Sustainable Development as a Driver for Customer Experience

Love Westin, Jacob Hallencreutz and Johan Parmler
Additional contact information
Love Westin: School of Innovation, Design and Engineering, Mälardalen University, Hamngatan 15, 632 20 Eskilstuna, Sweden
Jacob Hallencreutz: EPSI Rating, 111 23 Stockholm, Sweden
Johan Parmler: EPSI Rating, 111 23 Stockholm, Sweden

Sustainability, 2022, vol. 14, issue 6, 1-18

Abstract: The concept of sustainable development (SD) has become widely accepted among nations, organisations, and individuals. Recent quantitative and conceptual models have indicated relations between stakeholder perspectives of SD, brand image, and customer satisfaction. The purpose of this study is to estimate a Sustainable Development Index (SDI) as an easy applicable survey item which is used to estimate customer perceptions. By applying a PLS path model, comprising of the EPSI models variables and the suggested items of SDI, this study evaluates relationships between aspects of customer experience and customers’ perception of SD. The estimated score of SDI is further analysed as an approximate measure of universal SD items applied in the literature. As such, the study contributes to the research community by further integrating customer perception of SD in frameworks measuring customer experience. The study data comprises cross-sectional multi-industrial customer perception data, consisting of 606 final respondents. The results show empirical support of the constructed index relation as an approximate measure of universal SD items and as a driving aspect of the customer experience.

Keywords: sustainable development; customer satisfaction; triple bottom line; PLS-PM (search for similar items in EconPapers)
JEL-codes: O13 Q Q0 Q2 Q3 Q5 Q56 (search for similar items in EconPapers)
Date: 2022
References: View references in EconPapers View complete reference list from CitEc
Citations: View citations in EconPapers (1)

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