A sequential process from external stakeholder pressures to performance in services

IF 3.9 3区管理学 Q2 BUSINESS

Journal of Service Theory and Practice Pub Date : 2022-07-21 DOI:10.1108/jstp-06-2021-0109

Yu Shi, Kuen‐Hung Tsai

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引用次数: 3

Abstract

PurposeThis study develops a sequential process model to address how to improve firm performance by responding to external stakeholder pressures in service contexts.Design/methodology/approachThe model posits that external stakeholder pressures affect firm performance through organizational learning, green creativity and environmental performance. Data from 219 service firms are utilized to test the hypotheses. A sequential mediation approach is adopted to analyze the model.FindingsResults reveal (1) organizational learning mediates the effects of government, customer and supplier pressures on firm performance, (2) environmental performance mediates the effect of customer pressure on firm performance, (3) organizational learning and green creativity serially mediate the effects of the three stakeholder pressures on firm performance and (4) the three external stakeholder pressures enhance firm performance through organizational learning, green creativity and environmental performance in a sequential manner.Originality/valueThis study originally contributes to the service literature by providing a sequential process lens to address how to improve performance by responding to external stakeholder pressures.

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从外部利益相关者压力到服务绩效的连续过程

本研究开发了一个顺序过程模型，以解决如何通过响应服务环境中的外部利益相关者压力来提高公司绩效。该模型假设外部利益相关者压力通过组织学习、绿色创造力和环境绩效影响企业绩效。来自219家服务公司的数据被用来检验假设。采用顺序中介方法对模型进行分析。结果表明:(1)组织学习在政府、顾客和供应商压力对企业绩效的影响中起中介作用，(2)环境绩效在顾客压力对企业绩效的影响中起中介作用，(3)组织学习和绿色创意依次中介三种利益相关者压力对企业绩效的影响，(4)三种外部利益相关者压力通过组织学习提升企业绩效。绿色创意与环保表现相辅相成。原创性/价值本研究最初对服务文献做出了贡献，它提供了一个连续的过程视角，以解决如何通过响应外部利益相关者的压力来提高绩效。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

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来源期刊

Journal of Service Theory and Practice Multiple-

CiteScore

8.00

自引率

15.20%

发文量

期刊介绍： Formerly known as Managing Service Quality – Impact Factor: 1.286 (2015) – the Journal of Service Theory and Practice (JSTP) aims to publish research in the field of service management that not only makes a theoretical contribution to the service literature, but also scrutinizes and helps improve industry practices by offering specific recommendations and action plans to practitioners. Recognizing the importance of the service sector across the globe, the journal encourages submissions from and/or studying issues from around the world. JSTP gives prominence to research based on real world data, be it quantitative or qualitative. The journal also encourages the submission of strong conceptual and theoretical papers that make a substantive contribution to the scholarly literature in service management. JSTP publishes double-blind peer reviewed papers and encourages submissions from both academics and practitioners. The changing social structures and values, as well as new developments in economic, political, and technological fields are creating sea-changes in the philosophy, strategic aims, operational practices, and structures of many organizations. These changes are particularly relevant to the service sector, as public demand for high standards increases, and organizations fight for both market share and public credibility. The journal specifically addresses solutions to these challenges from a global, multi-cultural, and multi-disciplinary perspective.