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http://bura.brunel.ac.uk/handle/2438/19910
Title: | Service customer orientation and social sustainability: The case of small and medium enterprises |
Authors: | Mei Jyin, CL CheHa, N Alwi, SFS |
Keywords: | Social sustainability;Service customer orientation;Resource-based view (RBV);employee outcomes;customer outcomes |
Issue Date: | 31-Jan-2020 |
Publisher: | Elsevier |
Citation: | Mei Jyin, C.L., CheHa, N. and Alwi, S.F.S. (2021) 'Service customer orientation and social sustainability: The case of small medium enterprises', Journal of Business Research, 122, pp. 751 - 760. doi: 10.1016/j.jbusres.2019.12.048. |
Abstract: | 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. |
URI: | https://bura.brunel.ac.uk/handle/2438/19910 |
DOI: | https://doi.org/10.1016/j.jbusres.2019.12.048 |
ISSN: | 0148-2963 |
Appears in Collections: | Brunel Business School Research Papers |
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