Environmental, Social and Governance (ESG) metrics do not serve services customers: a missing link between sustainability metrics and customer perceptions of social innovation

Purpose The purpose of this paper is to highlight challenges for service firms communicating Environmental, Social and Governance (ESG) efforts customers. Specifically, it focuses on the relationship between ESG metrics reporting customer perceptions social innovativeness. Design/methodology/approach empirical material comprises three years data (2018–2020) covering more than 100 from sources: (1) Innovation Index (Sii), which collected as part American (Aii), (2) Bloomberg Sustainability Accounting Standards Board (SASB) (3) Datamaran. Findings do not suffice explain Rather, a firm's industry plays prominent role in affecting these where are at disadvantage customers perceive services less socially innovative compared goods. Practical implications While provide important information investors regulators, they reflected customers' firms' innovativeness, relative Therefore, researchers managers must advance their knowledge regarding how better link report perceptions. Originality/value offers first large-scale, cross-industry investigation impact leading research agenda communication ESG.