Effects of the industry format on sustainability-oriented service innovation, relationship value, and firm performance

Abstract This paper explores the impact of the sustainability-oriented service innovation (SOSI) construct on relationship value and organizational performance in the service sectors from the business’ perspective. In order to achieve this goal, a theoretical model based on the literature is proposed through an empirical study carried out on a sample of 450 managers and supervisors of retail establishments and hotels. Findings support the critical role of SOSI in enhancing relationship value and driving economic and non-economic benefits. Significant industry-specific differences are revealed, offering valuable insights for managers to design effective, sustainability-aligned customer communication and value creation strategies.