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

• 成果类型: Article
• 署名作者: Kassinis, GI; Soteriou, AC
• 署名单位: University of Cyprus
• 刊物名称: PRODUCTION AND OPERATIONS MANAGEMENT
• ISSN/ISSBN: 1059-1478
• 发表日期: 2003
• 页码: 386-403
• 关键词: customer loyalty; customer satisfaction; environmental management practices; service profit chain

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.