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Designing and developing responsible business practices can create various tensions for service organizations. The purpose of this research is to develop a deeper understanding of the relationship between customer engagement (CE) and responsible business practices (e.g. environmental, social and/or governance [ESG], corporate social responsibility [CSR] and diversity, equity, and inclusion [DEI]) and explore customer engagement tensions that service organizations may face.

This research develops a list of CE-related responsible business practice tensions and empirically explores their relevance through in-depth interviews with nine ESG professionals.

This paper makes three important contributions. First, we find support for nine distinct but related tensions with implications for CE that organizations must navigate when pursuing responsible business practices. Second, interview participants provide some suggestions for tackling these tensions, which we support with relevant theories. Finally, we develop a conceptual framework that may stimulate future service research and inform the implementation of ESG strategies.

To the best of the authors’ knowledge, this research is the first to conceptualize and empirically explore the tensions that emerge between responsible business practices and CE. The authors develop a novel analysis of the CE-related tensions that emerge when pursuing an ESG strategy.

The findings are based on a small sample of ESG professionals. Future research may take a quantitative approach to further evaluate the role that these tensions play in engaging customers.

This research provides a conceptual framework that may guide ESG professionals in understanding, framing and navigating CE-related tensions when pursuing responsible business practices.

A social benefit may be found when service organizations are better able to successfully navigate CE-related tensions when pursuing responsible business practices.

This study adopted the collaborative consumption triangle to explore the influence of online food delivery platforms (OFDP) on consumer purchase intentions. It investigates the effects of restaurants' corporate social responsibility (CSR) practices, individuals' food neophilic tendencies (FNT), and platforms' perceived benefits on purchase intention within OFDP. Furthermore, the study analyses differences in consumers' pro-environmental behaviour (PEB) on OFDP.

The 497 participants conducted a web-based self-completion survey, using structural equation modelling to analyse the path structure of consumer purchasing intention. Furthermore, differences in PEB among OFDP consumers were compared through multigroup analysis.

The findings indicate that CSR influences the perceived value of sustainability and that the perceived value of sustainability influences purchase intention. Additionally, the influence of the perceived value of sustainability on purchase intention is more pronounced among consumers with low PEB compared to those with high PEB.

The findings may not be generalisable to other countries due to cultural differences, CSR policies, and strategies for promoting sustainable development.

The study provides valuable contributions related to (1) restaurants increasing their revenue and meeting their long-term sustainable development goals; (2) providing reusable containers policy and reusable containers policy and category tags for restaurants within OFDP.

This study is a pioneering work examining factors influencing purchase intentions within OFDP from the tripartite collaborative consumption perspective post-COVID-19 and focuses on the differences in PEB concerning OFDP.

Individuals generate plenty of waste that is affecting the life while consumption of air and water at the base. The increasing industrialization, population and waste generation without proper measures of waste management are leading to major challenges to environmental sustainability. Considering these challenges, the present study focuses on the types and sources of waste generation and waste reduction by encouraging the reduction, recycling and reuse of waste products. The study aims to provide a well-functioning sustainable waste management system, that incorporates feedback loops, focuses on processes, embodies adaptability and diverts waste from disposal.

The university under study is situated at the central location of Pune City in India. The university has diverse units like academic and admin buildings, canteens and mess, hostels, a clinic, workshops and gardens. To fulfil the objective of this study a qualitative case study approach of research was adopted. A total of thirty-three representatives and waste management personnel from various units of the university were interviewed. The interviews were semi-structured and the duration of it was around 25–55 min. The interview transcripts were coded, and qualitative analysis was conducted.

This study proposes a strategic sustainable waste management model for environmental sustainability that brings circularity by closing the loops and focusing on sustainable development goals.

