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
  • [21] The service-profit chain: An empirical analysis in high-contact service industries
    Yee, Rachel W. Y.
    Yeung, Andy C. L.
    Cheng, T. C. E.
    INTERNATIONAL JOURNAL OF PRODUCTION ECONOMICS, 2011, 130 (02) : 236 - 245
  • [22] Study on service profit chain: Review and prospect
    Liu, XY
    2005 INTERNATIONAL CONFERENCE ON SERVICES SYSTEMS AND SERVICES MANAGEMENT, VOLS 1 AND 2, PROCEEDINGS, 2005, : 429 - 434
  • [23] An examination of the online service-profit chain
    Bressolles, Gregory
    Durrieu, Francois
    Deans, Kenneth
    INTERNATIONAL JOURNAL OF RETAIL & DISTRIBUTION MANAGEMENT, 2015, 43 (08) : 727 - +
  • [24] The expanded service profit chain model of China
    Liu, XY
    FOURTH WUHAN INTERNATIONAL CONFERENCE ON E-BUSINESS: THE INTERNET ERA & THE GLOBAL ENTERPRISE, VOLS 1 AND 2, 2005, : 1276 - 1284
  • [25] A conceptual Analysis of the Service-Profit Chain
    Eller, Toennjes Freerk
    AKTUELLE ASPEKTE IN DER DIENSTLEISTUNGSFORSCHUNG, 2015, : 163 - 200
  • [26] The Service-Profit Chain in Spine Surgery
    Sharan, Alok D.
    Schroeder, Gregory D.
    West, Michael E.
    Vaccaro, Alexander R.
    CLINICAL SPINE SURGERY, 2016, 29 (05): : 205 - 207
  • [27] Applying the service profit chain in a retail environment - Challenging the "satisfaction mirror"
    Silvestro, R
    Cross, S
    INTERNATIONAL JOURNAL OF SERVICE INDUSTRY MANAGEMENT, 2000, 11 (03): : 244 - 268
  • [28] Towards environmental sustainability: the nexus between green supply chain management, total quality management, and environmental management practices
    Jum'a, Luay
    Alkalha, Ziad
    Alaraj, Maher
    INTERNATIONAL JOURNAL OF QUALITY & RELIABILITY MANAGEMENT, 2024, 41 (05) : 1209 - 1234
  • [29] Study on Logistics Service Recovery System Based on Service Profit Chain
    Zhang, Yinghua
    Jiang, LiHua
    Meng, Fancui
    IEEE/SOLI'2008: PROCEEDINGS OF 2008 IEEE INTERNATIONAL CONFERENCE ON SERVICE OPERATIONS AND LOGISTICS, AND INFORMATICS, VOLS 1 AND 2, 2008, : 1221 - 1226
  • [30] Perils of Managing the Service Profit Chain: The Role of Time Lags and Feedback Loops
    Evanschitzky, Heiner
    v Wangenheim, Florian
    Wuenderlich, Nancy V.
    JOURNAL OF RETAILING, 2012, 88 (03) : 356 - 366
12345