IDEAS home Printed from https://ideas.repec.org/a/gam/jsusta/v16y2024i12p4924-d1411242.html
   My bibliography  Save this article

How and When Does Engaging Customers in Environmental Sustainability Pay Off? The Role of Business Strategy

Author

Listed:
  • Mohammed Aldossary

    (Management Department, College of Business Administration, King Faisal University, Al-Ahsa 31982, Saudi Arabia)

  • Mansour Alyahya

    (Management Department, College of Business Administration, King Faisal University, Al-Ahsa 31982, Saudi Arabia)

  • Gomaa Agag

    (Nottingham Business School, Nottingham Trent University, Nottingham NG11 8NS, UK
    Marketing Department, Faculty of Commerce, University of Sadat City, Sadat City 32897, Egypt)

Abstract

This study explores the influence of consumer engagement for sustainability purposes on customer satisfaction and firm performance. Our study utilized unique actual data on the study variables to test these relationships in the context of S&P 500 firms. We collected data from 405 firms from 2013 to 2022. The analysis revealed that customer engagement is positively related to firm performance and customer satisfaction. The OLS approach demonstrated that a one-unit increase in CE resulted in an 8.1% improvement in company value and a 4.7% improvement in customer satisfaction. It also revealed that the relationship between customer engagement and firm performance is stronger when the company integrates climate change into their strategies. These findings offer meaningful implications for theory and practice in the context of sustainability.

Suggested Citation

  • Mohammed Aldossary & Mansour Alyahya & Gomaa Agag, 2024. "How and When Does Engaging Customers in Environmental Sustainability Pay Off? The Role of Business Strategy," Sustainability, MDPI, vol. 16(12), pages 1-15, June.
    • Handle: RePEc:gam:jsusta:v:16:y:2024:i:12:p:4924-:d:1411242
    as

    Download full text from publisher

    File URL: https://www.mdpi.com/2071-1050/16/12/4924/pdf
    Download Restriction: no
    File URL: https://www.mdpi.com/2071-1050/16/12/4924/
    Download Restriction: no
    ---><---

    References listed on IDEAS

    as
    1. Thomas P. Lyon & Magali Delmas & John W. Maxwell & Pratima Bansal & Mireille Chiroleu-Assouline & Patricia Crifo & Rodophe Durand & Jean-Pascal Gond & Andrew King & Michael Lenox & Michael Toffel & Da, 2018. "CSR Needs CPR: Corporate Sustainability and Politics," Post-Print halshs-01846042, HAL.
    2. Antony Paulraj & Injazz J. Chen & Constantin Blome, 2017. "Motives and Performance Outcomes of Sustainable Supply Chain Management Practices: A Multi-theoretical Perspective," Journal of Business Ethics, Springer, vol. 145(2), pages 239-258, October.
    3. 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.
    4. Evangeline O. Elijido-Ten & Peter Clarkson, 2019. "Going Beyond Climate Change Risk Management: Insights from the World’s Largest Most Sustainable Corporations," Journal of Business Ethics, Springer, vol. 157(4), pages 1067-1089, July.
    5. Katrina Lintukangas & Heli Arminen & Anni-Kaisa Kähkönen & Elina Karttunen, 2023. "Determinants of Supply Chain Engagement in Carbon Management," Journal of Business Ethics, Springer, vol. 186(1), pages 87-104, August.
    6. Forest L. Reinhardt & Robert N. Stavins & Richard H. K. Vietor, 2008. "Corporate Social Responsibility Through an Economic Lens," Review of Environmental Economics and Policy, Association of Environmental and Resource Economists, vol. 2(2), pages 219-239, Summer.
    7. Sander F. M. Beckers & Jenny Doorn & Peter C. Verhoef, 2018. "Good, better, engaged? The effect of company-initiated customer engagement behavior on shareholder value," Journal of the Academy of Marketing Science, Springer, vol. 46(3), pages 366-383, May.
    8. David Detomasi, 2015. "The Multinational Corporation as a Political Actor: ‘Varieties of Capitalism’ Revisited," Journal of Business Ethics, Springer, vol. 128(3), pages 685-700, May.
    9. Chonnikarn (Fern) Jira & Michael W. Toffel, 2013. "Engaging Supply Chains in Climate Change," Manufacturing & Service Operations Management, INFORMS, vol. 15(4), pages 559-577, October.
    10. Pucci, Tommaso & Casprini, Elena & Galati, Antonino & Zanni, Lorenzo, 2020. "The virtuous cycle of stakeholder engagement in developing a sustainability culture: Salcheto winery," Journal of Business Research, Elsevier, vol. 119(C), pages 364-376.
    11. Kathleen M. Eisenhardt, 1985. "Control: Organizational and Economic Approaches," Management Science, INFORMS, vol. 31(2), pages 134-149, February.
    Full references (including those not matched with items on IDEAS)

