Service customer orientation and social sustainability: The case of small medium enterprises

Corrinne Mei Jyin Lee, Norbani Che-Ha and Sharifah Faridah Syed Alwi

Journal of Business Research, 2021, vol. 122, issue C, 751-760

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 (search for similar items in EconPapers)
Date: 2021
References: View references in EconPapers View complete reference list from CitEc
Citations: View citations in EconPapers (18)

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Persistent link: https://EconPapers.repec.org/RePEc:eee:jbrese:v:122:y:2021:i:c:p:751-760

DOI: 10.1016/j.jbusres.2019.12.048

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