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    Cause-related marketing and service innovation in emerging country healthcare

    Kumar, Pradeep and Singh, Sanjay Kumar and Pereira, Vijay and Leonidou, Erasmia (2020) Cause-related marketing and service innovation in emerging country healthcare. International Marketing Review, 37 (5). pp. 803-827. ISSN 0265-1335

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    Purpose The purpose of this paper is to identify the constituents of cause-related marketing (CRM) capabilities in the context of an emerging market healthcare sector, by incorporating the resource-based view alongside the dynamic capability perspective. Moreover, the authors aim to illustrate how the typologies of CRM capabilities help to achieve service innovation whilst taking into consideration the role of service flexibility (SF) and service climate. Design/methodology/approach The authors develop a research framework through a representative and novel case study in the Indian healthcare market by utilizing and analyzing the subject-specific literature. Furthermore, a quantitative survey of healthcare professionals was conducted to assess the relationships utilizing PLS–SEM. Findings After identifying the constituents of CRM capabilities, the study confirms the mediating mechanism of SF between CRM capabilities and service innovation. Furthermore, findings from the study suggest that service climate positively moderates the relationship between CRM capability and SF. Research limitations/implications The study was conducted in the emerging country healthcare market of India. Thus, the generalizability of the framework needs to be tested in a similar or contrasting context. Furthermore, the sample size for the study was limited to healthcare professionals, and the customer’s perspective was missing. Originality/value This paper is a first step to identify the specific dimensions of CRM capability and explain it as a higher-order factor. The study further provides an integrative framework that includes CRM capability, service innovation, SF and service climate. More specifically, it enhances the understanding of the constituents of the CRM capabilities and their influence on service innovation.

    Item Type: Article
    Keywords: Service innovation; Emerging markets; Service climate; Cause-related marketing (CRM) capability; Service flexibility;
    Academic Unit: Faculty of Social Sciences > School of Business
    Item ID: 15992
    Identification Number:
    Depositing User: Sanjay Singh
    Date Deposited: 24 May 2022 13:35
    Journal or Publication Title: International Marketing Review
    Publisher: emerald publishing ltd.
    Refereed: Yes
    Use Licence: This item is available under a Creative Commons Attribution Non Commercial Share Alike Licence (CC BY-NC-SA). Details of this licence are available here

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