    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. Katrina Lintukangas & Heli Arminen & Anni-Kaisa Kähkönen & Elina Karttunen, 2023. "Determinants of Supply Chain Engagement in Carbon Management," Journal of Business Ethics, Springer, vol. 186(1), pages 87-104, August.
    2. Ching‐Hsun Chang, 2019. "Do green motives influence green product innovation? The mediating role of green value co‐creation," Corporate Social Responsibility and Environmental Management, John Wiley & Sons, vol. 26(2), pages 330-340, March.
    3. Fernando Santini & Wagner Junior Ladeira & Diego Costa Pinto & Márcia Maurer Herter & Claudio Hoffmann Sampaio & Barry J. Babin, 2020. "Customer engagement in social media: a framework and meta-analysis," Journal of the Academy of Marketing Science, Springer, vol. 48(6), pages 1211-1228, November.
    4. Markus Mayer & Markus Voeth, 2022. "Improving negotiation success in B2B sales organizations: is structured negotiation management a success factor?," Journal of Business Economics, Springer, vol. 92(2), pages 163-196, February.
    5. Caroline Flammer & Michael W. Toffel & Kala Viswanathan, 2021. "Shareholder activism and firms' voluntary disclosure of climate change risks," Strategic Management Journal, Wiley Blackwell, vol. 42(10), pages 1850-1879, October.
    6. Minguez, Ana & Javier Sese, F., 2022. "Why do you want a relationship, anyway? Consent to receive marketing communications and donors’ willingness to engage with nonprofits," Journal of Business Research, Elsevier, vol. 148(C), pages 356-367.
    7. Bikki Jaggi & Alessandra Allini & Riccardo Macchioni & Annamaria Zampella, 2018. "Do investors find carbon information useful? Evidence from Italian firms," Review of Quantitative Finance and Accounting, Springer, vol. 50(4), pages 1031-1056, May.
    8. Alexandra Rausch & Alexander Brauneis, 2015. "It’s about how the task is set: the inclusion–exclusion effect and accountability in preprocessing management information," Central European Journal of Operations Research, Springer;Slovak Society for Operations Research;Hungarian Operational Research Society;Czech Society for Operations Research;Österr. Gesellschaft für Operations Research (ÖGOR);Slovenian Society Informatika - Section for Operational Research;Croatian Operational Research Society, vol. 23(2), pages 313-344, June.
    9. Zdravka Tzankova, 2021. "Can private governance boost public policy? Insights from public–private governance interactions in the fisheries and electricity sectors," Regulation & Governance, John Wiley & Sons, vol. 15(4), pages 1248-1269, October.
    10. Olivier Boiral & Marie‐Christine Brotherton & Léo Rivaud & David Talbot, 2022. "Comparing the uncomparable? An investigation of car manufacturers' climate performance," Business Strategy and the Environment, Wiley Blackwell, vol. 31(5), pages 2213-2229, July.
    11. Mei, Maggie Qiuzhu & Wang, Le & Yan, Jie, 2023. "Maintaining product quality consistency when offshoring to emerging markets: The role of subsidiary control," Journal of International Management, Elsevier, vol. 29(1).
    12. Harmancioglu, Nukhet & Grinstein, Amir & Goldman, Arieh, 2010. "Innovation and performance outcomes of market information collection efforts: The role of top management team involvement," International Journal of Research in Marketing, Elsevier, vol. 27(1), pages 33-43.
    13. Manolis, Chris & Nygaard, Arne & Stillerud, Bård, 1997. "Uncertainty and vertical control: An international investigation," International Business Review, Elsevier, vol. 6(5), pages 501-518, October.
    14. 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.
    15. Davis-Sramek, Beth & Robinson, Jessica L. & Darby, Jessica L. & Thomas, Rodney W., 2020. "Exploring the differential roles of environmental and social sustainability in carrier selection decisions," International Journal of Production Economics, Elsevier, vol. 227(C).
    16. Emil Inauen & Katja Rost & Margit Osterloh & Bruno S. Frey, 2010. "Back to the Future –A Monastic Perspective on Corporate Governance," management revue - Socio-Economic Studies, Nomos Verlagsgesellschaft mbH & Co. KG, vol. 21(1), pages 38-59.
    17. Francesco Gangi & Antonio Meles & Eugenio D'Angelo & Lucia Michela Daniele, 2019. "Sustainable development and corporate governance in the financial system: Are environmentally friendly banks less risky?," Corporate Social Responsibility and Environmental Management, John Wiley & Sons, vol. 26(3), pages 529-547, May.
    18. de Camargo Fiorini, Paula & Roman Pais Seles, Bruno Michel & Chiappetta Jabbour, Charbel Jose & Barberio Mariano, Enzo & de Sousa Jabbour, Ana Beatriz Lopes, 2018. "Management theory and big data literature: From a review to a research agenda," International Journal of Information Management, Elsevier, vol. 43(C), pages 112-129.
    19. Yeung, Matthew C.H. & Ramasamy, Bala & Chen, Junsong & Paliwoda, Stan, 2013. "Customer satisfaction and consumer expenditure in selected European countries," International Journal of Research in Marketing, Elsevier, vol. 30(4), pages 406-416.
    20. Jonas Meckling & Jesse Strecker, 2023. "Green bargains: leveraging public investment to advance climate regulation," Climate Policy, Taylor & Francis Journals, vol. 23(4), pages 418-429, April.

    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:16:y:2024:i:12:p:4924-:d:1411242. 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.