Service customer orientation and social sustainability: The case of small medium enterprises
Document Type
Article
Publication Date
1-1-2021
Abstract
Social sustainability is an intricate subject with interrelated but distinct components. This paper measures social sustainability as an employee outcome, customer outcome and organizational outcome. To test the strategy-sustainability relationship model, this study examines service customer orientation as the corresponding strategy. Using a sample of 400 SMEs in the service sector, the results show that all the direct and indirect relationships between service customer orientation and the three social sustainability indicators are significant.
Keywords
Customer outcomes, Employee outcomes, Organizational outcomes, Resource-based view (RBV), Service customer orientation, Social sustainability
Divisions
Marketing
Publication Title
Journal of Business Research
Volume
122
Publisher
Elsevier Science Inc
Publisher Location
STE 800, 230 PARK AVE, NEW YORK, NY 10169 USA