The findings of this research can guide universities to manage the waste generated through various sources and attain sustainable development goals and environmental sustainability at large by closing the loops. The study provides insights into waste management and environmental sustainability. The universities can make their resources more circular by following the strategies of reducing, reusing and recycling (3R). This study recommends customization according to the needs of specific universities and institutions. Researchers can take this study further by testing and customizing it as per requirement. Also, an effort can be extended to implement the model in other related areas.

This research is a unique attempt to advance knowledge of waste management practices for sustainable development by exploring different techniques opted by for individual entities from the university campus to understand the environmental impact.

This paper aims at understanding the differences between user profiles in collaborative consumption (CC) platforms in order to improve their management approaches and set up customized strategies. Particularly, the authors investigate the emerging role of prosumers and their influence on the active participation and growth of CC platforms. Moreover, the authors study user experience to help promoting users' recommendation and offering intention.

The sample includes responses from 6,388 users of CC platforms across the EU. The data were collected through the European Commission's Flash Eurobarometer survey 467 and analyzed through a partial least squares structural equation modeling (PLS-SEM) and a fuzzy set qualitative comparative analysis (fsQCA).

The PLS-SEM findings suggest that prosumers are more likely than consumers to recommend and offer services through CC platforms. Furthermore, previous experience using platforms positively affects the switch from consumers to prosumers. The fsQCA suggests that only economic advantages affect the switchover decision.

This study deepens the hitherto unexplored prosumer role in CC platforms and its antecedents and drivers.

The main limitations concern the generalizability outside of the EU, the unbalanced coverage of sectors and the number of moderator variables.

Prosumers act as golden actors because they contribute to enlarge both the customer base (through recommendations) and the provider base (through offering intention). Hence, managers should focus on prosumers' experiences to increase the critical mass and positive externalities of CC platforms.

This study helps understand the importance of the role of prosumers in the growth of CC platforms. The study provides more robust results through a cross-country and mixed-method research.

The present study aims to inform the requirements for developing a sustainable rating tool for small-scale infrastructure projects (SSIPs) through research findings.

A review-based comparative study of existing infrastructure sustainability (IS) rating tools for assessment of SSIPs is presented. Key stakeholder participants of the existing IS rating tools, are interviewed to identify existing barriers and requirements for sustainability rating. The study further presents possible rating tool options to optimise the sustainable performance evaluation of SSIPs.

Findings of this study indicated that prevalent IS rating tools are majorly applied to large-scale infrastructure projects and sustainability of SSIPs are seldom assessed. Based on a literature review and series of interviews, it was found that user friendliness, efficient structure, training and technical support, cost effectiveness and stakeholder recognition are the five key requirements of a sustainability rating tool for SSIPs. Additionally, six sustainability assessment options were proposed for SSIPs which range from pathways for existing tools through to new, customisable tools. Upon comparison, a new modified tool with verification process and revised tool with defined grouping of sustainable criteria was more effective for evaluation of SSIPs.

Use of case specific information for validation and framework development may lack generalisation. However, methodology can be used for future decision-making by making necessary adjustments to suit different local regional requirements.

Despite lack of generalisation, the findings can lead to future general studies on sustainability of SSIPs. Findings of the study provide foundation knowledge and awareness for sustainability evaluation of SSIPs.

The main aim of this study is to review different aspects of Industry 5.0 (I5.0) along with Kaizen measures to foster this novel aspect of industrial sustainability. The study makes a comprehensive study to explore the implementation status of I5.0 in industries, key technologies, adoption level in different nations and barriers to I5.0 adoption together with mitigation actions.

To do a systematic study of the literature, the authors have used preferred reporting items for systematic reviews and meta-analysis (PRISMA) methodology to extract articles related to the field of the study.

It has been found that academic literature on the I5.0 is continuously growing as the wheel of time is running. Most of the studies on I5.0 are conceptual-based, and manufacturing and medical industries are the flag bearer in the adoption of this novel aspect. Further, due to I5.0's infancy, many organizations face difficulty to adopt the same due to financial burden, resistive nature, a well-designed standard for cyber-physical systems (CPS) and an effective mechanism for human–robot collaboration. Further studies also provide avenues for future research in terms of the identification of collaborative mechanisms between machines and wells, the establishment of different standards for comparison and the development of I5.0-enabled models for different industrial domains.

