Eco-certifications of services, which are voluntary environmental programs certifying sustainable features related to customer experience, are an area of emerging interest to operations management. Yet there is little consensus on how eco-certifications may influence customer experience and...

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...

An exploratory study has been conducted to establish two sustainability measures reflecting consumption of resources at 984 sites in the U.S. hospitality industry over an 8 year period: first one is driven by operating factors (OPF), and the other is driven by consumer behavior related factors...