Exploring customer engagement tensions when pursuing responsible business practices
ISSN: 1757-5818
Article publication date: 25 April 2024
Issue publication date: 17 July 2024
Abstract
Purpose
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.
Design/methodology/approach
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.
Findings
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.
Originality/value
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.
Research limitations/implications
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.
Practical implications
This research provides a conceptual framework that may guide ESG professionals in understanding, framing and navigating CE-related tensions when pursuing responsible business practices.
Social implications
A social benefit may be found when service organizations are better able to successfully navigate CE-related tensions when pursuing responsible business practices.
Keywords
Acknowledgements
The authors wish to acknowledge and thank Fordham University’s Responsible Business Thought Leadership conference for organizing and supporting this effort. The authors do not have any potential conflicts of interest.
Citation
Gallan, A.S., Hildebrand, D., Komarova, Y., Rubin, D. and Shay, R. (2024), "Exploring customer engagement tensions when pursuing responsible business practices", Journal of Service Management, Vol. 35 No. 4, pp. 464-489. https://doi.org/10.1108/JOSM-12-2023-0509
Publisher
:Emerald Publishing Limited
Copyright © 2024, Emerald Publishing Limited