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

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 orienta...

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Bibliographic Details
Published inJournal of business research Vol. 122; pp. 751 - 760
Main Authors Lee, Corrinne Mei Jyin, Che-Ha, Norbani, Syed Alwi, Sharifah Faridah
Format Journal Article
LanguageEnglish
Published Elsevier Inc 01.01.2021
Elsevier B.V
Subjects
Analysis
Customer outcomes
Employee outcomes
Organizational outcomes
Resource-based view (RBV)
Service customer orientation
Services industry
Social sustainability
Sustainable development
Organizational outcomes
Social sustainability
Service customer orientation
Employee outcomes
Resource-based view (RBV)
Customer outcomes
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Summary: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.
ISSN:0148-2963
1873-7978
DOI:10.1016/j.jbusres.2019.12.048