Gen Y consumer perceptions of web-based sustainability communications – the case of luxury fashion

Abstract

Past research has outlined a paradox between sustainability and luxury fashion products, which has changed more recently in that studies highlight the importance of sustainable luxury. Accelerated by COVID-19 sustainability information shown on luxury brands' websites has increased, where they provide analogous information to engage their consumers, yet the impact of which remains unknown. This study utilises sustainability communication as a theoretical underpinning to address this gap. This study is based on a qualitative inquiry into how Gen Y consumers perceive and engage with the information broadcasted on luxury companies' websites. Twenty-five semi-structured interviews were conducted and carefully analysed, thereby highlighting three levels of consumer engagement in communication. Findings thus, contribute to the debates surrounding sustainability communication by looking at information conveyed on companies' websites from consumers' perspective. The results provide novel insights into sustainability communication theory, outlining three unique layers that have different outcomes in terms of awareness and action. The findings also provide some suggections for luxury fashion companies to effectively manage their sustainability communication on their companies' websites.