Purpose The purpose of this paper is to introduce a new conceptual framework that integrates customer experience and sustainability across social, environmental and economic dimensions to facilitate sustainable development. Design/methodology/approach Sustainability is widely recognized from an industrial perspective; however, the relationship between customer experience and sustainability has been limitedly explored in the existing literature. An ethnographic study of two international retail chains has been undertaken, using illustrative case studies to assess the companies’ sustainability practices across social, environmental and economic dimensions. Findings This research emphasizes the importance of enhancing customer experiences to align sustainable practices with consumer expectations. The findings of this study indicate that social sustainability should be prioritized in consumer lives by maintaining high-quality living standards, while environmental sustainability should focus on creating experiences that encourage sustainable lifestyle choices. Economic sustainability should be operationalized by concentrating on mutually beneficial performance areas. Overall, companies must adopt a holistic approach that integrates the social, environmental and economic dimensions into sustainability practices to drive positive customer experiences. Originality/value This study examines the sustainability performance of retail companies across social, environmental and economic dimensions. This study introduces a novel approach to sustainable development through the customer experience perspective.
Read full abstract