IDEAS home Printed from https://ideas.repec.org/a/bla/bstrat/v25y2016i3p205-220.html
   My bibliography  Save this article

The Effect of Customer‐Centric Green Supply Chain Management on Operational Performance and Customer Satisfaction

Author

Listed:
  • Roberto Chavez
  • Wantao Yu
  • Mengying Feng
  • Frank Wiengarten

Abstract

This study explores the links of implementing customer‐centric green supply chain management (GSCM) with its antecedent factors (i.e. customer pressure) and performance outcomes (i.e. operational performance and customer satisfaction). Data for this study were obtained through a survey of 126 automobile manufacturers in China. Results suggest that customer pressure has a positive effect on the implementation of customer‐centric GSCM, which, in turn, leads to multiple operational performance improvements (i.e. flexibility, delivery, quality and cost). While production flexibility and cost appear to have no significant impact on customer satisfaction, product quality and delivery are significantly and positively associated with customer satisfaction. On the practical front, this paper provides guidelines for managers in implementing customer‐centric GSCM to respond to customer pressures and improve firm performance, and for policy‐makers to encourage partner‐focused GSCM efforts in environmental policy. Copyright © 2014 John Wiley & Sons, Ltd and ERP Environment

Suggested Citation

  • Roberto Chavez & Wantao Yu & Mengying Feng & Frank Wiengarten, 2016. "The Effect of Customer‐Centric Green Supply Chain Management on Operational Performance and Customer Satisfaction," Business Strategy and the Environment, Wiley Blackwell, vol. 25(3), pages 205-220, March.
    • Handle: RePEc:bla:bstrat:v:25:y:2016:i:3:p:205-220
    DOI: 10.1002/bse.1868
    as

    Download full text from publisher

    File URL: https://doi.org/10.1002/bse.1868
    Download Restriction: no
    File URL: https://libkey.io/10.1002/bse.1868?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    References listed on IDEAS

