IDEAS home Printed from https://ideas.repec.org/a/gam/jsusta/v12y2020i19p7908-d418676.html
   My bibliography  Save this article

Mapping Research on Customer Centricity and Sustainable Organizations

Author

Listed:
  • Sergio Pardo-Jaramillo

    (Operations and Supply Chain Management Research Group, International School of Economic and Administrative Sciences, Universidad de La Sabana, Chía 250001, Cundinamarca, Colombia
    INALDE Business School, Universidad de La Sabana, Chía 250001, Cundinamarca, Colombia)

  • Andrés Muñoz-Villamizar

    (Operations and Supply Chain Management Research Group, International School of Economic and Administrative Sciences, Universidad de La Sabana, Chía 250001, Cundinamarca, Colombia
    Center for Transportation & Logistics, Massachusetts Institute of Technology, Cambridge, MA 02142, USA)

  • Ignacio Osuna

    (INALDE Business School, Universidad de La Sabana, Chía 250001, Cundinamarca, Colombia)

  • Rolando Roncancio

    (INALDE Business School, Universidad de La Sabana, Chía 250001, Cundinamarca, Colombia)

Abstract

Firms are increasingly organized around the client. At the same time, there is customer pressure on green and sustainable organizations. The purpose of this paper is to map the current state of the research in the domain of customer-centric organizations from a sustainability perspective. We conducted a bibliometric analysis from published documents between 1990 and 31 July 2020. Key findings indicate that research on customer centricity and sustainability has increased in recent years, finding some trends and that the topic is structured into three clusters: (1) Sustainable Development, Customer-Centric Perspective, and Sales; (2) Sustainability and Commerce; and (3) Customer-Centricity and Sustainability Trends. The implementation of a bibliometric methodology and the focus given to the definition, the relationships, and the evolution of the three main clusters within the topic are the characteristics that differentiate our study from other publications or reviews in the field of research. In addition, all the documents that refer to practical cases were identified, and the main ones were analyzed, to provide highlights to practitioners who aim to deploy the customer centricity approach in their firms from a sustainable perspective and seeking that the corporate purpose is followed.

Suggested Citation

  • Sergio Pardo-Jaramillo & Andrés Muñoz-Villamizar & Ignacio Osuna & Rolando Roncancio, 2020. "Mapping Research on Customer Centricity and Sustainable Organizations," Sustainability, MDPI, vol. 12(19), pages 1-18, September.
    • Handle: RePEc:gam:jsusta:v:12:y:2020:i:19:p:7908-:d:418676
    as

    Download full text from publisher

    File URL: https://www.mdpi.com/2071-1050/12/19/7908/pdf
    Download Restriction: no
    File URL: https://www.mdpi.com/2071-1050/12/19/7908/
    Download Restriction: no
    ---><---

