IDEAS home Printed from https://ideas.repec.org/a/eee/jbrese/v136y2021icp389-401.html
   My bibliography  Save this article

A customer-centric five actor model for sustainability and service innovation

Author

Listed:
  • van Riel, Allard C.R.
  • Andreassen, Tor W.
  • Lervik-Olsen, Line
  • Zhang, Lu
  • Mithas, Sunil
  • Heinonen, Kristina

Abstract

Service industries are increasingly unsustainable. Considering consumers as change agents, we show how service innovation may contribute to a service ecosystem that helps achieve emerging sustainability goals. To achieve sustainability the dyadic focus on value-co-creation is complemented with a broader stakeholder perspective, abandoning the shareholder-first-doctrine toward a collaborative stakeholder perspective, emphasizing profit, planet, and people. We propose a five-actor model and argue that one stakeholder - the consumer - is a central driver of sustainability. Consumers’ sustainability-focused behaviors drive the market for sustainable products and services, leading to sustainable firm and investor behavior.

Suggested Citation

  • van Riel, Allard C.R. & Andreassen, Tor W. & Lervik-Olsen, Line & Zhang, Lu & Mithas, Sunil & Heinonen, Kristina, 2021. "A customer-centric five actor model for sustainability and service innovation," Journal of Business Research, Elsevier, vol. 136(C), pages 389-401.
    • Handle: RePEc:eee:jbrese:v:136:y:2021:i:c:p:389-401
    DOI: 10.1016/j.jbusres.2021.07.035
    as

    Download full text from publisher

    File URL: http://www.sciencedirect.com/science/article/pii/S0148296321005257
    Download Restriction: Full text for ScienceDirect subscribers only
    File URL: https://libkey.io/10.1016/j.jbusres.2021.07.035?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    References listed on IDEAS

