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Effects of the industry format on sustainability-oriented service innovation, relationship value, and firm performance

Author

Listed:
  • Antonio Marín-García

    (University of Valencia)

  • Irene Gil-Saura

    (POLIBIENESTAR, University of Valencia)

  • María Eugenia Ruiz-Molina

    (POLIBIENESTAR, University of Valencia)

  • Mihaela Simona Moise

    (University of Valencia)

Abstract

This paper explores the impact of the sustainability-oriented service innovation (SOSI) construct on relationship value and organizational performance in the service sectors from the business’ perspective. In order to achieve this goal, a theoretical model based on the literature is proposed through an empirical study carried out on a sample of 450 managers and supervisors of retail establishments and hotels. Findings support the critical role of SOSI in enhancing relationship value and driving economic and non-economic benefits. Significant industry-specific differences are revealed, offering valuable insights for managers to design effective, sustainability-aligned customer communication and value creation strategies.

Suggested Citation

  • Antonio Marín-García & Irene Gil-Saura & María Eugenia Ruiz-Molina & Mihaela Simona Moise, 2025. "Effects of the industry format on sustainability-oriented service innovation, relationship value, and firm performance," Service Business, Springer;Pan-Pacific Business Association, vol. 19(1), pages 1-27, March.
    • Handle: RePEc:spr:svcbiz:v:19:y:2025:i:1:d:10.1007_s11628-025-00581-7
    DOI: 10.1007/s11628-025-00581-7
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