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The Synergy of Business Theory and Practice pp 131–174Cite as

Palgrave Macmillan

Sustainable Customer Experience: Bridging Theory and Practice

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Abstract

Sustainability and Customer Experience have been extensively developed independently in many countries by many researchers. Today, a new link is emerging between the two, yet it lacks a theoretical foundation. This chapter aims to highlight connections and gaps on which to build the new definition and framework of Sustainable Customer Experience (SCE). On the managerial side, this research is discovering that there are many initiatives applied by sustainable enterprises with the scope of stimulating an SCE. However, practitioners could understand that there are many other touch points where to improve their sustainable actions. To develop this chapter, we adopt a three-step research design: the first one is a structured literature review; the second is an analysis of 20 case studies; the third involves a customer-focused experiment.

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Acknowledgements

We would like to thank Fondazione Cariverona and Fondazione Studi Universitari di Vicenza for their support of the research project on “Autenticazione alimentare a tutela del consumatore per uno sviluppo sostenibile e la promozione di una nutrizione globale” (approved by Fondazione Cariverona, Nov 7, 2016, Prot. N. 2016.U/3274 IST2251), from which the results reported in this chapter are extracted. We also would like to thank our universities and the Memorandum of Understanding between the University of Tennessee and the University of Verona (Rep. N. 1810/2014 Prot. N.30535 Tit. III/14) that enables the research collaboration of our team.

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Authors and Affiliations

  1. Polo Scientifico Didattico Studi sull’Impresa, University of Verona, Vicenza, Italy

    Paola Signori & Irene Gozzo

  2. Department of Marketing, Haslam College of Business, University of Tennessee, Knoxville, TN, USA

    Daniel J. Flint & Tyler Milfeld

  3. Haile/US Bank College of Business, #215, Northern Kentucky University, Highland Heights, KY, USA

    Bridget Satinover Nichols

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  1. Paola Signori
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  2. Irene Gozzo
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  3. Daniel J. Flint
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  4. Tyler Milfeld
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  5. Bridget Satinover Nichols
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Correspondence to Paola Signori .

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Editors and Affiliations

  1. Department of Marketing, University of Nicosia, Nicosia, Cyprus

    Alkis Thrassou  & Demetris Vrontis  & 

  2. School of Business Administration, College of Management, Rishon Lezion, Israel

    Yaakov Weber

  3. Newcastle Business School, Northumbria University, Newcastle Upon Tyne, UK

    S. M. Riad Shams

  4. Department of Accounting and Finance, Hellenic Mediterranean University, Heraklion, Crete, Greece

    Evangelos Tsoukatos

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Signori, P., Gozzo, I., Flint, D.J., Milfeld, T., Satinover Nichols, B. (2019). Sustainable Customer Experience: Bridging Theory and Practice. In: Thrassou, A., Vrontis, D., Weber, Y., Shams, S.M.R., Tsoukatos, E. (eds) The Synergy of Business Theory and Practice. Palgrave Studies in Cross-disciplinary Business Research, In Association with EuroMed Academy of Business. Palgrave Macmillan, Cham. https://doi.org/10.1007/978-3-030-17523-8_7

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