{"id":11918,"date":"2025-09-02T08:30:00","date_gmt":"2025-09-01T22:30:00","guid":{"rendered":"https:\/\/testblogs.griffith.edu.au\/asiainsights\/?p=11918"},"modified":"2025-08-25T13:27:33","modified_gmt":"2025-08-25T03:27:33","slug":"technology-reshaping-responsibility-the-role-of-services-in-global-sustainability","status":"publish","type":"post","link":"https:\/\/testblogs.griffith.edu.au\/asiainsights\/technology-reshaping-responsibility-the-role-of-services-in-global-sustainability\/","title":{"rendered":"Technology reshaping responsibility: \u00a0The role of services in global sustainability"},"content":{"rendered":"\n<p><a href=\"https:\/\/testblogs.griffith.edu.au\/asiainsights\/tag\/ryan-tang\/\">RYAN TANG<\/a>, <a href=\"https:\/\/testblogs.griffith.edu.au\/asiainsights\/tag\/lili-mi\/\">LILI MI<\/a>, XI WEN CARYS CHAN, HONGMIN YAN AND TAMER CAVSGIL\u00a0 |\u00a0<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">The role of services in global sustainability<\/h2>\n\n\n\n<p>Services dominate today\u2019s global economy\u2014from finance and telecoms to education, tourism, and healthcare. Unlike goods, services are produced and consumed simultaneously, heavily shaped by people, culture, and context.<\/p>\n\n\n\n<p>That makes corporate social responsibility (CSR) both essential and challenging for international service enterprises. And while technology\u2014from AI to blockchain\u2014is transforming how services are delivered, research into how these tools intersect with CSR remains surprisingly thin.<\/p>\n\n\n\n<p>Our recent systematic literature review of 51 studies (2009\u20132024) sheds light on what\u2019s been explored, where gaps remain, and where the field should head next.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">What we know so far<\/h2>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>A recent surge:<\/strong> Very little was published before 2015. Interest has grown sharply since 2021, fuelled by the digital transformations sparked by COVID-19.<\/li>\n\n\n\n<li><strong>Sector bias:<\/strong> Studies mostly focus on finance, telecoms, and distribution. Sectors like healthcare, cultural services, and tourism are largely overlooked.<\/li>\n\n\n\n<li><strong>Global imbalance:<\/strong> Research clusters in China, India, and the US, with many other regions underrepresented.<\/li>\n\n\n\n<li><strong>Diverse methods:<\/strong> Most studies are empirical, skewing toward quantitative analysis.<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\">Technology reshaping responsibility<\/h2>\n\n\n\n<p><strong>1. Implementation<\/strong><br>AI and big data are helping enterprises measure CSR more effectively\u2014tracking emissions, optimising supply chains, or supporting smallholder farmers with digital farming tools. In some cases, this translates into higher firm valuations and stronger stakeholder trust.<\/p>\n\n\n\n<p><strong>2. Communication and engagement<\/strong><br>Digital platforms and social media are transforming how companies engage employees, customers, and communities in CSR. Transparency has increased\u2014but so too has scepticism when communication feels superficial.<\/p>\n\n\n\n<p><strong>3. New challenges: digital responsibility<\/strong><br>With opportunity comes risk. The rise of Corporate Digital Responsibility (CDR) highlights issues like data privacy, algorithmic bias, and digital ethics. Yet CSR and CDR remain only loosely connected in the literature, signalling a major gap.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Unique CSR challenges in services<\/h2>\n\n\n\n<p>Service enterprises face distinctive CSR pressures compared to manufacturers:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Services are intangible, making CSR initiatives harder to measure.<\/li>\n\n\n\n<li>They rely on direct human interaction, so failures to live up to commitments are quickly exposed.<\/li>\n\n\n\n<li>They operate across cultures, requiring sensitivity to different norms and expectations.<\/li>\n<\/ul>\n\n\n\n<p>Technology amplifies these dynamics\u2014sometimes helping, sometimes complicating them.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Where the gaps remain<\/h2>\n\n\n\n<p>Our review identified four major blind spots:<\/p>\n\n\n\n<ol class=\"wp-block-list\">\n<li><strong>CSR and AI:<\/strong> Despite the hype, very little research examines AI\u2019s impact on CSR in services.<\/li>\n\n\n\n<li><strong>Ethics:<\/strong> Issues like privacy, fairness, and digital inclusion are underexplored.