Pushing the Frontier of Sustainable Service Operations: Evidence from the U.S. Hospitality Industry

Journal of Service Management, 23(3): 377–399

45 Pages Posted: 16 Oct 2010 Last revised: 12 Jan 2013

See all articles by Jie J. Zhang

Jie J. Zhang

University of Vermont - School of Business Administration

Nitin Joglekar

Boston University - Questrom School of Business

Rohit Verma

Cornell University - School of Hotel Administration

Date Written: October 16, 2010

Abstract

This research examines how the environmental sustainability decisions of service supply chain constituents – owners, operators and customers – impact the operating performance frontier (Schmenner and Swink 1998). We develop outcome-based environmental sustainability measures and propose a frontier framework for assessing sustainable service operations management (SSOM) using these measures. The framework is tested using a panel dataset featuring 984 U.S. hotel properties from 2001 to 2006. The findings map an improvement path via leveraging the entire service chain: engaging customers in sustainable development and improving operations to drive down resource consumption; expanding access to environmentally conscious customers; and investing in sustainable service differentiation.

Keywords: Environmental Sustainability, Service Supply Chain, Operating Performance Frontier, Built Environment

Suggested Citation

Zhang, Jie J. and Joglekar, Nitin and Verma, Rohit, Pushing the Frontier of Sustainable Service Operations: Evidence from the U.S. Hospitality Industry (October 16, 2010). Journal of Service Management, 23(3): 377–399, Available at SSRN: https://ssrn.com/abstract=1693120 or http://dx.doi.org/10.2139/ssrn.1693120

Jie J. Zhang

University of Vermont - School of Business Administration ( email )

Burlington, VT 05405
United States

HOME PAGE: http://www.uvm.edu/business/?Page=profile.php&id=423

Nitin Joglekar (Contact Author)

Boston University - Questrom School of Business ( email )

595 Commonwealth Ave
Boston, MA 02466
United States

Rohit Verma

Cornell University - School of Hotel Administration ( email )

435B Statler Hall
Ithaca, NY 14853-6902
United States

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