Effects of the industry format on sustainability-oriented service innovation, relationship value, and firm performance

Antonio Marín-García (), Irene Gil-Saura, María Eugenia Ruiz-Molina and Mihaela Simona Moise
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Antonio Marín-García: University of Valencia
Irene Gil-Saura: POLIBIENESTAR, University of Valencia
María Eugenia Ruiz-Molina: POLIBIENESTAR, University of Valencia
Mihaela Simona Moise: University of Valencia

Service Business, 2025, vol. 19, issue 1, No 11, 27 pages

Abstract: Abstract This paper explores the impact of the sustainability-oriented service innovation (SOSI) construct on relationship value and organizational performance in the service sectors from the business’ perspective. In order to achieve this goal, a theoretical model based on the literature is proposed through an empirical study carried out on a sample of 450 managers and supervisors of retail establishments and hotels. Findings support the critical role of SOSI in enhancing relationship value and driving economic and non-economic benefits. Significant industry-specific differences are revealed, offering valuable insights for managers to design effective, sustainability-aligned customer communication and value creation strategies.

Keywords: SOSI; Relationship value; Organisational performance; Hotel; Retail (search for similar items in EconPapers)
Date: 2025
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DOI: 10.1007/s11628-025-00581-7

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