AMS Review最新文献_第2页

Towards sustainable organizations through purpose-driven and customer-centric strategies 通过目标驱动和以客户为中心的战略，实现组织的可持续发展

AMS Review Pub Date : 2025-06-13 DOI: 10.1007/s13162-025-00301-4

Sergio Pardo-Jaramillo, Miguel I. Gómez, Andrés Muñoz-Villamizar, Álvaro Lleo-de-Nalda, Ignacio Osuna Soto

{"title":"Towards sustainable organizations through purpose-driven and customer-centric strategies","authors":"Sergio Pardo-Jaramillo, Miguel I. Gómez, Andrés Muñoz-Villamizar, Álvaro Lleo-de-Nalda, Ignacio Osuna Soto","doi":"10.1007/s13162-025-00301-4","DOIUrl":"10.1007/s13162-025-00301-4","url":null,"abstract":"<div><p>This study addresses a critical gap in sustainability theories by examining how organizations can strategically achieve sustainability through the adoption of customer-centric and corporate purpose strategies, which are fundamental in marketing and corporate fields. Our approach is underpinned by a rigorous literature review that includes systematic methodology and thorough qualitative analysis, through which we meticulously analyzed 101 selected documents from an initial pool of 559. The findings reveal a discernible trend in the literature, highlighting the significance of customer-centricity and corporate purpose. Key relationships are identified, including their impact on customer preferences, corporate culture, values, organizational performance, and sustainability outcomes. While this research focuses on the integration of customer-centricity and corporate purpose, it calls for further exploration of additional dimensions and variables that influence their relationship with sustainability. This literature review breaks new ground by directly examining the interplay between customer-centricity and corporate purpose, which play pivotal roles in enhancing organizational sustainability. We offer actionable recommendations for organizations aiming to embrace customer-centricity while remaining steadfast in fulfilling their corporate purpose. These recommendations include establishing robust relationships with customers, aligning organizational values with customer expectations, and embedding sustainable practices into corporate strategies to enhance long-term sustainability. Building strong connections with customers, employees, and stakeholders is instrumental in achieving these sustainability objectives, thereby underscoring the pivotal roles of customer-centricity and corporate purpose in enhancing organizational sustainability.</p></div>","PeriodicalId":7786,"journal":{"name":"AMS Review","volume":"15 1-2","pages":"191 - 227"},"PeriodicalIF":0.0,"publicationDate":"2025-06-13","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://link.springer.com/content/pdf/10.1007/s13162-025-00301-4.pdf","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"145011803","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"OA","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

引用次数: 0

Beyond incrementalism: A regenerative learning model for sustainable marketing and service ecosystems 超越渐进主义：可持续营销和服务生态系统的再生学习模式

AMS Review Pub Date : 2025-06-06 DOI: 10.1007/s13162-025-00306-z

Fares Georges Khalil

引用次数: 0

Developing consumers’ paradox mindsets: Making sense of tensions in sustainability 培养消费者的矛盾心态：理解可持续发展中的紧张关系

AMS Review Pub Date : 2025-05-31 DOI: 10.1007/s13162-025-00304-1

Claire Beach, Sitong Michelle Chen, Michael S. W. Lee

{"title":"Developing consumers’ paradox mindsets: Making sense of tensions in sustainability","authors":"Claire Beach, Sitong Michelle Chen, Michael S. W. Lee","doi":"10.1007/s13162-025-00304-1","DOIUrl":"10.1007/s13162-025-00304-1","url":null,"abstract":"<div><p>Greening, or adopting sustainable business practices, requires firms to balance economic, environmental, and social goals, which often creates tensions in sustainability. Firms frequently employ paradoxical logic to manage these tensions, pursuing these objectives simultaneously and without prioritization. However, using paradoxical logic may make it difficult for firms to communicate their greening initiatives to consumers. Messages that conflict with consumers' existing mental frameworks may amplify perceived tensions, arousing cognitive dissonance. Consumers with limited paradox mindsets may be unable to make sense of these tensions or tolerate their cognitive dissonance, prompting them to avoid or exit the firm or question its commitment to greening. To reduce these risks, greening firms need to consider and actively develop consumers’ paradox mindsets when crafting their sustainability communications. This paper draws on connections between cognitive dissonance and sensemaking to develop a conceptual model that illustrates how greening firms can develop consumers’ paradox mindsets. Through this iterative process, firms challenge consumers’ existing mental frameworks and offer sense-giving narratives that reframe tensions in sustainability as interdependent and complementary, reducing consumers’ cognitive dissonance. By tailoring their messages to align with consumers’ varying receptivity to paradoxical logic and sensitivity to tensions in sustainability, greening firms can craft coherent narratives that promote consumer engagement with the sensemaking process. When this process is successful, greening firms can develop consumers’ paradox mindsets and, thus, their ability to make sense of tensions in sustainability. This paper extends the literature on paradox mindset development from managers and employees to firm-consumer communications.</p></div>","PeriodicalId":7786,"journal":{"name":"AMS Review","volume":"15 1-2","pages":"289 - 300"},"PeriodicalIF":0.0,"publicationDate":"2025-05-31","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://link.springer.com/content/pdf/10.1007/s13162-025-00304-1.pdf","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"145011951","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"OA","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

