This paper explores the relationship between environmental practices and performance in services and the impact of such practices on the external portion of the service profit chain. Using structural equation modeling, it tests the hypotheses developed with data from the European hospitality industry. The findings suggest that environmental practices are positively related to performance through the mediating effect of enhanced customer satisfaction and loyalty. The paper's contributions include: the conceptual development of the relationship between environmental practices and performance in services, the incorporation of environmental practices within the service profit chain, and the testing of their impact on customer satisfaction.

We develop a framework for combining strategic benchmarking with efficiency benchmarking of the services offered by bank branches. In particular, a cascade of efficiency benchmarking models is developed guided by the service-profit chain. Three models---based on the nonparametric technique of Data Envelopment Analysis---are developed in order to implement the framework in a practical setting: (i) an operational efficiency model, (ii) a service quality efficiency model, and (iii) a profitability efficiency model. The use of the models is illustrated using data from the branches of a commercial bank. Empirical results indicate that we gain superior insights by analyzing simultaneously the design of operations together with the quality of the provided services and profitability, rather than by benchmarking these three dimensions separately. Relationships are also established between operational efficiency and profitability, and between operational efficiency and service quality.banking services, DEA, efficiency, profitability, service quality

One of the defining characteristics of services is the existence of some form of contact between the customer and the Ž. service firm during the service production process. In the 1980s, customer contact CC became an important dimension in Ž. virtually all service taxonomies. Its importance to perceived service quality SQ was also recognized, but the direct linkage between CC and SQ was difficult to determine without an operational definition of CC. In 1995, Kellogg and Chase addressed this issue and developed an empirically derived operational measure of contact. In this paper, we employ the KelloggrChase measures as the basis for a conceptual model linking the CC dimensions of communication time and intimacy with SQ. We assert that 'desirable' levels of these contact dimensions do exist and present hypotheses as to the nature of their relationship. We report results from an empirical study undertaken in a hotel environment which support the existence of such desirable contact levels. Managerial implications and future research are also discussed. q 1998 Elsevier Science B.V. All rights reserved.

Over the last few years data envelopment analysis (DEA) has been gaining increasing popularity as a performance assessment methodology. DEA has been successfully applied to bank branch performance evaluation. However, most DEA models which have been developed for bank branch performance assessment do not include service quality as an output. Service quality has been considered by many as the key to gaining competitive advantage and customer loyalty. Develops a DEA model that can be used to provide direction for improvement to branches which do not use their resources in the most efficient way to produce service quality. Focuses on internal customer service quality which is sometimes easier to measure. Presents results from an empirical study undertaken at a bank to demonstrate the applicability of the model.

Ž.Following the evolution and growth of the field of production and operations management POM , a number of studies have recently appeared which provide insights on the ranking of the research outlets of the field. These studies are US-based and exclude non-US researchers. In this study we present rankings of the publication outlets in the POM discipline as perceived by POM researchers in Europe. Perceived relevance and quality of POM related journals, and differences between the rankings obtained by our study and those obtained by existing studies are identified. An examination of the publication rate of European researchers in five highly ranked journals provides further insights and future research directions. q 1999 Elsevier Science B.V. All rights reserved.Keywords: Production and operations management; Journal rankings 0272-6963r99r$ -see front matter q 1999 Elsevier Science B.V. All rights reserved.Ž. PII: S 0 2 7 2 -6 9 6 3 9 8 0 0 0 4 0 -0 () A.C. Soteriou et al.