<\/li>\n\n\n\n<li><strong>Sectors:<\/strong> Healthcare, education, and cultural services remain overlooked.<\/li>\n\n\n\n<li><strong>Geography:<\/strong> The Global South is underrepresented, despite rapid service-sector growth there.<\/li>\n<\/ol>\n\n\n\n<h2 class=\"wp-block-heading\">Priorities for action<\/h2>\n\n\n\n<p>For researchers, policymakers, and practitioners alike, several priorities stand out:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Build frameworks that bridge CSR and CDR.<\/li>\n\n\n\n<li>Explore AI\u2019s role in reshaping CSR delivery and communication.<\/li>\n\n\n\n<li>Deepen ethical inquiry around digitalisation.<\/li>\n\n\n\n<li>Expand research beyond finance and telecoms.<\/li>\n\n\n\n<li>Study region-specific contexts, especially in emerging economies.<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\">Looking ahead<\/h2>\n\n\n\n<p>International service enterprises are on the frontline of CSR innovation. Advanced technologies bring enormous opportunities for transparency, engagement, and sustainability\u2014but also new ethical responsibilities.<\/p>\n\n\n\n<p>Our review provides the clearest picture yet of this emerging field. The challenge now is to close the gaps\u2014linking CSR and digital responsibility, exploring AI\u2019s impact, and broadening research across sectors and geographies.<\/p>\n\n\n\n<p>Getting this right is not just an academic exercise. It\u2019s a practical necessity for enterprises navigating global markets, social expectations, and the ethical demands of a digital world.<\/p>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\" \/>\n\n\n\n<p class=\"author label\">AUTHORS<\/p>\n\n\n\n<p><strong><em>Dr Ryan Tang<\/em><\/strong><em> and<strong> Dr Lili Mi <\/strong>are members of the <\/em><a href=\"https:\/\/www.griffith.edu.au\/research\/business\/asia-institute\"><em>Griffith Asia Institute,<\/em><\/a><em> Dr Carys Chan is from the Department of Management, Griffith University, Dr Hongmin Yan is from the School of Business, University of New South Wales, and Professor Tamer Cavusgil is from the Institute of International Business, Georgia State University, Atlanta.<\/em><\/p>\n\n\n\n<p><em><strong>Acknowledgement: <\/strong>This blog post was prepared with the assistance of ChatGPT to support the adaptation of the following journal article into a concise, reader-accessible synopsis: Tang, R.W., Mi, L., Chan, X.W.C.\u00a0et al.\u00a0Corporate Social Responsibility and Technological Advancement of International Service Enterprises: Links and Gaps in the Literature.\u00a0Manag Int Rev\u00a0<strong>65<\/strong>, 415\u2013458 (2025). <\/em><a href=\"https:\/\/doi.org\/10.1007\/s11575-025-00578-4\"><em>https:\/\/doi.org\/10.1007\/s11575-025-00578-4<\/em><\/a><\/p>\n\n\n\n<p><\/p>\n","protected":false},"excerpt":{"rendered":"<p>RYAN TANG, LILI MI, XI WEN CARYS CHAN, HONGMIN YAN AND TAMER CAVSGIL\u00a0 |\u00a0 The role of services in global sustainability Services dominate today\u2019s global economy\u2014from finance and telecoms to education, tourism, and healthcare. Unlike goods, services are produced and consumed simultaneously, heavily shaped by people, culture, and context. That makes corporate social responsibility (CSR)<a href=\"https:\/\/testblogs.griffith.edu.au\/asiainsights\/technology-reshaping-responsibility-the-role-of-services-in-global-sustainability\/\">Continue reading <span class=\"sr-only\">&#8220;Technology reshaping responsibility: \u00a0The role of services in global sustainability&#8221;<\/span><\/a><\/p>\n","protected":false},"author":14,"featured_media":11920,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_lmt_disableupdate":"","_lmt_disable":"","jetpack_post_was_ever_published":false,"_jetpack_newsletter_access":"","_jetpack_newsletter_tier_id":0,"footnotes":""},"categories":[2066,2063,2142,1974,1730,1732,2162],"tags":[1361,745,2514,2513,2512,1999,2510,2077,2508,894,2511,1363,2509],"class_list":["post-11918","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-business-and-innovation","category-green-transition-and-development","category-journal-article","category-sdg-12-responsible-consumption-and-production","category-sdg13","category-sdg17","category-sdg9","tag-ai","tag-artificial-intelligence","tag-corporate-social-responsibility","tag-csr","tag-digital-responsibility","tag-environmental-responsibility","tag-hongmin-yan","tag-lili-mi","tag-ryan-tang","tag-sustainability","tag-tamer-cavsgil","tag-technology","tag-xi-wen-carys-chan"],"acf":[],"modified_by":"Jill 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