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

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  • Lee, Corrinne Mei Jyin
  • Che-Ha, Norbani
  • Syed Alwi, Sharifah Faridah

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.

Suggested Citation

  • Lee, Corrinne Mei Jyin & Che-Ha, Norbani & Syed Alwi, Sharifah Faridah, 2021. "Service customer orientation and social sustainability: The case of small medium enterprises," Journal of Business Research, Elsevier, vol. 122(C), pages 751-760.
    • Handle: RePEc:eee:jbrese:v:122:y:2021:i:c:p:751-760
    DOI: 10.1016/j.jbusres.2019.12.048
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    14. Wang, Zankai & Le, Thanh Tiep, 2022. "The COVID-19 pandemic’s effects on SMEs and travel agencies: The critical role of corporate social responsibility," Economic Analysis and Policy, Elsevier, vol. 76(C), pages 46-58.
    15. Rakshit, Sandip & Mondal, Sandeep & Islam, Nazrul & Jasimuddin, Sajjad & Zhang, Zuopeng, 2021. "Social media and the new product development during COVID-19: An integrated model for SMEs," Technological Forecasting and Social Change, Elsevier, vol. 170(C).
    16. Zia Ullah & Susana Álvarez-Otero & Mohammed Ali Bait Ali Sulaiman & Muhammad Safdar Sial & Naveed Ahmad & Miklas Scholz & Khaoula Omhand, 2021. "Achieving Organizational Social Sustainability through Electronic Performance Appraisal Systems: The Moderating Influence of Transformational Leadership," Sustainability, MDPI, vol. 13(10), pages 1-14, May.
    17. Villegas Pinuer, Francisco & Valenzuela Fernández, Leslier & Llonch Andreu, Joan & López Belbeze, Pilar, 2022. "Environmental sustainability and their factors in SMEs: A multiple case study of Spain and Chile," Cuadernos de Gestión, Universidad del País Vasco - Instituto de Economía Aplicada a la Empresa (IEAE).
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