Eco-efficient sustainable service supply chain management hierarchical model based on qualitative information and quantitative data

Purpose This study integrates economic/ecology (eco)-attributes and performance to build a sustainable service supply chain management (SSCM) model. Design/methodology/approach This study proposes the use of the fuzzy Delphi method to screen for the less important attributes and applies a network data envelopment analysis to explore the hierarchical and eco-efficient network interrelationships. The causality and hierarchal eco-efficient model is acquired using a fuzzy decision-making trial and evaluation laboratory analysis Findings The findings are as follows: (1) the information and technology management process is derived by enhancing sustainable customer and supplier relationship management, and (2) the eco-efficient model is improved based on long-term relationships with suppliers - that is, synergistic suppliers improve the service chain quality and provide services in an appropriate and timely manner - and research and development coordination. The theoretical and managerial implications are discussed. Research limitations/implications The eco-efficient model reveals that the sustainable customer relationship management process, sustainable supplier relationship management process and information and technology management process are the major causal attributes in the model. Practical implications The eco-efficient model must be based on (1) long-term relationships with suppliers, (2) synergistic suppliers to improve service chain quality, (3) the provision of services in a timely manner and (4) research and development coordination. Originality/value Prior studies neglect to build an ecological economy model using the efficiency causality model of hierarchical interrelationships. Traditional SSCM fails to involve the triple bottom line performance toward sustainability.