    as
    1. Anant K. Sundaram & Andrew C. Inkpen, 2004. "The Corporate Objective Revisited," Organization Science, INFORMS, vol. 15(3), pages 350-363, June.
    2. Jiban Khuntia & Terence J. V. Saldanha & Sunil Mithas & V. Sambamurthy, 2018. "Information Technology and Sustainability: Evidence from an Emerging Economy," Production and Operations Management, Production and Operations Management Society, vol. 27(4), pages 756-773, April.
    3. Tsai, Yuan-Hui & Lin, Chieh-Peng & Ma, Hwa-Chun & Wang, Rong-Tsu, 2015. "Modeling corporate social performance and job pursuit intention: Forecasting the job change of professionals in technology industry," Technological Forecasting and Social Change, Elsevier, vol. 99(C), pages 14-21.
    4. Rust, Roland T. & Moorman, Christine & van Beuningen, Jacqueline, 2016. "Quality mental model convergence and business performance," International Journal of Research in Marketing, Elsevier, vol. 33(1), pages 155-171.
    5. Kunz, Werner & Schmitt, Bernd & Meyer, Anton, 2011. "How does perceived firm innovativeness affect the consumer?," Journal of Business Research, Elsevier, vol. 64(8), pages 816-822, August.
    6. G. Tomas M. Hult & David J. Ketchen, 2001. "Does market orientation matter?: a test of the relationship between positional advantage and performance," Strategic Management Journal, Wiley Blackwell, vol. 22(9), pages 899-906, September.
    7. Waligo, Victoria M. & Clarke, Jackie & Hawkins, Rebecca, 2013. "Implementing sustainable tourism: A multi-stakeholder involvement management framework," Tourism Management, Elsevier, vol. 36(C), pages 342-353.
    8. Chen, Ching-Fu & Chen, Fu-Shian, 2010. "Experience quality, perceived value, satisfaction and behavioral intentions for heritage tourists," Tourism Management, Elsevier, vol. 31(1), pages 29-35.
    9. Manisha Anantharaman, 2018. "Critical sustainable consumption: a research agenda," Journal of Environmental Studies and Sciences, Springer;Association of Environmental Studies and Sciences, vol. 8(4), pages 553-561, December.
    10. G. Tomas M. Hult & Forrest V. Morgeson & Neil A. Morgan & Sunil Mithas & Claes Fornell, 2017. "Do managers know what their customers think and why?," Journal of the Academy of Marketing Science, Springer, vol. 45(1), pages 37-54, January.
    11. Sungchul Choi & Alex Ng, 2011. "Environmental and Economic Dimensions of Sustainability and Price Effects on Consumer Responses," Journal of Business Ethics, Springer, vol. 104(2), pages 269-282, December.
    12. Andrea Collins & Andrew Flynn, 2008. "Measuring the Environmental Sustainability of a Major Sporting Event: A Case Study of the FA Cup Final," Tourism Economics, , vol. 14(4), pages 751-768, December.
    13. Gunnar Friede & Timo Busch & Alexander Bassen, 2015. "ESG and financial performance: aggregated evidence from more than 2000 empirical studies," Journal of Sustainable Finance & Investment, Taylor & Francis Journals, vol. 5(4), pages 210-233, October.
    14. Iniesta-Bonillo, M. Angeles & Sánchez-Fernández, Raquel & Jiménez-Castillo, David, 2016. "Sustainability, value, and satisfaction: Model testing and cross-validation in tourist destinations," Journal of Business Research, Elsevier, vol. 69(11), pages 5002-5007.
    15. Jensen, Michael C. & Meckling, William H., 1976. "Theory of the firm: Managerial behavior, agency costs and ownership structure," Journal of Financial Economics, Elsevier, vol. 3(4), pages 305-360, October.
    16. Rafael Currás-Pérez & Enrique Bigné-Alcañiz & Alejandro Alvarado-Herrera, 2009. "The Role of Self-Definitional Principles in Consumer Identification with a Socially Responsible Company," Journal of Business Ethics, Springer, vol. 89(4), pages 547-564, November.
    17. Lee, Tsung Hung & Jan, Fen-Hauh & Yang, Chung-Cheng, 2013. "Conceptualizing and measuring environmentally responsible behaviors from the perspective of community-based tourists," Tourism Management, Elsevier, vol. 36(C), pages 454-468.
    18. Juran Kim & Charles R. Taylor & Kyung Hoon Kim & Ki Hoon Lee, 2015. "Measures of perceived sustainability," Journal of Global Scholars of Marketing Science, Taylor & Francis Journals, vol. 25(2), pages 182-193, March.
