Customers’ Perception of Business Model Innovation in Social Enterprises in Mexico

Judith Cavazos-Arroyo; Rogelio Puente-Díaz

doi:10.4067/S0718-27242021000200011

Authors

Judith Cavazos-Arroyo Department of Business and Economics sciences, Universidad Popular Autónoma del Estado de Puebla, Puebla, Mexico
Rogelio Puente-Díaz Department of Business and Economics, Universidad Anahuac Mexico Norte, Huixquilucan, Estado de Mexico, Mexico

DOI:

https://doi.org/10.4067/S0718-27242021000200011

Keywords:

Business model innovation;, socially responsible consumption, ; social enterprise, consumer

Abstract

Social enterprises need to identify an innovative and differentiated business model to more efficiently meet the needs of their clients and survive in the long term. However, research on customer perception of this innovation is scant. Therefore, the objective of this research was to explore the effect of socially responsible consumption on the business model innovation perceived by clients of social enterprises in the service sector and its effect on satisfaction and loyalty. A quantitative cross-sectional study was conducted with 400 customers of social enterprises in the services sector in Mexico. Results showed that socially responsible consumption had a positive influence of perceived business model innovation. Perceived business model innovation had a direct, positive influence on customer satisfaction and an indirect positive influence on loyalty. The implications of the results were discussed.