Purpose: The question of resource scarcity and emerging pressure of environmental legislations has brought a new challenge for the manufacturing industry. On the one hand, there is a huge population that demands a large quantity of commodities; on the other hand, these demands have to be met by...

Resource allocation decisions in the areas of service quality and environmental sustainability canbe challenging because ex ante it is difficult to assess the potential performance benefits of suchinvestments. This paper investigates the operating performance implications of service qualityand...