The study is the first of its kind that reviews different facets of I5.0in conjunction with Kaizen's measures and application areas and provides avenues for future research to improve an organization's environmental and social sustainability.

The intensity of carbon emissions has led to the serious problem of global warming, and the consequences in terms of climatic disasters are gaining increasing attention worldwide. As the energy sector is responsible for most global emissions, developing clean energy is crucial to combat climate change. This study aims to examine the relationship between corporate governance and renewable energy (RE) consumption and explore the interaction between RE production and RE use.

The study adopts an econometric framework of a panel model, followed by the robustness check using alternative methods, including logit regressions. The bivariate probit model is used to analyze the interaction between the decision to use and the decision to produce RE. The analysis is based on a sample of 3,896 firms covering 45 countries worldwide.

The results reveal that appropriate governance mechanisms positively impact RE consumption. These include the existence of a sustainability committee; environmental, social and governance-based compensation policy; financial performance-based compensation; sustainability external audit; transparency; board gender diversity; and board independence. Firms with appropriate governance mechanisms are more likely to produce and use RE than others. Finally, while RE use positively impacts firm value and environmental performance, the authors find no significant effect on current profitability.

This study goes beyond previous research by exploring the impact of multiple governance mechanisms. To the best of the authors’ knowledge, this is also the first study examining the relationship between RE use and firm value. Overall, the findings suggest that RE transition requires, first of all, establishing appropriate governance mechanisms within companies.

By focusing on Sustainable Development Goal 12 (SDG 12) and tourism automation, this perspective paper aims to investigate how tourism and automation will work to create a world in which tourism has more sustainable production and consumption patterns.

This perspective paper reviews the past developments of automation in tourism in the context of sustainable production and consumption patterns, the lessons learned from the COVID-19 pandemic and looks at the future of tourism and how automation will help it be more sustainable in terms of consumption and production patterns.

The insights from this analysis suggest that automation technologies will play a major role in both the supply and demand sides of the tourism and hospitality industry, encouraging increased tourism sustainability. While automation technologies will have the greatest impact on the supply side in the near future, as such technologies will be used to minimise waste and energy usage, creating large gains for environmental protection, the technologies will also benefit responsible consumption. Big data and analytical technologies will work in ways to ensure that consumers are nudged into consumer practices that are increasingly sustainable.

This perspective paper synthesises the literature on the subjects, namely, automation and SDG 12 in tourism, and points to important new future research agenda. This is one of the first papers in tourism to blend automation and SDG 12 literature to shed light on the use of automation in sustainable consumption and production in tourism.

通过聚焦于可持续发展目标12和旅游自动化, 本前瞻性文章旨在探讨旅游业和自动化如何共同创造一个让旅游产业拥有更可持续的生产和消费模式的世界。

本文回顾了旅游自动化在可持续生产和消费模式背景下的发展, 从COVID-19大流行中学到的教训, 并展望旅游业的未来以及自动化如何帮助其在消费和生产模式方面变得更加可持续。

根据分析, 自动化技术将在旅游和酒店业的供求两侧发挥重要作用, 促进旅游业的可持续性发展。虽然自动化技术在近期内将对供应侧产生最大影响, 因为这些技术将被用来最小化废物和能源使用, 为环境保护创造巨大收益, 但这些技术也将惠及负责任消费。大数据和分析技术将以确保消费者被引导向越来越可持续的消费实践。

本前瞻性论文综合了关于旅游中的自动化和可持续发展目标12的文献, 并指出了重要的新的未来研究议程。这是旅游业中第一批结合自动化和可持终发展目标12文献以阐明旅游中可持续消费和生产的自动化使用的论文之一。

Al centrarse en el ODS12 y la automatización del turismo, este artículo de perspectiva pretende investigar cómo el turismo y la automatización trabajarán para crear un mundo en el que el turismo tenga unos patrones de producción y consumo más sostenibles.