引用次数: 0

Striking dynamic balance between functional and structural sustainability in service ecosystems 在服务生态系统的功能可持续性和结构可持续性之间取得动态平衡

AMS Review Pub Date : 2025-05-23 DOI: 10.1007/s13162-025-00305-0

Petter Braathen

{"title":"Striking dynamic balance between functional and structural sustainability in service ecosystems","authors":"Petter Braathen","doi":"10.1007/s13162-025-00305-0","DOIUrl":"10.1007/s13162-025-00305-0","url":null,"abstract":"<div><p>Sustainable service provision in large-scale and complex ecosystems requires balancing structural resilience with functional alignment. This paper proposes a holistic framework for service ecosystem sustainability, conceptualizing these dual dimensions as (1) structural sustainability—the system’s capacity for self-maintenance and resilience—and (2) functional sustainability—the system’s ability to uphold the broader macrosystem it depends on. These concepts are integrated into a sustainability state map that distinguishes four possible holistic states, each reflecting unique challenges and opportunities. Building on complex adaptive systems theory and the notion of adaptive cycles, the paper illustrates how service ecosystems traverse these states as they respond to internal tensions and external pressures. We further explain how strategy models such as exploration-exploitation, ambidexterity, and creative destruction can deliberately guide service ecosystems between states to maintain—or recover—holistic sustainability. In doing so, the framework elucidates why sustainability is inherently dynamic and evolutionary, shaped by multilevel interactions spanning individuals, organizations, and societal institutions. Ultimately, we offer scholars, practitioners, and policymakers a diagnostic tool and a set of strategic interventions to navigate sustainability transitions more effectively in service ecosystems facing persistent social and environmental concerns.</p></div>","PeriodicalId":7786,"journal":{"name":"AMS Review","volume":"15 1-2","pages":"112 - 126"},"PeriodicalIF":0.0,"publicationDate":"2025-05-23","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://link.springer.com/content/pdf/10.1007/s13162-025-00305-0.pdf","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"145011679","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"OA","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

引用次数: 0

Sustainability as a co-created service: Integrating complex adaptive systems and service-dominant logic within the triple helix framework 可持续性作为共同创造的服务：在三螺旋框架内集成复杂的自适应系统和服务主导逻辑

AMS Review Pub Date : 2025-05-02 DOI: 10.1007/s13162-025-00302-3

Marialuisa Saviano, Sergio Barile, Francesco Caputo, Antonio La Sala

{"title":"Sustainability as a co-created service: Integrating complex adaptive systems and service-dominant logic within the triple helix framework","authors":"Marialuisa Saviano, Sergio Barile, Francesco Caputo, Antonio La Sala","doi":"10.1007/s13162-025-00302-3","DOIUrl":"10.1007/s13162-025-00302-3","url":null,"abstract":"<div><p>This paper introduces a new conceptual framework that integrates Complex Adaptive Systems (CAS) theory with Service-Dominant logic (S-D logic). The aim is to address sustainability as an emergent, co-created service within the Triple Helix model of businesses, governments, and universities. By linking the Sustainability Science systems-based approach with the Service Science focus on value co-creation, such framework offers a more comprehensive understanding of how sustainability can be operationalized through feedback loops and adaptive processes. Reinforcing and balancing feedback loops are highlighted as essential mechanisms that drive cognitive alignment among actors, ensuring that sustainability is achieved through continuous adaptation and collaboration. The paper also discusses the implications of such a framework for businesses, governments, universities, and policy design, emphasizing the importance of institutional flexibility, cross-sector collaboration, and the role of feedback-driven adaptability in the pursuit of long-term sustainability goals. Practical insights for fostering cognitive alignment and adaptive strategies in complex service ecosystems are provided, showcasing how the framework can inform sustainability strategies and innovation in practice.</p></div>","PeriodicalId":7786,"journal":{"name":"AMS Review","volume":"15 1-2","pages":"127 - 141"},"PeriodicalIF":0.0,"publicationDate":"2025-05-02","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://link.springer.com/content/pdf/10.1007/s13162-025-00302-3.pdf","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"145011561","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"OA","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

