Green Practices and Customer Evaluations of the Service Experience: The Moderating Roles of External Environmental Factors and Firm Characteristics

Wei Jiang (), Liwen Wang () and Kevin Zhou ()
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Wei Jiang: Xiamen University
Liwen Wang: Shenzhen University [Shenzhen], SAFTI - Shenzhen Audencia Financial Technology Institute
Kevin Zhou: HKU - The University of Hong Kong

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Abstract: Given that services differ from goods in terms of intangibility, heterogeneity, and inseparability, customers may evaluate green services differently from how they evaluate green goods. Previous research has investigated customers' perceptions and purchase decisions regarding green products. However, limited attention has been paid to the impact of green practices on customer evaluations of the service experience as well as important contingencies that bear on this relationship. Drawing on stakeholder theory, our study examines the impact of green practices on customer evaluations and further considers the influences of environmentaland firm-level contingencies. We test our model with a multi-source dataset in the Chinese hotel industry. The findings indicate that green practices improve customer evaluations of the service experience. This positive impact is, however, weaker in external environments characterized by high internet penetration and market complexity but is stronger for hotels with innovative services and for business hotels. Our findings provide novel insights into the environmental ethics and stakeholder management literatures by revealing the role of green practices in promoting positive service evaluations as well as the contingent influences of external environments and internal firm-level characteristics.

Keywords: Green practices customer evaluations internet penetration market complexity service innovativeness hotel industry; Green practices; customer evaluations; internet penetration; market complexity; service innovativeness; hotel industry (search for similar items in EconPapers)
Date: 2022-01-17
New Economics Papers: this item is included in nep-cse, nep-env, nep-hme and nep-sbm
Note: View the original document on HAL open archive server: https://audencia.hal.science/hal-04015637v1
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Published in Journal of Business Ethics, 2022, 183, pp.237-253

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