... 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...

...Jacob Mickelsson; Joep J.G.M. van Haren; Jos G.A.M. Lemmink Purpose Corporate social responsibility (CSR) is an increasingly important issue for service brands in fast fashion retailing, as consumers' negative impressions about retailers' CSR activities influence brand experience. Consumers...

...' perceptions. The paper offers a first large-scale, cross-industry investigation of how ESG metrics and reporting impact customer perceptions of social innovativeness, leading to a research agenda on communication of ESG. Sustainability Social innovation ESG CSR Social responsibility...

... Positioning Sustainability Ethicality Corporate social responsibility CSR Brand positioning Service brand Service providers are increasingly including transformative value, which “focuses on improving the lives of individuals, families, communities, society or the ecosystem” (Leroi-Werelds, 2019...