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In addition to retaining high levels of customer satisfaction, sustainability of businesses is also heavily reliant on the efficiency of their internal and external processes. Continuous performance evaluations using key performance metrics to leverage operations are essential in maintaining a sustainable business while achieving growth objectives for revenue and profitability. Traditionally, companies have considered various financial criteria, quality characteristics, and targeted levels of service as their primary factors for performance evaluation. However, increasing environmental and social awareness and accompanying governmental legislations are now requiring companies to integrate these two aspects into their performance evaluations. With this motivation, this study proposes a Balanced Scorecard (BSC)-based approach combining Decision-Making Trial and Evaluation Laboratory (DEMATEL) and Analytic Network Process (ANP) methodologies for performance evaluation. The grey system theory has been utilized in order to capture the vagueness and the uncertainty in decision making. To demonstrate the functionality of the approach, a case study is conducted on a U.S.-based food franchise. The results of the algorithm and a discussion elaborating on the findings are provided.

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Abstract:Growing environmental awareness coupled with stricter governmental regulations has fueled the need for integrating sustainability into supply chain and logistics activities. Accordingly, recent studies in the literature have emphasized the significance of environmentally concerned logistics operations (ECLO). Research in the broad area of ECLO encompasses a wide range of topics including sustainable supply chain, green supply chain, closed-loop supply chain, low-carbon logistics, and waste management. In this paper, a comprehensive content analysis and area review is presented. Over 800 papers published between 1994 and 2017 in peer-reviewed journals, proceedings, and book chapters are utilized. These papers are analyzed in consecutive stages after being reviewed under a structural dimension process that addresses the fields of environmentally concerned logistics operations. Following the state-of-the-art review, a detailed analysis of ECLO research with a special emphasis on fuzzy applications is provided. The findings clearly indicate that the fuzzy multi-criteria decision making technique is a frequently used hybrid method, whereas fuzzy sets theory and other fuzzy hybrid techniques identify a gap in the related literature. This paper provides further critical analysis and other research suggestions in order to clarify these gaps and offer additional research perspectives. This information may provide extensive data that will enable future researchers to fill these gaps within this field.

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