competition among hotels and countries. However, most of previous studies focus on this variable in the context of restaurants. This study aims to examine the factors that affect the CR among customers of five-star hotels in Jordan. Based on the literature, the study proposes that physical environment (PE), customer satisfaction (CS), service quality (SQ), and perceived consumption value (PCV) will affect the CR. In addition, the study proposes that hotel perceived value (HPV) will mediate the effects between the variable. The population of this study is the hotels in Amman, the capital of Jordan. Using a random sampling technique, a total of 301 responses are collected from seven brands. The findings indicated that PE, SQ, PCV, and CS were important predictors of CR. The findings also show that HPV mediated partially the effect of PE and SQ on CR while a full mediator was found between CS and CR. Decision makers are advised to improve the PE and the HPV.

Corporate social responsibilities (CSR) have gained the attention of regulators and recent studies due to their comprehensive influence on the firm performance. Thus, the present study examines the impact of CSR practices such as social welfare, human rights and physical environment on SMEs performance in Vietnam. This research also investigates the mediating role of organizational support among the links of social welfare, human rights, the physical environment and SMEs performance in Vietnam. This study has followed the primary data collection methods such as survey questionnaires to collect the data from respondents and also executed the smart-PLS for analysis. The results indicated the social welfare, human rights and physical environment have a positive association with SMEs performance in Vietnam. The results also exposed that organizational support positively mediates among the links of social welfare, human rights, the physical environment and SMEs performance in Vietnam. This study guided the regulators while developing the regulations related to CSR and firm performance.