    as
    1. Kristel Buysse & Alain Verbeke, 2003. "Proactive environmental strategies: a stakeholder management perspective," Strategic Management Journal, Wiley Blackwell, vol. 24(5), pages 453-470, May.
    2. Stefan Gold & Stefan Seuring & Philip Beske, 2010. "Sustainable supply chain management and inter‐organizational resources: a literature review," Corporate Social Responsibility and Environmental Management, John Wiley & Sons, vol. 17(4), pages 230-245, July.
    3. Armstrong, J. Scott & Overton, Terry S., 1977. "Estimating Nonresponse Bias in Mail Surveys," MPRA Paper 81694, University Library of Munich, Germany.
    4. Jörn‐Henrik Thun & Andrea Müller, 2010. "An empirical analysis of green supply chain management in the German automotive industry," Business Strategy and the Environment, Wiley Blackwell, vol. 19(2), pages 119-132, February.
    5. Munson, Charles L. & Rosenblatt, Meir J. & Rosenblatt, Zehava, 1999. "The use and abuse of power in supply chains," Business Horizons, Elsevier, vol. 42(1), pages 55-65.
    6. Qi Guoyou & Zeng Saixing & Tam Chiming & Yin Haitao & Zou Hailiang, 2013. "Stakeholders' Influences on Corporate Green Innovation Strategy: A Case Study of Manufacturing Firms in China," Corporate Social Responsibility and Environmental Management, John Wiley & Sons, vol. 20(1), pages 1-14, January.
    7. Zhu, Qinghua & Sarkis, Joseph & Lai, Kee-hung, 2008. "Confirmation of a measurement model for green supply chain management practices implementation," International Journal of Production Economics, Elsevier, vol. 111(2), pages 261-273, February.
    8. Madhu Khanna & William Rose Q. Anton, 2002. "Corporate Environmental Management: Regulatory and Market-Based Incentives," Land Economics, University of Wisconsin Press, vol. 78(4), pages 539-558.
    9. Magali Delmas & Ivan Montiel, 2009. "Greening the Supply Chain: When Is Customer Pressure Effective?," Journal of Economics & Management Strategy, Wiley Blackwell, vol. 18(1), pages 171-201, March.
    10. Nicole Darnall & Irene Henriques & Perry Sadorsky, 2010. "Adopting Proactive Environmental Strategy: The Influence of Stakeholders and Firm Size," Journal of Management Studies, Wiley Blackwell, vol. 47(6), pages 1072-1094, September.
    11. Dorli Harms & Erik G. Hansen & Stefan Schaltegger, 2013. "Strategies in Sustainable Supply Chain Management: An Empirical Investigation of Large German Companies," Corporate Social Responsibility and Environmental Management, John Wiley & Sons, vol. 20(4), pages 205-218, July.
    12. Petra Christmann & Glen Taylor, 2001. "Globalization and the Environment: Determinants of Firm Self-Regulation in China," Journal of International Business Studies, Palgrave Macmillan;Academy of International Business, vol. 32(3), pages 439-458, September.
    13. Vachon, Stephan & Klassen, Robert D., 2008. "Environmental management and manufacturing performance: The role of collaboration in the supply chain," International Journal of Production Economics, Elsevier, vol. 111(2), pages 299-315, February.
    14. Qinghua Zhu & Yong Geng & Tsuyoshi Fujita & Shizuka Hashimoto, 2010. "Green supply chain management in leading manufacturers," Management Research Review, Emerald Group Publishing Limited, vol. 33(4), pages 380-392, March.
    15. Handfield, Robert & Walton, Steven V. & Sroufe, Robert & Melnyk, Steven A., 2002. "Applying environmental criteria to supplier assessment: A study in the application of the Analytical Hierarchy Process," European Journal of Operational Research, Elsevier, vol. 141(1), pages 70-87, August.
    16. Kim, Soo Wook, 2009. "An investigation on the direct and indirect effect of supply chain integration on firm performance," International Journal of Production Economics, Elsevier, vol. 119(2), pages 328-346, June.
    17. Magali A. Delmas & Michael W. Toffel, 2008. "Organizational responses to environmental demands: opening the black box," Strategic Management Journal, Wiley Blackwell, vol. 29(10), pages 1027-1055, October.
    18. Zhang, Qingyu & Vonderembse, Mark A. & Cao, Mei, 2009. "Product concept and prototype flexibility in manufacturing: Implications for customer satisfaction," European Journal of Operational Research, Elsevier, vol. 194(1), pages 143-154, April.
    19. Kwang-Yong Shin, 2014. "Corporate Social Responsibility," SpringerBriefs in Business, in: Corporate Social Responsibility Reporting in China, edition 127, chapter 0, pages 1-21, Springer.
    20. Stefan Seuring, 2011. "Supply chain management for sustainable products – insights from research applying mixed methodologies," Business Strategy and the Environment, Wiley Blackwell, vol. 20(7), pages 471-484, November.
    21. Sarkis, Joseph & Zhu, Qinghua & Lai, Kee-hung, 2011. "An organizational theoretic review of green supply chain management literature," International Journal of Production Economics, Elsevier, vol. 130(1), pages 1-15, March.
    22. Cecilia Solér & Kerstin Bergström & Helena Shanahan, 2010. "Green supply chains and the missing link between environmental information and practice," Business Strategy and the Environment, Wiley Blackwell, vol. 19(1), pages 14-25, January.
    23. Qinghua Zhu & Joseph Sarkis & Kee‐hung Lai & Yong Geng, 2008. "The role of organizational size in the adoption of green supply chain management practices in China," Corporate Social Responsibility and Environmental Management, John Wiley & Sons, vol. 15(6), pages 322-337, November.
    24. Hartley, Janet L. & Choi, Thomas Y., 1996. "Supplier development: Customers as a catalyst of process change," Business Horizons, Elsevier, vol. 39(4), pages 37-44.
    25. Lai, Kee-hung & Wong, Christina W.Y., 2012. "Green logistics management and performance: Some empirical evidence from Chinese manufacturing exporters," Omega, Elsevier, vol. 40(3), pages 267-282.
    26. Freeman, R. Edward & Liedtka, Jeanne, 1991. "Corporate social responsibility: A critical approach," Business Horizons, Elsevier, vol. 34(4), pages 92-98.
