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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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Main Authors: Lee, Corrinne Mei Jyin, Che Ha, Norbani, Alwi, Sharifah Faridah Syed
Format: Article
Published: Elsevier Science Inc 2021
Subjects:
HC Economic History and Conditions
Business
Online Access:http://eprints.um.edu.my/27599/
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spelling my.um.eprints.275992022-06-10T07:21:03Z http://eprints.um.edu.my/27599/ Service customer orientation and social sustainability: The case of small medium enterprises Lee, Corrinne Mei Jyin Che Ha, Norbani Alwi, Sharifah Faridah Syed HC Economic History and Conditions Business 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. Elsevier Science Inc 2021-01 Article PeerReviewed Lee, Corrinne Mei Jyin and Che Ha, Norbani and Alwi, Sharifah Faridah Syed (2021) Service customer orientation and social sustainability: The case of small medium enterprises. Journal of Business Research, 122. pp. 751-760. ISSN 0148-2963, DOI https://doi.org/10.1016/j.jbusres.2019.12.048 <https://doi.org/10.1016/j.jbusres.2019.12.048>. 10.1016/j.jbusres.2019.12.048
institution Universiti Malaya
building UM Library
collection Institutional Repository
continent Asia
country Malaysia
content_provider Universiti Malaya
content_source UM Research Repository
url_provider http://eprints.um.edu.my/
topic HC Economic History and Conditions
Business
spellingShingle HC Economic History and Conditions
Business
Lee, Corrinne Mei Jyin
Che Ha, Norbani
Alwi, Sharifah Faridah Syed
Service customer orientation and social sustainability: The case of small medium enterprises
description 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.
format Article
author Lee, Corrinne Mei Jyin
Che Ha, Norbani
Alwi, Sharifah Faridah Syed
author_facet Lee, Corrinne Mei Jyin
Che Ha, Norbani
Alwi, Sharifah Faridah Syed
author_sort Lee, Corrinne Mei Jyin
title Service customer orientation and social sustainability: The case of small medium enterprises
title_short Service customer orientation and social sustainability: The case of small medium enterprises
title_full Service customer orientation and social sustainability: The case of small medium enterprises
title_fullStr Service customer orientation and social sustainability: The case of small medium enterprises
title_full_unstemmed Service customer orientation and social sustainability: The case of small medium enterprises
title_sort service customer orientation and social sustainability: the case of small medium enterprises
publisher Elsevier Science Inc
publishDate 2021
url http://eprints.um.edu.my/27599/
_version_ 1735570295597563904
score 13.211869

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