Environmental service operations: Challenges and opportunities
PublisherWorld Scientific Publishing Co.
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This chapter discusses the challenges and opportunities surrounding environmental operations in the context of services, the challenge of integrating environmental and quality practices, and how their successful integration can provide customers with legitimate signals regarding a service firm’s environmental efforts. We further discuss the relationship among environmental practices, customer satisfaction, and loyalty within the context of an environmental Service Profit Chain framework, and conclude with broad directions for future research in this area. © 2012 by World Scientific Publishing Co. Pte. Ltd. All rights reserved.