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Mengying Feng & Wantao Yu & Xingyu Wang & Chee Yew Wong & Maozeng Xu & Zhi Xiao, 2018. "Green supply chain management and financial performance: The mediating roles of operational and environmental performance," Business Strategy and the Environment, Wiley Blackwell, vol. 27(7), pages 811-824, November.
    2. Wu, Guo-Ciang & Ding, Jyh-Hong & Chen, Ping-Shun, 2012. "The effects of GSCM drivers and institutional pressures on GSCM practices in Taiwan’s textile and apparel industry," International Journal of Production Economics, Elsevier, vol. 135(2), pages 618-636.
    3. Saghiri, Soroosh Sam & Mirzabeiki, Vahid, 2021. "Buyer-led environmental supplier development: Can suppliers really help it?," International Journal of Production Economics, Elsevier, vol. 233(C).
    4. Christina W.Y. Wong & Chee Yew Wong & Sakun Boon‐itt, 2018. "How Does Sustainable Development of Supply Chains Make Firms Lean, Green and Profitable? A Resource Orchestration Perspective," Business Strategy and the Environment, Wiley Blackwell, vol. 27(3), pages 375-388, March.
    5. Grekova, K. & Bremmers, H.J. & Trienekens, J.H. & Kemp, R.G.M. & Omta, S.W.F., 2014. "Extending environmental management beyond the firm boundaries: An empirical study of Dutch food and beverage firms," International Journal of Production Economics, Elsevier, vol. 152(C), pages 174-187.
    6. Dai, Jing & Montabon, Frank L. & Cantor, David E., 2014. "Linking rival and stakeholder pressure to green supply management: Mediating role of top management support," Transportation Research Part E: Logistics and Transportation Review, Elsevier, vol. 71(C), pages 173-187.
    7. Nelly Oelze & Stefan Ulstrup Hoejmose & Andre Habisch & Andrew Millington, 2016. "Sustainable Development in Supply Chain Management: The Role of Organizational Learning for Policy Implementation," Business Strategy and the Environment, Wiley Blackwell, vol. 25(4), pages 241-260, May.
    8. Wenwen Zhu & Zhiqiang Wang, 2018. "The Collaborative Networks and Thematic Trends of Research on Purchasing and Supply Management for Environmental Sustainability: A Bibliometric Review," Sustainability, MDPI, vol. 10(5), pages 1-28, May.
    9. Christin Seifert & Edeltraud Guenther, 2020. "Who cares?—Stakeholder relevance for voluntary environmental management in hospitals," Corporate Social Responsibility and Environmental Management, John Wiley & Sons, vol. 27(4), pages 1786-1799, July.
    10. Dai, Jing & Montabon, Frank L. & Cantor, David E., 2015. "Reprint of “Linking rival and stakeholder pressure to green supply management: Mediating role of top management support”," Transportation Research Part E: Logistics and Transportation Review, Elsevier, vol. 74(C), pages 124-138.
    11. Rubén Michael Rodríguez‐González & Gonzalo Maldonado‐Guzman & Antonia Madrid‐Guijarro, 2022. "The effect of green strategies and eco‐innovation on Mexican automotive industry sustainable and financial performance: Sustainable supply chains as a mediating variable," Corporate Social Responsibility and Environmental Management, John Wiley & Sons, vol. 29(4), pages 779-794, July.
    12. Liu, Junjun & Hu, Houbao & Tong, Xun & Zhu, Qinghua, 2020. "Behavioral and technical perspectives of green supply chain management practices: Empirical evidence from an emerging market," Transportation Research Part E: Logistics and Transportation Review, Elsevier, vol. 140(C).
    13. Esfahbodi, Ali & Zhang, Yufeng & Liu, Yang & Geng, Duanyang, 2023. "The fallacy of profitable green supply chains: The role of green information systems (GIS) in attenuating the sustainability trade-offs," International Journal of Production Economics, Elsevier, vol. 255(C).
    14. Wei Shan & Jingyi Wang, 2018. "Mapping the Landscape and Evolutions of Green Supply Chain Management," Sustainability, MDPI, vol. 10(3), pages 1-23, February.
    15. Julia Wolf, 2014. "The Relationship Between Sustainable Supply Chain Management, Stakeholder Pressure and Corporate Sustainability Performance," Journal of Business Ethics, Springer, vol. 119(3), pages 317-328, February.
    16. K. T. Shibin & Rameshwar Dubey & Angappa Gunasekaran & Benjamin Hazen & David Roubaud & Shivam Gupta & Cyril Foropon, 2020. "Examining sustainable supply chain management of SMEs using resource based view and institutional theory," Annals of Operations Research, Springer, vol. 290(1), pages 301-326, July.
    17. Antony Paulraj & Injazz J. Chen & Constantin Blome, 2017. "Motives and Performance Outcomes of Sustainable Supply Chain Management Practices: A Multi-theoretical Perspective," Journal of Business Ethics, Springer, vol. 145(2), pages 239-258, October.
    18. Dubey, Rameshwar & Gunasekaran, Angappa & Childe, Stephen J. & Papadopoulos, Thanos & Hazen, Benjamin & Giannakis, Mihalis & Roubaud, David, 2017. "Examining the effect of external pressures and organizational culture on shaping performance measurement systems (PMS) for sustainability benchmarking: Some empirical findings," International Journal of Production Economics, Elsevier, vol. 193(C), pages 63-76.
    19. Liu, Yang & Zhu, Qinghua & Seuring, Stefan, 2017. "Linking capabilities to green operations strategies: The moderating role of corporate environmental proactivity," International Journal of Production Economics, Elsevier, vol. 187(C), pages 182-195.
    20. Hua-Hung (Robin) Weng & Ja-Shen Chen & Pei-Ching Chen, 2015. "Effects of Green Innovation on Environmental and Corporate Performance: A Stakeholder Perspective," Sustainability, MDPI, vol. 7(5), pages 1-30, April.

    More about this item

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:bla:bstrat:v:25:y:2016:i:3:p:205-220. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Wiley Content Delivery (email available below). General contact details of provider: http://onlinelibrary.wiley.com/journal/10.1002/(ISSN)1099-0836 .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.