Linking green supply chain management practices and behavioural intentions: the mediating role of customer satisfaction
Journal of Hospitality and Tourism Insights
ISSN: 2514-9792
Article publication date: 27 July 2023
Issue publication date: 30 April 2024
Abstract
Purpose
The present research investigates the effects of green supply chain management (GSCM) practices on customer behavioural intentions (e.g. word of mouth [WOM], willingness to pay [WTP] and revisit intention [RI]) and the mediating role of customer satisfaction (CS) in the hospitality industry in Bangladesh.
Design/methodology/approach
The authors applied a convenience sampling approach to distribute questionnaires and collect opinions from 404 customers who stayed in Bangladesh's five- and four-star hotels. SmartPLS was applied to examine the proposed hypothesised model.
Findings
GSCM practices have positive and significant impacts on CS and behavioural intentions of customers' WOM, WTP and RI. Additionally, CS mediates the association between GSCM practices and three behavioural intentions.
Practical implications
To boost their hotel's financial performance, hoteliers should allocate more resources to improving environmental sustainability practices in supply chain management.
Originality/value
This study's novel contribution to the literature rests in the findings regarding the mediating effect of CS. This adds value to the theory of planned behaviour. Another unique contribution of this study is that it combines three behavioural intentions (willingness to pay, RI and WOM).
Keywords
Citation
Karim, R.A., Rabiul, M.K. and Kawser, S. (2024), "Linking green supply chain management practices and behavioural intentions: the mediating role of customer satisfaction", Journal of Hospitality and Tourism Insights, Vol. 7 No. 2, pp. 1148-1168. https://doi.org/10.1108/JHTI-04-2023-0241
Publisher
:Emerald Publishing Limited
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