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<p>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.</p>

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

  • 期刊论文

  • 出版模式：

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  • 发表日期：

    2025年2月16日

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  • Antonio Marín-García,
  • Irene Gil-Saura,
  • María Eugenia Ruiz-Molina,
  • Mihaela Simona Moise

摘要

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.