Este artículo de perspectiva revisa los desarrollos pasados de la automatización en el turismo en el contexto de los patrones de producción y consumo sostenibles, las lecciones aprendidas de la pandemia COVID-19, y examina el futuro del turismo y cómo la automatización le ayudará a ser más sostenible en términos de patrones de consumo y producción.

Las conclusiones de este análisis sugieren que las tecnologías de automatización desempeñarán un papel importante tanto en la oferta como en la demanda de la industria del turismo y la hotelería, fomentando una mayor sostenibilidad del turismo. Mientras que las tecnologías de automatización tendrán el mayor impacto en el lado de la oferta en un futuro próximo, ya que dichas tecnologías se utilizarán para minimizar los residuos y el uso de energía, creando grandes ganancias para la protección del medio ambiente, las tecnologías también beneficiarán al consumo responsable. Los macrodatos y las tecnologías analíticas funcionarán de manera que se incite a los consumidores a adoptar prácticas de consumo cada vez más sostenibles.

Este documento de perspectiva sintetiza la bibliografía sobre los temas, a saber, la automatización y el ODS12 en el turismo, y apunta a una nueva e importante agenda de investigación futura. Se trata de uno de los primeros trabajos sobre turismo que combina la literatura sobre automatización y ODS12 para arrojar luz sobre el uso de la automatización en el consumo y la producción sostenibles en el turismo.

The Gulf Cooperation Council (GCC) of countries has some of the highest electricity consumptions and carbon dioxide emissions per capita in the world. This poses a direct challenge to the GCC government’s ability to meet their CO₂ reduction targets. In this review paper the current household electricity consumption situation in the GCC is reviewed.

Three scenarios for reducing energy consumption and CO₂ emissions are proposed and evaluated using strengths, weaknesses, opportunities and threats (SWOT) as well as the political, economic, social, technical, legal and environmental (PESTLE) frameworks.

The first scenario found that using solar Photovoltaic (PV) or hybrid solar PV and wind system to power household lighting could save significant amounts of energy, based on lighting making up between 8% to 30% of electricity consumption in GCC households. The second scenario considers replacement of conventional appliances with energy-efficient ones that use around 20% less energy. The third scenario looks at influencing consumer behavior towards sustainable energy consumption.

Pilot trials of these scenarios are recommended for a number of households. Then the results and feedback could be used to launch the schemes GCC-wide.

The proposed scenarios are designed to encourage responsible electricity consumption and production within households (SDG12).

All three proposals are found viable for policymakers to implement. However, to ensure successful implementation GCC Governments are recommended to review all the opportunities and challenges associated with these schemes as laid out in this paper.

This study aims to investigate the relationship between people’s socially and environmentally responsible apparel practices (SERAP) and valuing US made clothing, current perceptions of US made clothing and factors affecting apparel purchases.

An online survey was completed by 502 US consumer aged 18-65. Five factors were identified representing responsible apparel practices and US made clothing. Inter-factor correlations were tested. People’s perceptions toward US made clothing were examined through perceived quality, purchase experience and intentions to pay premium prices.

There was a positive correlation between SERAP and valuing US made clothing. Perceived quality of US apparel influenced both actual purchase and intentions to pay higher prices. Availability and affordability were major purchase factors.

US apparel companies that produce their products domestically may consider developing specific messaging that resonates with customers, taking advantage of the perception of high quality and being transparent with the cost of producing apparel domestically.

This study suggests domestically made apparel purchases as part of a move toward SERAP. Although previous studies have addressed consumer responsibility and sustainable businesses, the connection has been inconclusive. This study provides current data of renewed and growing interest in US made apparel and expands its value.