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Sustainable Customer Experience: Bridging Theory and Practice

In: The Synergy of Business Theory and Practice

Author

Listed:
  • Paola Signori

    (University of Verona)

  • Irene Gozzo

    (University of Verona)

  • Daniel J. Flint

    (University of Tennessee)

  • Tyler Milfeld

    (University of Tennessee)

  • Bridget Satinover Nichols

    (Northern Kentucky University)

Abstract

Sustainability and Customer Experience have been extensively developed independently in many countries by many researchers. Today, a new link is emerging between the two, yet it lacks a theoretical foundation. This chapter aims to highlight connections and gaps on which to build the new definition and framework of Sustainable Customer Experience (SCE). On the managerial side, this research is discovering that there are many initiatives applied by sustainable enterprises with the scope of stimulating an SCE. However, practitioners could understand that there are many other touch points where to improve their sustainable actions. To develop this chapter, we adopt a three-step research design: the first one is a structured literature review; the second is an analysis of 20 case studies; the third involves a customer-focused experiment.

Suggested Citation

  • Paola Signori & Irene Gozzo & Daniel J. Flint & Tyler Milfeld & Bridget Satinover Nichols, 2019. "Sustainable Customer Experience: Bridging Theory and Practice," Palgrave Studies in Cross-disciplinary Business Research, In Association with EuroMed Academy of Business, in: Alkis Thrassou & Demetris Vrontis & Yaakov Weber & S. M. Riad Shams & Evangelos Tsoukatos (ed.), The Synergy of Business Theory and Practice, chapter 7, pages 131-174, Palgrave Macmillan.
    • Handle: RePEc:pal:pscchp:978-3-030-17523-8_7
    DOI: 10.1007/978-3-030-17523-8_7
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