    19. Abagail McWilliams & Donald Siegel, 2000. "Corporate social responsibility and financial performance: correlation or misspecification?," Strategic Management Journal, Wiley Blackwell, vol. 21(5), pages 603-609, May.
    20. Logar, Ivana, 2010. "Sustainable tourism management in Crikvenica, Croatia: An assessment of policy instruments," Tourism Management, Elsevier, vol. 31(1), pages 125-135.
    21. Jeffrey Barber, 2003. "Production, Consumption and the World Summit on Sustainable Development," Environment, Development and Sustainability: A Multidisciplinary Approach to the Theory and Practice of Sustainable Development, Springer, vol. 5(1), pages 63-93, March.
    22. Lai, Fujun & Griffin, Mitch & Babin, Barry J., 2009. "How quality, value, image, and satisfaction create loyalty at a Chinese telecom," Journal of Business Research, Elsevier, vol. 62(10), pages 980-986, October.
    23. Webb, Deborah J. & Mohr, Lois A. & Harris, Katherine E., 2008. "A re-examination of socially responsible consumption and its measurement," Journal of Business Research, Elsevier, vol. 61(2), pages 91-98, February.
    24. Gert Spaargaren & Peter Oosterveer, 2010. "Citizen-Consumers as Agents of Change in Globalizing Modernity: The Case of Sustainable Consumption," Sustainability, MDPI, vol. 2(7), pages 1-22, June.
    25. Elbedweihy, Alaa M. & Jayawardhena, Chanaka & Elsharnouby, Mohamed H. & Elsharnouby, Tamer H., 2016. "Customer relationship building: The role of brand attractiveness and consumer–brand identification," Journal of Business Research, Elsevier, vol. 69(8), pages 2901-2910.
    26. Stephanie Duchek, 2020. "Organizational resilience: a capability-based conceptualization," Business Research, Springer;German Academic Association for Business Research, vol. 13(1), pages 215-246, April.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Liu, Xiao & Li, Ming-Yang, 2024. "Sustainable service product design method: Focus on customer demands and triple bottom line," Journal of Retailing and Consumer Services, Elsevier, vol. 80(C).
    2. Pilawa, Joanna & Witell, Lars & Valtakoski, Aku & Kristensson, Per, 2022. "Service innovativeness in retailing: Increasing the relative attractiveness during the COVID-19 pandemic," Journal of Retailing and Consumer Services, Elsevier, vol. 67(C).
    3. Hans Ulrich Buhl & Valerie Graf-Drasch & Christian Wiethe, 2023. "What to say and what to do: the disparity of the communication and investment in sustainability targets, given customer expectations," Journal of Business Economics, Springer, vol. 93(3), pages 485-507, April.
    4. Jacobs, Nele & Swoboda, Bernhard, 2023. "The role of national institutions in the effects of consumers’ perceived customer orientation and firm innovativeness," International Business Review, Elsevier, vol. 32(5).
    5. Anton Atno Parluhutan Sinaga & Sunday Ade Sitorus, 2023. "The Role of Consumer Attitude and Renewable Energy towards Environmental Friendly Policies in the Intention to Comply With the Paid Plastic Environmental Friendly Policy," International Journal of Energy Economics and Policy, Econjournals, vol. 13(1), pages 14-21, January.
    6. Grossman, Ori & Rachamim, Matti, 2024. "How can coffee shops draw customers back after COVID-19? the influence of psychological distance on coffee versus tea preference," Journal of Business Research, Elsevier, vol. 172(C).
    7. Ahsan Siraj & Shilpa Taneja & Yongming Zhu & Hongbing Jiang & Sunil Luthra & Anil Kumar, 2022. "Hey, did you see that label? It's sustainable!: Understanding the role of sustainable labelling in shaping sustainable purchase behaviour for sustainable development," Business Strategy and the Environment, Wiley Blackwell, vol. 31(7), pages 2820-2838, November.
    8. Sunil Mithas & Zhi‐Long Chen & Terence J.V. Saldanha & Alysson De Oliveira Silveira, 2022. "How will artificial intelligence and Industry 4.0 emerging technologies transform operations management?," Production and Operations Management, Production and Operations Management Society, vol. 31(12), pages 4475-4487, December.
    9. Dessart, Laurence & Standaert, Willem, 2023. "Strategic storytelling in the age of sustainability," Business Horizons, Elsevier, vol. 66(3), pages 371-385.