引用次数: 0

Marketing in the anthropocene: A future agenda for research and practice 人类世的市场营销：研究与实践的未来议程

AMS Review Pub Date : 2025-03-20 DOI: 10.1007/s13162-025-00300-5

Nancy M. P. Bocken, Laura Niessen, Maike Gossen, Ankita Das, Maria Zielińska

{"title":"Marketing in the anthropocene: A future agenda for research and practice","authors":"Nancy M. P. Bocken, Laura Niessen, Maike Gossen, Ankita Das, Maria Zielińska","doi":"10.1007/s13162-025-00300-5","DOIUrl":"10.1007/s13162-025-00300-5","url":null,"abstract":"<div><p>Marketing is an important function and practice in everyday business. It involves getting potential customers interested in a product or service through value-oriented arguments. In this way, marketing plays a pivotal role in driving the consumption of goods and services. Given the increasing consumption of goods and services, decreasing product lifetimes, and increasing levels of waste in all product categories, it is evident that the practice and theory of marketing needs a radical rethink in light of pressing resource and climate issues. The impact of unsustainable production and consumption patterns has led to this era being referred to as the Anthropocene, in which humans have become the dominant influence on the climate and the natural environment. There is an urgent need to take a new direction to adapt marketing theory and practice to these pressing global needs. In this study, we investigate the following questions: <i>What role should marketing play in the era of the Anthropocene? What concepts, outcomes, tools and theories does marketing offer to support a transition towards Marketing in the Anthropocene?</i> We conduct a scoping literature review based on different research directions and propose a conceptualization for “Marketing in the Anthropocene” as an inspirational, forward-looking concept, tool and practice for marketers and marketing researchers. We highlight relevant marketing tools and theories and provide guiding questions for future research and practice.</p></div>","PeriodicalId":7786,"journal":{"name":"AMS Review","volume":"15 1-2","pages":"23 - 47"},"PeriodicalIF":0.0,"publicationDate":"2025-03-20","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://link.springer.com/content/pdf/10.1007/s13162-025-00300-5.pdf","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"145011456","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"OA","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

引用次数: 0

Capability development for sustainable marketing: A theoretical framework 可持续营销的能力发展：一个理论框架

AMS Review Pub Date : 2025-03-13 DOI: 10.1007/s13162-025-00299-9

Sreedhar Madhavaram, Abhishek Nirjar

引用次数: 0

The pursuit of customer centricity 追求以客户为中心

AMS Review Pub Date : 2025-01-28 DOI: 10.1007/s13162-024-00288-4

Joel E. Urbany, Marta Dapena-Baron

{"title":"The pursuit of customer centricity","authors":"Joel E. Urbany, Marta Dapena-Baron","doi":"10.1007/s13162-024-00288-4","DOIUrl":"10.1007/s13162-024-00288-4","url":null,"abstract":"<div><p>The literature on customer centricity is large and growing, as befits the study of a concept that is arguably at the core of marketing theory and practice. At this point in time, however, there are two troubling aspects of our understanding of customer centricity: (1) There is significant variance in the understanding of the basic concept, illustrated most clearly in (Mier and Jaworski’s Customer Centricity: Definitions, Archetypes, and Future Research 2024) recent discovery of over 50 distinct definitions in the literature, and (2) While evidence shows favorable returns from customer centric initiatives, in practice, many firms struggle to make such initiatives profitable and sustainable. Here, we explore the concept of customer centricity with two senior executives in the medical technology industry. The interviews highlight the complex layers of customer-centric practice in an organization and reinforce the fact that a process of broader organizational change is fundamental to the adoption of any customer-centric operating model. The interviewees provide especially important insight into how an organization in an advanced stage enables customer-centric practice in ways that synergistically enhance its absorptive capacity and widen its view of growth opportunity, as well as the key sources of resistance in earlier stages of adoption.</p></div>","PeriodicalId":7786,"journal":{"name":"AMS Review","volume":"14 3-4","pages":"298 - 307"},"PeriodicalIF":0.0,"publicationDate":"2025-01-28","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"143184805","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

