Research agenda
| Themes | Research questions |
|---|---|
| The role of social innovation in service firms | How does the nature of services influence customer perceptions of social innovativeness? |
| What characterizes socially innovative service firms? | |
| What drives perceptions of social innovativeness in different industries? | |
| How is the “halo effect” of innovation impacting perceived social innovation? | |
| What to communicate? | What should an industry-standard for ESG metrics and reporting targeting customers look like? |
| What aspects of E, S and G are most important in impacting customer perceptions of social innovativeness? | |
| What is the impact of communicating ESG liabilities on customer perceptions of accountability? | |
| When to communicate? | When in the service encounter purchase process should service firms communicate what ESG metric? |
| When are customers more likely to be impacted by long-term ESG benefits? | |
| How to communicate? | How does (in)tangibility affects the way service firms should communicate ESG? |
| How does numerical bias impact customer perceptions of communicated ESG metrics? | |
| How does voluntary versus mandatory reporting impact customer perceptions of social innovativeness? | |
| How can ESG metrics and reports be adapted on a local (versus global) scale? |
| Themes | Research questions |
|---|---|
| The role of social innovation in service firms | How does the nature of services influence customer perceptions of social innovativeness? |
| What characterizes socially innovative service firms? | |
| What drives perceptions of social innovativeness in different industries? | |
| How is the “halo effect” of innovation impacting perceived social innovation? | |
| What to communicate? | What should an industry-standard for ESG metrics and reporting targeting customers look like? |
| What aspects of E, S and G are most important in impacting customer perceptions of social innovativeness? | |
| What is the impact of communicating ESG liabilities on customer perceptions of accountability? | |
| When to communicate? | When in the service encounter purchase process should service firms communicate what ESG metric? |
| When are customers more likely to be impacted by long-term ESG benefits? | |
| How to communicate? | How does (in)tangibility affects the way service firms should communicate ESG? |
| How does numerical bias impact customer perceptions of communicated ESG metrics? | |
| How does voluntary versus mandatory reporting impact customer perceptions of social innovativeness? | |
| How can ESG metrics and reports be adapted on a local (versus global) scale? |
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