    References listed on IDEAS

    as
    1. World Commission on Environment and Development,, 1987. "Our Common Future," OUP Catalogue, Oxford University Press, number 9780192820808.
    2. Iyer, Easwar S. & Bhattacharya, C.B., 2011. "Marketing and society: Preface to special section on volunteerism, price assurances, and direct-to-consumer advertising," Journal of Business Research, Elsevier, vol. 64(1), pages 59-60, January.
    3. E.C.M. Noyons & H.F. Moed & M. Luwel, 1999. "Combining mapping and citation analysis for evaluative bibliometric purposes: A bibliometric study," Journal of the American Society for Information Science, Association for Information Science & Technology, vol. 50(2), pages 115-131.
    4. Neil A. Morgan & Lopo Leotte Rego, 2006. "The Value of Different Customer Satisfaction and Loyalty Metrics in Predicting Business Performance," Marketing Science, INFORMS, vol. 25(5), pages 426-439, September.
    5. Loeb, Benjamin & Kockelman, Kara M., 2019. "Fleet performance and cost evaluation of a shared autonomous electric vehicle (SAEV) fleet: A case study for Austin, Texas," Transportation Research Part A: Policy and Practice, Elsevier, vol. 121(C), pages 374-385.
    6. Hyun-Jeong Ban & Hayeon Choi & Eun-Kyong Choi & Sanghyeop Lee & Hak-Seon Kim, 2019. "Investigating Key Attributes in Experience and Satisfaction of Hotel Customer Using Online Review Data," Sustainability, MDPI, vol. 11(23), pages 1-13, November.
    7. Gaviria-Marin, Magaly & Merigó, José M. & Baier-Fuentes, Hugo, 2019. "Knowledge management: A global examination based on bibliometric analysis," Technological Forecasting and Social Change, Elsevier, vol. 140(C), pages 194-220.
    8. Nees Jan Eck & Ludo Waltman, 2010. "Software survey: VOSviewer, a computer program for bibliometric mapping," Scientometrics, Springer;Akadémiai Kiadó, vol. 84(2), pages 523-538, August.
    9. Adib Bensalem & Vichara Kin, 2019. "A bibliometric analysis of reverse logistics from 1992 to 2017 [Une analyse bibliométrique de la reverse logistique depuis 1992 à 2017]," Post-Print hal-02124018, HAL.
    10. Francesco Fusco Girard, 2009. "Symbioses strategies for sustainable company management," International Journal of Sustainable Development, Inderscience Enterprises Ltd, vol. 12(2/3/4), pages 248-263.
    11. Shenle Pan & Vaggelis Giannikas & Yufei Han & Etta Grover-Silva & Bin Qiao, 2017. "Using Customer-related Data to Enhance E-grocery Home Delivery," Post-Print hal-01482901, HAL.
    12. Asad Ullah & Wang Aimin & Mansoora Ahmed, 2018. "Smart Automation, Customer Experience and Customer Engagement in Electric Vehicles," Sustainability, MDPI, vol. 10(5), pages 1-11, April.
    13. Roberto Chavez & Wantao Yu & Mengying Feng & Frank Wiengarten, 2016. "The Effect of Customer‐Centric Green Supply Chain Management on Operational Performance and Customer Satisfaction," Business Strategy and the Environment, Wiley Blackwell, vol. 25(3), pages 205-220, March.
    14. Lin Feng & Baoping Sun & Kai Wang & Sang-Bing Tsai, 2018. "An Empirical Study on the Design of Digital Content Products from a Big Data Perspective," Sustainability, MDPI, vol. 10(9), pages 1-21, August.
    15. Lars Bo Jeppesen & Karim R. Lakhani, 2010. "Marginality and Problem-Solving Effectiveness in Broadcast Search," Organization Science, INFORMS, vol. 21(5), pages 1016-1033, October.
    16. José M. Merigó & Claudio Muller & Nikunja Mohan Modak & Sigifredo Laengle, 2019. "Research in Production and Operations Management: A University-Based Bibliometric Analysis," Global Journal of Flexible Systems Management, Springer;Global Institute of Flexible Systems Management, vol. 20(1), pages 1-29, March.
    17. Ya‐Ching Lee, 2017. "Corporate Sustainable Development and Marketing Communications on Social Media: Fortune 500 Enterprises," Business Strategy and the Environment, Wiley Blackwell, vol. 26(5), pages 569-583, July.
    18. Henry Small, 1999. "Visualizing science by citation mapping," Journal of the American Society for Information Science, Association for Information Science & Technology, vol. 50(9), pages 799-813.
    19. Marco Melacini & Elena Tappia, 2018. "A Critical Comparison of Alternative Distribution Configurations in Omni-Channel Retailing in Terms of Cost and Greenhouse Gas Emissions," Sustainability, MDPI, vol. 10(2), pages 1-15, January.
    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. Ana Maria Corrales-Estrada & Loyda Lily Gómez-Santos & Cesar Augusto Bernal-Torres & Jaime Eric Rodriguez-López, 2021. "Sustainability and Resilience Organizational Capabilities to Enhance Business Continuity Management: A Literature Review," Sustainability, MDPI, vol. 13(15), pages 1-25, July.
    2. Hernita Hernita & Batara Surya & Iwan Perwira & Herminawaty Abubakar & Muhammad Idris, 2021. "Economic Business Sustainability and Strengthening Human Resource Capacity Based on Increasing the Productivity of Small and Medium Enterprises (SMEs) in Makassar City, Indonesia," Sustainability, MDPI, vol. 13(6), pages 1-36, March.