引用次数: 0

The gestalt of customer centricity: Forces of resistance and research priorities 顾客中心的格式塔：阻力和研究优先级

AMS Review Pub Date : 2025-01-15 DOI: 10.1007/s13162-024-00289-3

Joel E. Urbany, Marta Dapena-Baron

{"title":"The gestalt of customer centricity: Forces of resistance and research priorities","authors":"Joel E. Urbany, Marta Dapena-Baron","doi":"10.1007/s13162-024-00289-3","DOIUrl":"10.1007/s13162-024-00289-3","url":null,"abstract":"<div><p>Recent research suggests a great deal of variance in how “customer centricity” is defined in the increasingly siloed scholarly literature and that many organizations continue to struggle in effectively implementing such initiatives. The interviews reported in Urbany and Dapena-Baron (2024) reveal the complexity of both (a) the many organizational context factors that need to be managed and adapted for a firm with a strong, established customer-centric practice to sustain and evolve it, and (b) the significant forces of resistance which face a firm that is early in its adoption of customer-centric practices. Here, we step back to consider the possibility that the pursuit of customer-centricity is often hindered by underestimation of the complexity, time, and resources required for effective transformation. We suggest that taking a more comprehensive view of customer centricity to consider its broader “Gestalt,” provides value in recognizing and planning for multiple component parts and for potential synergies between them. An overview of these components leads to a number of relevant research directions, centered around <b><i>two overarching priorities</i></b> through the change process: creating distinctive value for customers <b><i>to win demand</i></b> and creating distinctive value for employees <b><i>to win their buy-in</i></b>. We overview the components of customer centricity and present a set of research priorities with the goal of building a greater understanding of the individual component parts and the potential synergies between them.</p></div>","PeriodicalId":7786,"journal":{"name":"AMS Review","volume":"14 3-4","pages":"308 - 329"},"PeriodicalIF":0.0,"publicationDate":"2025-01-15","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"143184731","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

引用次数: 0

AI for marketing: Enabler? Engager? Ersatz? 人工智能营销：启用？Engager ?备胎?

AMS Review Pub Date : 2025-01-11 DOI: 10.1007/s13162-024-00293-7

Sreedhar Madhavaram, Radha Appan

{"title":"AI for marketing: Enabler? Engager? Ersatz?","authors":"Sreedhar Madhavaram, Radha Appan","doi":"10.1007/s13162-024-00293-7","DOIUrl":"10.1007/s13162-024-00293-7","url":null,"abstract":"<div><p>The prospect of artificial intelligence (AI) matching and surpassing human intelligence continues to intrigue. On the foundations of the exceptional advances in AI technologies in the last decade, the potential for competitive advantages makes <i>AI</i> in general and <i>Generative AI</i> in particular one of the most promising technologies for marketing. However, while there are robust theoretical advances in the domain of AI for marketing, how AI impacts marketing entities is poorly understood. Further, how AI potentially makes marketing entities ineffective and inefficient is rarely addressed in research. Therefore, in this research, we begin with the articulation of a theory toolkit relevant to AI for marketing. Second, we discuss different types of AI and introduce a new perspective on approaching AI for marketing entities and purposes. Specifically, we conceptualize three new types of AI: enabling AI, engaging AI, and ersatzing AI (artificial, but inferior intelligence that make marketing entities less capable). Third, using our typology, we explicate the enormous potential of the three specific types of AI for marketing. Finally, toward actualizing the potential of AI for marketing, we conclude with a discussion of the contributions of our research and a research agenda.</p></div>","PeriodicalId":7786,"journal":{"name":"AMS Review","volume":"14 3-4","pages":"258 - 277"},"PeriodicalIF":0.0,"publicationDate":"2025-01-11","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"143184794","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

引用次数: 0