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Implementing Sustainability in Service Operations at Scandic Hotels

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  • Ann Goodman

    (15 East 11th Street, 4L New York, New York 10003)

Abstract

The case of Scandic Hotels shows, first, that sustainable strategies and practices can be just as useful in service operations as in manufacturing operations; and second, that such strategies and practices can support a corporate turnaround effort. Scandic Hotels, Nordic Europe's biggest hotel chain, was on the verge of collapse in the early 1990s. A new CEO, Roland Nilsson, turned the company around by introducing two business principles, decentralized management and sustainable development. The company's new value system, embodied in the concept of sustainability, linked customers and employees, who were calling for more environmental responsibility. Through employee-training programs, environmental information systems, and innovative collaborations with suppliers, Scandic was revived within a few years as a profitable corporation well on the road to sustainability.

Suggested Citation

  • Ann Goodman, 2000. "Implementing Sustainability in Service Operations at Scandic Hotels," Interfaces, INFORMS, vol. 30(3), pages 202-214, June.
    • Handle: RePEc:inm:orinte:v:30:y:2000:i:3:p:202-214
    DOI: 10.1287/inte.30.3.202.11653
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    Cited by:

    1. Blackman, Allen & Rivera, Jorge, 2010. "The Evidence Base for Environmental and Socioeconomic Impacts of “Sustainable” Certification," RFF Working Paper Series dp-10-17, Resources for the Future.
    2. 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.
    3. Buckley, Ralf, 2013. "Social-benefit certification as a game," Tourism Management, Elsevier, vol. 37(C), pages 203-209.
    4. Khoa T. Tran & Phuong V. Nguyen, 2020. "Corporate Social Responsibility: Findings from the Vietnamese Paint Industry," Sustainability, MDPI, vol. 12(3), pages 1-20, February.
    5. Ana Ispas & Elena Nicoleta Untaru & Adina Nicoleta Candrea, 2019. "Environmental Management Practices within Agritourism Boarding Houses in Romania: A Qualitative Study Among Managers," Sustainability, MDPI, vol. 11(14), pages 1-25, July.
    6. Vanja Gnjidic & Roberta Kurti Vukovic, 2018. "Managing CSR in Croatian Hospitality: The Case of Luxury Boutique Hotels," Indian Journal of Commerce and Management Studies, Educational Research Multimedia & Publications,India, vol. 9(3), pages 01-09, September.
    7. Khuong Ngoc Mai & Do Hanh Nhan & Phuong Thi Minh Nguyen, 2023. "Empirical Study of Green Practices Fostering Customers’ Willingness to Consume via Customer Behaviors: The Case of Green Restaurants in Ho Chi Minh City of Vietnam," Sustainability, MDPI, vol. 15(5), pages 1-27, February.
    8. Dan-Cristian Dabija & Raluca Babut, 2013. "An approach to sustainable development from tourists` perspective. Empirical evidence in Romania," The AMFITEATRU ECONOMIC journal, Academy of Economic Studies - Bucharest, Romania, vol. 15(Special 7), pages 617-633, November.
    9. Denise Ravet, 2011. "Lean production: the link between supply chain and sustainable development in an international environment," Post-Print hal-00691666, HAL.
    10. Molina-Azorín, Jose F. & Tarí, Juan José & Pereira-Moliner, Jorge & López-Gamero, María D. & Pertusa-Ortega, Eva M., 2015. "The effects of quality and environmental management on competitive advantage: A mixed methods study in the hotel industry," Tourism Management, Elsevier, vol. 50(C), pages 41-54.
    11. Maria-del-Mar Alonso-Almeida & Alfredo Rocafort & Fernando Borrajo, 2016. "Shedding Light on Eco-Innovation in Tourism: A Critical Analysis," Sustainability, MDPI, vol. 8(12), pages 1-12, December.
    12. Blackman, Allen & Rivera, Jorge, 2010. "The Evidence Base for Environmental and Socioeconomic Impacts of “Sustainable†Certification," RFF Working Paper Series dp-10-10-efd, Resources for the Future.
    13. Yusuf Yılmaz & Engin Üngüren & Yaşar Yiğit Kaçmaz, 2019. "Determination of Managers’ Attitudes Towards Eco-Labeling Applied in the Context of Sustainable Tourism and Evaluation of the Effects of Eco-Labeling on Accommodation Enterprises," Sustainability, MDPI, vol. 11(18), pages 1-27, September.
    14. Sung Yul Ryoo & Chulmo Koo, 2013. "Green practices-IS alignment and environmental performance: The mediating effects of coordination," Information Systems Frontiers, Springer, vol. 15(5), pages 799-814, November.
    15. Maria de Lurdes Calisto & Jorge Umbelino & Ana Gonçalves & Cláudia Viegas, 2021. "Environmental Sustainability Strategies for Smaller Companies in the Hotel Industry: Doing the Right Thing or Doing Things Right?," Sustainability, MDPI, vol. 13(18), pages 1-19, September.
    16. Chou, Chia-Jung, 2014. "Hotels' environmental policies and employee personal environmental beliefs: Interactions and outcomes," Tourism Management, Elsevier, vol. 40(C), pages 436-446.
    17. Suhong Li & Thomas Ngniatedema & Fang Chen, 2017. "Understanding the Impact of Green Initiatives and Green Performance on Financial Performance in the US," Business Strategy and the Environment, Wiley Blackwell, vol. 26(6), pages 776-790, September.
    18. Kim, Jin-Young & Hlee, Sunyoung & Joun, Youhee, 2016. "Green practices of the hotel industry: Analysis through the windows of smart tourism system," International Journal of Information Management, Elsevier, vol. 36(6), pages 1340-1349.

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    Keywords

    INDUSTRIES—HOTEL—MOTEL; ENVIRONMENT;

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