    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. Piñeiro-Chousa, Juan & López-Cabarcos, M. Ángeles & Romero-Castro, Noelia María & Pérez-Pico, Ada María, 2020. "Innovation, entrepreneurship and knowledge in the business scientific field: Mapping the research front," Journal of Business Research, Elsevier, vol. 115(C), pages 475-485.
    2. Gaviria-Marin, Magaly & Merigó, José M. & Baier-Fuentes, Hugo, 2019. "Knowledge management: A global examination based on bibliometric analysis," Technological Forecasting and Social Change, Elsevier, vol. 140(C), pages 194-220.
    3. Esther Prieto-Jiménez & Luis López-Catalán & Blanca López-Catalán & Guillermo Domínguez-Fernández, 2021. "Sustainable Development Goals and Education: A Bibliometric Mapping Analysis," Sustainability, MDPI, vol. 13(4), pages 1-20, February.
    4. Alaminos, David & Guillén-Pujadas, Miguel & Vizuete-Luciano, Emili & Merigó, José María, 2024. "What is going on with studies on financial speculation? Evidence from a bibliometric analysis," International Review of Economics & Finance, Elsevier, vol. 89(PB), pages 429-445.
    5. Vizuete-Luciano, Emili & Guillén-Pujadas, Miguel & Alaminos, David & Merigó-Lindahl, José María, 2023. "Taxi and urban mobility studies: A bibliometric analysis," Transport Policy, Elsevier, vol. 133(C), pages 144-155.
    6. Mas-Tur, Alicia & Roig-Tierno, Norat & Sarin, Shikhar & Haon, Christophe & Sego, Trina & Belkhouja, Mustapha & Porter, Alan & Merigó, José M., 2021. "Co-citation, bibliographic coupling and leading authors, institutions and countries in the 50 years of Technological Forecasting and Social Change," Technological Forecasting and Social Change, Elsevier, vol. 165(C).
    7. Shashi & Piera Centobelli & Roberto Cerchione & Amit Mittal, 2021. "Managing sustainability in luxury industry to pursue circular economy strategies," Business Strategy and the Environment, Wiley Blackwell, vol. 30(1), pages 432-462, January.
    8. Manuel Castriotta & Michela Loi & Elona Marku & Luca Naitana, 2019. "What’s in a name? Exploring the conceptual structure of emerging organizations," Scientometrics, Springer;Akadémiai Kiadó, vol. 118(2), pages 407-437, February.
    9. Forliano, Canio & De Bernardi, Paola & Yahiaoui, Dorra, 2021. "Entrepreneurial universities: A bibliometric analysis within the business and management domains," Technological Forecasting and Social Change, Elsevier, vol. 165(C).
    10. María Pinto & Rosaura Fernández-Pascual & David Caballero-Mariscal & Dora Sales, 2020. "Information literacy trends in higher education (2006–2019): visualizing the emerging field of mobile information literacy," Scientometrics, Springer;Akadémiai Kiadó, vol. 124(2), pages 1479-1510, August.
    11. Giovanni Matteo & Pierfrancesco Nardi & Stefano Grego & Caterina Guidi, 2018. "Bibliometric analysis of Climate Change Vulnerability Assessment research," Environment Systems and Decisions, Springer, vol. 38(4), pages 508-516, December.
    12. Gallego-Losada, María-Jesús & Montero-Navarro, Antonio & García-Abajo, Elisa & Gallego-Losada, Rocío, 2023. "Digital financial inclusion. Visualizing the academic literature," Research in International Business and Finance, Elsevier, vol. 64(C).
    13. Ming Tang & Huchang Liao & Zhengjun Wan & Enrique Herrera-Viedma & Marc A. Rosen, 2018. "Ten Years of Sustainability (2009 to 2018): A Bibliometric Overview," Sustainability, MDPI, vol. 10(5), pages 1-21, May.
    14. Reza Naghizadeh & Shaban Elahi & Manoochehr Manteghi & Sepehr Ghazinoory & Marina Ranga, 2015. "Through the magnifying glass: an analysis of regional innovation models based on co-word and meta-synthesis methods," Quality & Quantity: International Journal of Methodology, Springer, vol. 49(6), pages 2481-2505, November.
    15. Sauermann, Henry & Vohland, Katrin & Antoniou, Vyron & Balázs, Bálint & Göbel, Claudia & Karatzas, Kostas & Mooney, Peter & Perelló, Josep & Ponti, Marisa & Samson, Roeland & Winter, Silvia, 2020. "Citizen science and sustainability transitions," Research Policy, Elsevier, vol. 49(5).
    16. Pan Zhang & Yongjun Du & Sijie Han & Qingan Qiu, 2022. "Global Progress in Oil and Gas Well Research Using Bibliometric Analysis Based on VOSviewer and CiteSpace," Energies, MDPI, vol. 15(15), pages 1-27, July.
    17. Weisheng Chiu & Thomas Chun Man Fan & Sang-Back Nam & Ping-Hung Sun, 2021. "Knowledge Mapping and Sustainable Development of eSports Research: A Bibliometric and Visualized Analysis," Sustainability, MDPI, vol. 13(18), pages 1-17, September.
    18. Gallego-Losada, Rocío & Montero-Navarro, Antonio & Rodríguez-Sánchez, José-Luis & González-Torres, Thais, 2022. "Retirement planning and financial literacy, at the crossroads. A bibliometric analysis," Finance Research Letters, Elsevier, vol. 44(C).
    19. Magdalena Mucowska, 2021. "Trends of Environmentally Sustainable Solutions of Urban Last-Mile Deliveries on the E-Commerce Market—A Literature Review," Sustainability, MDPI, vol. 13(11), pages 1-26, May.
    20. Andrzej Lis & Agata Sudolska & Mateusz Tomanek, 2020. "Mapping Research on Sustainable Supply-Chain Management," Sustainability, MDPI, vol. 12(10), pages 1-26, May.

    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:gam:jsusta:v:12:y:2020:i:19:p:7908-:d:418676. 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: MDPI Indexing Manager (email available below). General contact details of provider: https://www.mdpi.com .

    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.