Managing Sustainability

Inhaltsverzeichnis

1. Frontmatter

2. The Evolution of the Sustainability Mindset in Retailing and Service Management

   Beatrice Luceri, Elisa Martinelli

   Abstract

   The topic of sustainability is getting increasing importance around the globe since the 1987 Brundtland Report, by the World Commission on Environment and Development, introduced the concept of sustainable development. The need for organizations to answer the call to sustainability has prompted academics to take up the topic to support them, providing interpretations and management models. However, many relevant questions about sustainability remain unanswered, especially with reference to the retail and services companies. Producing a service offer and being the interface between production and consumption, they can influence pro-sustainability behaviors both upstream and downstream, making a major contribution to sustainability dissemination and achievement.

   This chapter deals with the evolution of the sustainability mindset in retailing and service management through a literature review using SCIMAT. The bibliographic research process led to the identification of 363 papers in the period 2006–2022. While there were few scientific contributions until 2015, it is from that date—the year in which the 2030 Agenda was launched—that the interest of researchers has grown exponentially. The analysis revealed four clusters of themes on sustainability topic: the themes of utmost importance which are well-developed by scholars, the niche or marginal themes, the emerging or declining themes, and, finally, the relevant but still underdeveloped themes. The authors of this book have focused their attention on the latter to provide a structural guide to sustainability in the service industry, with an eye to specific emerging service sectors.

3. Corporate Social Responsibility: A Longitudinal Analysis in the Retail Sector

   Laura Bravi, Riccardo Gori, Fabio Musso

   Abstract

   Today, corporate social responsibility (CSR) has become a central topic in corporate management, such that it has favored the transition from the idea of organizational culture to that of a responsible corporate culture. The aim of this study is to analyze the social responsibility practices of several major retailers to verify similarities and differences in their approaches to defining socially responsible strategies and examine how this strategy has changed over time. The analysis is based on a longitudinal study that compares the CSR-related practices of 12 large retailers from five countries. Combining multiple case studies with a longitudinal analysis offers the opportunity to identify patterns indicative of dynamic processes, providing a close-up view of those patterns as they evolve over time. The companies analyzed are assumed to represent the most advanced CSR experiences in the retail industry and in their country of origin. The results show that these organizations go far beyond the limits imposed by law based on their CSR strategies. They evolved towards committing to social and environmental issues, thereby overcoming formal and showcase interventions, which were more frequent in the past.

4. Perceived Corporate Social Responsibility and Job Satisfaction in the Retail Industry: A Systematic Literature Review and Research Agenda

   Sandro Castaldo, Andrea Ciacci, Lara Penco

   Abstract

   This study aims to investigate the relationship between employees’ perceived corporate social responsibility (CSR) and job satisfaction (JS) in the retail industry. The systematic literature review establishes an overall positive relationship between perceived CSR and JS, but this relationship in the retail sector still needs to be explored. The analysed contributions underline that research focusing on the relationship between CSR and JS in the retail sector does not exist. This systematic literature review demonstrates that perceived CSR positively impacts JS, often with the mediation of organisational constructs. Moreover, addressing the service management literature, the authors present a conceptual model that inserts CSR, JS, customer satisfaction and performance in the same framework. Through this model, we aim to offer a more complete picture of the system of relationships existing between stakeholder-related concepts (e.g. employees’ perception of CSR, their job satisfaction and customer satisfaction) and organisation-level factors (e.g. performance).

5. Corporate Social Responsibility in the Banking Industry: An Overview

   Antonella Angelini, Federica Nieri

   Abstract

   Currently, the business field is based on common ground, engaging in pro-social and environmental behaviour is therefore essential. The pressures to do so have enforced a trade-off between the adoption of corporate social responsibility (CSR) policies and the corporate financial performance. In this regard, several case studies show that it is possible “to do well while doing good”, for example, in terms of reputation, image, trust and resources. This is particularly important in the banking industry, given that the reputation and growth of banks’ non-performing loans have suffered in many developed countries. Currently, banks are therefore strongly committed to CSR in order to regain their corporate reputation and image, as well as a positive financial performance over time. But what exactly do CSR practices mean? We address this question in the context of the banking industry since its answer is of crucial importance for the industry’s economic development and plays a key role in its sustainable development.

6. The World of Changes: COVID-19’s Impact on the Retail Path Towards Sustainability

   Jelena Mazaj, Monica Grosso, Sandro Castaldo

   Abstract

   Management literature states that a type of external shock, such as the COVID-19 pandemic, accelerates innovation processes at organisational and societal levels. Furthermore, recent studies stress that this exogenous shock spurred new policies and forced heterogeneous actors of diverse business sectors to reflect on sustainability practices. In this study, the authors concentrate on a specific business industry, such as retail, and overview the main changes during the mentioned pandemic. An appropriate starting point to understand these changes has been to conduct an analysis of the literature, searching for links between the concepts of retail, COVID-19 and sustainability. This research thus provides a snapshot of the latest academic advancements that address issues like the policy framework to recover from COVID-19, retailers’ approach to overcoming this crisis and their approach to corporate social responsibility (CSR). Finally, this chapter lists potential research directions that scholars may consider for a deeper analysis of COVID-19’s impact on retail sustainability practices.