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Iniesta-Bonillo, M. Angeles & Sánchez-Fernández, Raquel & Jiménez-Castillo, David, 2016. "Sustainability, value, and satisfaction: Model testing and cross-validation in tourist destinations," Journal of Business Research, Elsevier, vol. 69(11), pages 5002-5007.
    2. Al-Shaer, Habiba & Uyar, Ali & Kuzey, Cemil & Karaman, Abdullah S., 2023. "Do shareholders punish or reward excessive CSR engagement? Moderating effect of cash flow and firm growth," International Review of Financial Analysis, Elsevier, vol. 88(C).
    3. Bu, Luofan & Chan, Kam C. & Choi, Ahrum & Zhou, Gaoguang, 2021. "Talented inside directors and corporate social responsibility: A tale of two roles," Journal of Corporate Finance, Elsevier, vol. 70(C).
    4. Kerstin Lopatta & Thomas Kaspereit & Sebastian A. Tideman & Anna R. Rudolf, 2022. "The moderating role of CEO sustainability reporting style in the relationship between sustainability performance, sustainability reporting, and cost of equity," Journal of Business Economics, Springer, vol. 92(3), pages 429-465, April.
    5. Li, WeiWei & Padmanabhan, Prasad & Huang, Chia-Hsing, 2024. "ESG and debt structure: Is the nature of this relationship nonlinear?," International Review of Financial Analysis, Elsevier, vol. 91(C).
    6. Lin, Yongjia & Fu, Xiaoqing & Fu, Xiaolan, 2021. "Varieties in state capitalism and corporate innovation: Evidence from an emerging economy," Journal of Corporate Finance, Elsevier, vol. 67(C).
    7. Massimiliano Cerciello & Francesco Busato & Simone Taddeo, 2023. "The effect of sustainable business practices on profitability. Accounting for strategic disclosure," Corporate Social Responsibility and Environmental Management, John Wiley & Sons, vol. 30(2), pages 802-819, March.
    8. Galletta, Simona & Mazzù, Sebastiano & Naciti, Valeria, 2022. "A bibliometric analysis of ESG performance in the banking industry: From the current status to future directions," Research in International Business and Finance, Elsevier, vol. 62(C).
    9. Monica Singhania & Dimple Gupta, 2024. "Impact of Environmental, Social and Governance (ESG) disclosure on firm risk: A meta‐analytical review," Corporate Social Responsibility and Environmental Management, John Wiley & Sons, vol. 31(4), pages 3573-3613, July.
    10. Zhou, Gaoguang, 2022. "Good for managers, bad for shareholders? The effects of lone-insider boards on excessive corporate social responsibility," Journal of Business Research, Elsevier, vol. 140(C), pages 370-383.
    11. Xueyan Dong & Jingyu Gao & Sunny Li Sun & Kangtao Ye, 2021. "Doing extreme by doing good," Asia Pacific Journal of Management, Springer, vol. 38(1), pages 291-315, March.
    12. Scholtens, Bert, 2008. "A note on the interaction between corporate social responsibility and financial performance," Ecological Economics, Elsevier, vol. 68(1-2), pages 46-55, December.
    13. Dominik M. Wielgos & Christian Homburg & Christina Kuehnl, 2021. "Digital business capability: its impact on firm and customer performance," Journal of the Academy of Marketing Science, Springer, vol. 49(4), pages 762-789, July.
    14. Farmaki, Anna & Altinay, Levent & Botterill, David & Hilke, Sarina, 2015. "Politics and sustainable tourism: The case of Cyprus," Tourism Management, Elsevier, vol. 47(C), pages 178-190.
    15. Lee, Gilsoo & Cho, Sam Yul & Arthurs, Jonathan & Lee, Eun Kyung, 2020. "Celebrity CEO, identity threat, and impression management: Impact of celebrity status on corporate social responsibility," Journal of Business Research, Elsevier, vol. 111(C), pages 69-84.
    16. Angelidis, Timotheos & Michairinas, Athanasios & Sakkas, Athanasios, 2024. "World ESG performance and economic activity," Journal of International Financial Markets, Institutions and Money, Elsevier, vol. 93(C).
    17. Timo Busch & Michael L. Barnett & Roger Leonard Burritt & Benjamin W. Cashore & R. Edward Freeman & Irene Henriques & Bryan W. Husted & Rajat Panwar & Jonatan Pinkse & Stefan Schaltegger & Jeff York, 2024. "Moving beyond “the” business case: How to make corporate sustainability work," Business Strategy and the Environment, Wiley Blackwell, vol. 33(2), pages 776-787, February.
    18. Issam Laguir & Rebecca Stekelorum & Lamia Laguir & Raffaele Staglianò, 2021. "Managing corporate social responsibility in the bank sector: A fuzzy and disaggregated approach," Corporate Social Responsibility and Environmental Management, John Wiley & Sons, vol. 28(4), pages 1324-1334, July.
    19. Patricia Crifo & Elena Escrig-Olmedo & Nicolas Mottis, 2019. "Corporate Governance as a Key Driver of Corporate Sustainability in France: The Role of Board Members and Investor Relations," Journal of Business Ethics, Springer, vol. 159(4), pages 1127-1146, November.
    20. Adam Arian & John Sands & Stuart Tooley, 2023. "Industry and Stakeholder Impacts on Corporate Social Responsibility (CSR) and Financial Performance: Consumer vs. Industrial Sectors," Sustainability, MDPI, vol. 15(16), pages 1-21, August.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:eee:jbrese:v:136:y:2021:i:c:p:389-401. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Catherine Liu (email available below). General contact details of provider: http://www.elsevier.com/locate/jbusres .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.