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

页码：386 / 403

页数：18

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