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Sustainable Development as a Driver for Customer Experience
EPSI Rating, Stockholm, Sweden.
EPSI Rating, Stockholm, Sweden.
2022 (English)In: Sustainability, E-ISSN 2071-1050, Vol. 14, no 6, article id 3505Article in journal (Refereed) Published
Abstract [en]

The concept of sustainable development (SD) has become widely accepted among nations, organisations, and individuals. Recent quantitative and conceptual models have indicated relations between stakeholder perspectives of SD, brand image, and customer satisfaction. The purpose of this study is to estimate a Sustainable Development Index (SDI) as an easy applicable survey item which is used to estimate customer perceptions. By applying a PLS path model, comprising of the EPSI models variables and the suggested items of SDI, this study evaluates relationships between aspects of customer experience and customers' perception of SD. The estimated score of SDI is further analysed as an approximate measure of universal SD items applied in the literature. As such, the study contributes to the research community by further integrating customer perception of SD in frameworks measuring customer experience. The study data comprises cross-sectional multi-industrial customer perception data, consisting of 606 final respondents. The results show empirical support of the constructed index relation as an approximate measure of universal SD items and as a driving aspect of the customer experience.

Place, publisher, year, edition, pages
2022. Vol. 14, no 6, article id 3505
National Category
Health Sciences
Identifiers
URN: urn:nbn:se:mdh:diva-57732DOI: 10.3390/su14063505ISI: 000774515800001Scopus ID: 2-s2.0-85126975845OAI: oai:DiVA.org:mdh-57732DiVA, id: diva2:1650164
Available from: 2022-04-06 Created: 2022-04-06 Last updated: 2022-05-30Bibliographically approved
In thesis
1. Exploring Relations Between Sustainability Constructs and Customer Satisfaction measurements
Open this publication in new window or tab >>Exploring Relations Between Sustainability Constructs and Customer Satisfaction measurements
2022 (English)Licentiate thesis, comprehensive summary (Other academic)
Place, publisher, year, edition, pages
Mälardalens universitet, 2022
Series
Mälardalen University Press Licentiate Theses, ISSN 1651-9256 ; 327
National Category
Business Administration
Identifiers
urn:nbn:se:mdh:diva-58314 (URN)978-91-7485-557-9 (ISBN)
Presentation
2022-08-28, A2-003, Mälardalens universitet, Eskilstuna, 10:00 (English)
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Supervisors
Available from: 2022-07-08 Created: 2022-05-30 Last updated: 2022-08-07Bibliographically approved

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Westin, Love

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