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GREENING THE SERVICE PROFIT CHAIN: THE IMPACT OF ENVIRONMENTAL MANAGEMENT PRACTICES
Author(s) -
KASSINIS GEORGE I.,
SOTERIOU ANDREAS C.
Publication year - 2003
Publication title -
production and operations management
Language(s) - English
Resource type - Journals
SCImago Journal Rank - 3.279
H-Index - 110
eISSN - 1937-5956
pISSN - 1059-1478
DOI - 10.1111/j.1937-5956.2003.tb00210.x
Subject(s) - business , marketing , loyalty , structural equation modeling , hospitality industry , profit (economics) , customer satisfaction , hospitality , conceptual model , loyalty business model , service (business) , service quality , tourism , economics , computer science , microeconomics , database , machine learning , political science , law
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.