Customer environmental values and their contribution to loyalty in industrial markets

Mustonen, Nora; Karjaluoto, Heikki; Jayawardhena, Chanaka

Abstract

Concern over the effect of industries on the natural environment is growing on a multitude of levels. This study examines the effects of how perceptions of (a) environmental values, (b) green image and (c) perceived value of industrial customers influence their loyalty towards suppliers in existing relationships, and how the length of B2B relationships may moderate these linkages. A conceptual framework is developed and data are collected from a global sample (N =121) of B2B customers. We find that both green image and perceived value have a direct positive link with customer loyalty and that environmental values are positively linked to the green image of the supplier. Moreover, the effect of green image on loyalty is mediated by perceived value, with environmental values only indirectly linked with perceived value of the supplier. As the length of relationship increases, on one hand the positive relationship between green image and customer loyalty is strengthened, while on the other the positive relationship between environmental value and green image is weakened. Regardless of how environmentally aware the customer is, green image is a strong predictor of both perceived value and loyalty.

Citation

Mustonen, N., Karjaluoto, H., & Jayawardhena, C. (2016). Customer environmental values and their contribution to loyalty in industrial markets. Business strategy and the environment : BSE, 25(7), 512-528. https://doi.org/10.1002/bse.1882

• Journal Article Type: Article
• Acceptance Date: Oct 8, 2014
• Online Publication Date: Mar 13, 2015
• Publication Date: Nov 22, 2016
• Deposit Date: Dec 1, 2015
• Publicly Available Date: Nov 23, 2017
• Journal: Business strategy and the environment
• Print ISSN: 0964-4733
• Publisher: Wiley
• Peer Reviewed: Peer Reviewed
• Volume: 25
• Issue: 7
• Pages: 512-528
• DOI: https://doi.org/10.1002/bse.1882
• Keywords: Environmental values, Green image, Perceived value, Loyalty, Relationship length, B2B relationships
• Public URL: https://hull-repository.worktribe.com/output/381974
• Publisher URL: http://onlinelibrary.wiley.com/doi/10.1002/bse.1882/abstract
• Additional Information: Authors' accepted manuscript of article: Mustonen, N., Karjaluoto, H., and Jayawardhena, C. (2016) Customer Environmental Values and Their Contribution to Loyalty in Industrial Markets. Bus. Strat. Env., 25: 512–528. doi: 10.1002/bse.1882.
• Contract Date: Nov 23, 2017