GREENING THE SERVICE PROFIT CHAIN: THE IMPACT OF ENVIRONMENTAL MANAGEMENT PRACTICES

George I. Kassinis · Andreas C. Soteriou

350 citations0/0 files storedProduction and Operations Management

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Environmental Sustainability in Business Customer Service Quality and Loyalty Sustainable Supply Chain Management

Abstract

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.

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References

1988On the Evaluation of Structural Equation Models 1986Self-Reports in Organizational Research: Problems and Prospects 1995Toward a New Conception of the Environment-Competitiveness Relationship 1989EQS : structural equations program manual 1990Structural Model Evaluation and Modification: An Interval Estimation Approach 1999Whence Consumer Loyalty?1994Customer Loyalty: Toward an Integrated Conceptual Framework 1998Modern Methods for Business Research

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