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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.

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.

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.

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.

The purpose of this paper is to propose a model to understand the role of customer relationship management efforts in building, sustaining and enhancing customer loyalty (CL).

This paper reviews extant literature in customer relationship management (CRM), customer experience management (CEM) and CL, with a particular emphasis on exploring the relationships between these proposed domains.

The CRM efforts, customer acquisition, retention and experience, are suggested to have positive influence on attitudinal and behavioural loyalty. A model for testing the associations of customer relationship efforts to various forms of CL, including the satisfaction, trust and commitment as mediators in CRM-CL link are proposed.

This paper represents a first attempt to build and propose a conceptual framework of CRM–CL. This is an indicative research than a conclusive one. Therefore, research implications are to perform the empirical testing of model in different business environments.

This application of proposed model in a business environment will be helpful for the marketing practitioners to well understand the customers’ changing expectations as well as to prioritize the marketing functions. The emphasis and right calculation about the acquisition, retention and experience decisions would be helpful to marketers to know the expected profitability of customers.

This is the first paper to provide a comprehensive integrated model of CRM and CL to understand the effects of CRM efforts on various forms of CL.

The paper aims to explore and explain sustainable behaviours in an organizational context using self-determination theory, suggesting that individuals are likely to be engaged in green practices when supported by their needs.

The study used three waves of longitudinal design, consisting of 702 executives in leadership roles across public and private companies with an average of 15–20 years of work experience. Professionals working throughout PAN India, the USA, Germany and Australia provided us with the data.

Green transformational leaderships play a pivot in fostering optimism in employees when recrafting their work. Employees being encouraged to evaluate their jobs within the organization’s capacity would bring meaningful change and envision a sustainable future. All the study hypotheses were supported, highlighting the importance of green-focused leadership with individual agencies in line with the organization’s green values.

Using sustainable practices advances organizations in providing green commitment through leadership. Implementing this in the organization can help achieve long-term success by ensuring sustainable practices are embedded in culture rather than a peripheral initiative promoting sustainable decision-making and behaviours.

The study provides insights into the factors influencing decisions to maintain and adopt sustainable practices by providing a deeper understanding of green behaviour change and strategies for promoting pro-environmental strategies in organizations.

The purpose of this paper is to shed light on the paradoxical and dynamic nature of gender and leadership in India through a critical review of Indian film Mardaani.

The paper offers a critical review of an Indian film and relates the analysis to the context of gender and leadership in India.

The review shows that masculine stereotypes of leadership are simultaneously reinforced and shattered in the Indian context, and that despite all the odds, women’s role in organisations is characterised by dynamism and change. The paper situates this review in the broader context of gender, employment and leadership in India and offers a critical analysis.

The analysis has two implications. First, it indicates that women are equally capable of demonstrating worthy leadership. Second, it highlights that being a leader, or “mannish”, in the workplace does not mean that women are not responsible for the domestic and caring duties at home. In fact, female leaders in India continue to do the double shift by struggling to balance their roles in the workplace and their personal lives.

The paper offers an original analysis of a Bollywood film in the context of gender, culture and leadership.

Principles of Management, in particular, the topics of planning, organizing, leading, controlling, human resource management, and operations management.

The case will be helpful to undergraduate and graduate business school students for learning the subject, Principles of Management.

Vikas Jha, the newly appointed executive producer and CEO of Magic Films, is a troubled man today. At 29, he is also an unusually tired man to lead this social enterprise presently focussing on producing and distributing short films that carry a strong social message. A whole set of problems is plaguing this start up leaving Vikas totally clueless about the future course of action! The case dwells on the challenges of a film production start-up and provides an opportunity for readers to explore creative solutions to management problems.

Critical thinking, creative thinking, communication skills and leadership ability are some of the liberal arts outcomes that the case study attempts to deliver. In addition, it enables students to apply their knowledge and understanding of key principles of management in solving the case problems. Thus, the case also provides transfer ability as an important learning outcome.

Teaching notes. Additional material with respect to film production can be helpful to the students in appreciating the finer aspects of this case, which deals with filmmaking. In this direction, helpful links to useful resources are mentioned in the case study.