Preprint Article Version 1 Preserved in Portico This version is not peer-reviewed

Mapping Research on Customer Centricity and Sustainable Organizations

Version 1 : Received: 4 August 2020 / Approved: 6 August 2020 / Online: 6 August 2020 (10:07:14 CEST)

A peer-reviewed article of this Preprint also exists.

Pardo-Jaramillo, S.; Muñoz-Villamizar, A.; Osuna, I.; Roncancio, R. Mapping Research on Customer Centricity and Sustainable Organizations. Sustainability 2020, 12, 7908. Pardo-Jaramillo, S.; Muñoz-Villamizar, A.; Osuna, I.; Roncancio, R. Mapping Research on Customer Centricity and Sustainable Organizations. Sustainability 2020, 12, 7908.

Journal reference: Sustainability 2020, 12, 7908
DOI: 10.3390/su12197908

Abstract

Firms are increasingly organized around the client. At the same time, there is customer pressure on green and sustainable organizations. The purpose of this paper is to map the current state of the research in the domain of customer-centric organizations from a sustainable perspective. We conducted a bibliometric analysis from published documents between 1990 and 2020. Key findings indicate that research on customer centricity and sustainability has increased in recent years and that the topic is structured into 3 clusters: (1) Sustainability; (2) Customer-Centric Perspective, and Sustainable Development; and (3) Customer Experience and Sales. Moreover, new concepts and technologies have been introduced during the last three years. The implementation of a bibliometric methodology and the focus given to the definition, the relationships, and the evolution of the three main clusters within the topic are the characteristics that differentiate our study from other publications or reviews in the field of research. This paper is beneficial for practitioners who aim to deploy the customer centricity approach in their firms from a sustainable perspective.

Subject Areas

Sustainability; Customer-Centric; Business strategy; Marketing; Bibliometric analysis

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