Greening the service profit chain: The impact of environmental management practices

被引：1
|
作者：
Kassinis, GI [1 ]
Soteriou, AC [1 ]
机构：
[1] Univ Cyprus, Dept Publ & Business Adm, CY-1678 Nicosia, Cyprus
来源：
PRODUCTION AND OPERATIONS MANAGEMENT | 2003年 / 12卷 / 03期
关键词：
customer loyalty; customer satisfaction; environmental management practices; service profit chain;
D O I：
暂无
中图分类号：
T [工业技术];
学科分类号：
08 ;
摘要：
This paper explores the relationship between environmental practices and performance in services and the impact of such practices on the external portion of the service profit chain. Using structural equation modeling, it tests the hypotheses developed with data from the European hospitality industry. The findings suggest that environmental practices are positively related to performance through the mediating effect of enhanced customer satisfaction and loyalty. The paper's contributions. include: the conceptual development of the relationship between environmental practices and performance in services, the incorporation of environmental practices within the service profit chain, and the testing of their impact on customer satisfaction.
引用
收藏
页码：386 / 403
页数：18
相关论文
共 50 条
  • [1] Total service profit chain management - Development of Heskett's theory of service profit chain
    Chow, YS
    Yu, WW
    SERVICE SYSTEMS AND SERVICE MANAGEMENT - PROCEEDINGS OF ICSSSM '04, VOLS 1 AND 2, 2004, : 15 - 18
  • [2] The impact of RFID on service organizations: a service profit chain perspective
    Smith, Jeffery S.
    Lee, Lorraine
    Gleim, Mark
    MANAGING SERVICE QUALITY, 2009, 19 (02): : 179 - 194
  • [3] The complementarity of green supply chain management practices and the impact on environmental performance
    Al-Sheyadi, Anwar
    Muyldermans, Luc
    Kauppi, Katri
    JOURNAL OF ENVIRONMENTAL MANAGEMENT, 2019, 242 : 186 - 198
  • [4] Greening Service Capacity in Telecom Supply Chain under Environmental Regulation
    Shi, Ying
    Yang, Tianjian
    Zhang, Yu
    Ma, Rong
    SUSTAINABILITY, 2024, 16 (07)
  • [5] Impact of Service on Customers' Demand and Members' Profit in Supply Chain
    Ahmadvand, A.
    Asadi, H.
    Jamshidi, R.
    INTERNATIONAL JOURNAL OF ENGINEERING, 2012, 25 (03): : 213 - 222
  • [6] Service Impact on Customer Demand and Member Profit in a Supply Chain
    Jamshidi, Rasul
    Ghomi, Seyyed Mohammad Taghi Fatemi
    2011 IEEE INTERNATIONAL CONFERENCE ON INDUSTRIAL ENGINEERING AND ENGINEERING MANAGEMENT (IEEM), 2011, : 923 - 927
  • [7] A Short Review on Green Supply Chain Management Practices The Impact on Operational and Environmental Performance
    Shaikh, Fazal Ali
    Shahbaz, Muhammad Saeed
    Odhano, Nasurullah
    ENGINEERING TECHNOLOGY & APPLIED SCIENCE RESEARCH, 2020, 10 (02) : 5367 - 5370
  • [8] The impact of corporate environmental management practices on environmental performance
    Hassan, Omaima A. G.
    Romilly, Peter
    Khadaroo, Iqbal
    BUSINESS ETHICS THE ENVIRONMENT & RESPONSIBILITY, 2024, 33 (03): : 449 - 467
  • [9] Service-oriented human resource practices and customer outcomes: the service-profit chain perspective
    Chen, Pei-Chi
    Chi, Nai-Wen
    PERSONNEL REVIEW, 2022, 51 (04) : 1427 - 1448
  • [10] Impact of supply chain management practices on sustainability
    Govindan, Kannan
    Azevedo, Susana G.
    Carvalho, Helena
    Cruz-Machado, V.
    JOURNAL OF CLEANER PRODUCTION, 2014, 85 : 212 - 225
12345