Hospitality Management within the Tapestry of Religion, Culture, and Social Norms: Evidence from Pakistan

Abstract

Religion, culture, and social norms play a critical role in shaping managerial practices and service delivery in the hospitality industry, particularly in religiously and culturally rich societies. This study investigates the influence of Islamic religious values, cultural traditions, and social norms on hospitality management practices in Pakistan. Using a quantitative research approach, data were collected through a structured questionnaire from managers and supervisory staff employed in hotels and restaurants across major Pakistani cities. A total of 250 valid responses were analysed using Structural Equation Modelling (SEM) to examine the relationships between religious values, cultural norms, social expectations, and key hospitality management outcomes, including service quality, employee behaviour, and customer satisfaction. The results indicate that religious values grounded in Islamic principles significantly enhance ethical behaviour and service orientation, while cultural and social norms strongly influence managerial decision-making and workplace interactions. This study contributes empirical evidence from an emerging economy and offers practical implications for developing culturally responsive and ethically grounded hospitality management strategies in Muslim-majority contexts.