7. Online Shopping and Sustainability. Willingness to Pay a Contribution to Offset Environmental Pollution

   Cristina Zerbini, Donata Tania Vergura

   Abstract

   The growing development of e-commerce and the greater interest in environmental pollution issues have attracted more and more attention from researchers to study the environmental impact generated by online purchases. The present study proposed and tested a conceptual model to investigate consumers’ propensity to pay a small voluntary monetary contribution to offset the pollution generated by e-shopping. An online survey with a sample of 391 consumers was conducted. The model was tested through structural equation modelling. Results showed a positive and direct effect of personal norms, sustainable behaviour, and attitude on intention to pay a contribution. In turn, personal norms were influenced only by awareness of consequences and not by the ascription of responsibility; sustainable behaviour was determined by consumers’ attitude towards the environment and knowledge of environmental problems; attitude towards the contribution was positively or negatively affected by, respectively, positive or negative emotions.

   The chapter provides valuable insights to online retailers to encourage the sustainable behaviour of their customers.

8. Small Retailers in Small Towns: An Explorative Study on Shopping Behaviour for Improving Social Sustainability in an Urban Centre

   Gabriele Qualizza, Patrizia de Luca

   Abstract

   Nomadism and social sustainability are becoming central phenomena in understanding the new shopping models. Small local shops are a key space in the life of neighbourhoods, both in terms of what happens in them and their relationship with other spaces in which daily life takes place. They are, therefore, fundamental spaces for socialising and supporting the community, with a view to social sustainability. Urban areas and physical shops have changed radically in recent years. We aim to contribute to the knowledge of the urban retailing context from the perspective of social sustainability, especially as regards the quality of life. The lack of research on the issues of social sustainability of retailing and, more generally, of urban community social sustainability is widely highlighted. This is a gap that this study aims to fill, introducing through field research on a historic town centre the consideration that every visit to an urban centre—for shopping or other purposes—can be read in terms of a social sustainability experience. The knowledge of various shopping profiles could help to develop platforms of opportunities based on communities of place in a socially sustainable perspective.

9. Exploring Augmented Reality Applications for Sustainable Retailing

   Federica Caboni, Roberto Bruni

   Abstract

   Many transformations have affected the retail scenario in the last few years. Digitalization and sustainability are the main challenges to consider for the further development of retailing. From the assumption of the acceleration of digital innovation, this chapter considers augmented reality (AR) a supportive technology that supports sustainable retailing. This chapter aims to explore the adoption of augmented reality for sustainable retailing, highlighting the opportunities and limitations in the application. As a first approach in understanding how augmented reality could be helpful for sustainable retailing, this work contributed to exploring the intersections between the actual knowledge on the AR role in the retail industry and the 3Ps (Planet, People, and Profit) principle for sustainability in the business context. Even commenting on specific AR applications in retail sustainability projects helps understanding the state of the art and expressing future perspectives in retail.

10. To Pack Sustainably or Not to Pack Sustainably? A Review of the Relationship between Consumer Behaviour and Sustainable Packaging

    Gabriele Murtas, Giuseppe Pedeliento, Daniela Andreini

    Abstract

    In the past few decades, the massive amount of packaging waste produced every year has unquestionably become one of the most significant sources of pollution. Consequently, several nations worldwide are now openly addressing packaging-related environmental issues in their political agendas. Moreover, because consumers are becoming increasingly ecologically aware and informed, companies and retailers are being induced to rethink their supply chains at all levels. Adhering to the principles of eco-friendly packaging may be considered a first strategic step towards developing a sustainable image which may yield a broader competitive advantage. Academic research has therefore attempted to investigate consumers’ responses to environmentally friendly packaging. In this chapter, we review the extant literature so as to give valuable guidance to all firms and retailers striving to fulfil more eco-friendly packaging standards. Besides offering practical and helpful suggestions, our review presents an agenda for future research.

11. How Does the Use of Shockvertising Trigger Moral Emotions? A Focus on the Plastic Issue

    Costanza Dasmi, Diletta Acuti, Laura Grazzini, Gaetano Aiello

    Abstract

    Advertising aims to attract attention, evoke emotions, and convey information. However, consumers have a limited ability to remember and for selective retention. This phenomenon has been exacerbated with the advent of the internet. Consequently, the implementation of shocking images by companies has been considered a valid means to attract consumers’ attention. Although the literature has explored consumers’ reactions to shockvertising, few studies have focused on moral emotions. Hence, the research objective of this work is to understand which moral emotions are evoked by shockvertising and what the object of such emotions is. Because of the increased environmental impact of businesses and human activities, this study explores consumers’ reactions and moral emotions evoked by the use of shocking images to communicate issues related to plastic waste. Our findings show that shocking images arouse, for the most part, negative emotions and, in particular, contempt and anger. The use of shocking images can thus attract users’ attention, generate a discussion on the plastic issue, and enhance consumer awareness.