Sustainability-oriented commerce innovation: How does it influence consumer satisfaction?
International Journal of Retail & Distribution Management
ISSN: 0959-0552
Article publication date: 27 June 2023
Issue publication date: 1 December 2023
Abstract
Purpose
Innovation and sustainability are two key factors for retailers seeking a competitive advantage. However, the way in which the joint effect of both of these variables impacts consumer satisfaction is still unknown. To address this gap, based on the concept of sustainability-oriented service innovation (SOSI), the authors introduce a new construct named sustainability-oriented commerce innovation (SOCI) in the context of the retail sector.
Design/methodology/approach
The relationships between the variables defined in this research were examined using a structural equations model for 510 customers of grocery retail establishments.
Findings
The authors find support for a direct positive impact of SOCI on customer satisfaction and an indirect impact through store equity. These chained effects are modified according to the client participation in the development of sustainable and innovative initiatives.
Originality/value
This research analyses the joint effect of innovation and sustainability in the retail context by introducing a new concept – SOCI – and a scale for its measurement whose psychometric properties are validated.
Keywords
Acknowledgements
This research has been developed within the framework of the project Grant PID2020-112660RB-I00 Funded by MCIN/AEI/10.13039/501100011033 and the consolidated research group AICO/2021/144 funded by the Conselleria d’Innovaciò, Universitats, Ciéncia i Societat Digital of the Generalitat Valenciana.
Citation
Gil-Saura, I., Ruiz-Molina, M.-E., Marín-García, A. and Michel, G. (2023), "Sustainability-oriented commerce innovation: How does it influence consumer satisfaction?", International Journal of Retail & Distribution Management, Vol. 51 No. 11, pp. 1477-1496. https://doi.org/10.1108/IJRDM-07-2022-0267
Publisher
:Emerald Publishing Limited
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