Future challenges to the global food supply chain are complex. In order to embrace sustainability, companies should change their management practices towards more efficient resource use. Food waste being a misuse of resources, we identify its causes and possible ways of minimising it. To achieve this goal, we conducted explorative research with qualitative and quantitative data through in-depth semi-structured interviews and an open questionnaire with top Spanish food service companies. Results show that most businesses mainly tend to minimise food waste according to economic criteria, without taking into account the social, ethical or environmental factors. As a consequence, just "visible" food waste that has an economic impact on the results is minimised. Nevertheless, visibility of real waste is often low. At the same time, awareness of (and therefore initiatives to reduce) food waste that does not directly affect a firm's profit can be increased through multi-stakeholder collaboration. Opportunities for reducing food waste therefore arise from increasing the visibility of food that is discarded as well as addressing plate waste. We identify best practices that could lead to a reduction of the amount of food waste generated in the out of home channel in Spain.

Food Waste is a global significant issue for ethical, environmental and economic reasons, while its management is difficult due to its frequent low visibility. Individual choices and preferences are closely related to the generation of food waste although likely to be modified through education and awareness campaigns. In particular, school canteens are big generators of food waste and, at the same time, provide a great opportunity to improve habits regarding nutrition and education on sustainability, thus impacting the future of the food system. The end purpose of this research is identifying the causes of food waste and unveiling best practices towards its reduction. To achieve this goal, we have designed and developed a mixed methods research approach including semi-structured interviews with managers and staff in schools and catering firms and waste audits at four school canteens - measuring waste from over 10,000 pupil's trays. In order to avoid potential bias due to meal preference, the audit lasted three to five consecutive weekdays per school, thus comprising different menus. We estimated overall food waste between 60 and 100 g per pupil per day. Plate waste represented the highest source of waste, although a big disparity was found among the schools based on their different educational perspectives. Key food waste determinants found were: first, top management standpoint towards food waste and sustainability in general. Secondly, we observed relevant differences among the three catering business models studied, regarding the stages where food waste is usually produced. Finally, food waste was also impacted by the diverse resource availability among the schools. Despite this, the human factor arose as the most relevant one when aiming to minimise food waste.

No abstract

PurposeThe purpose of this research is to analyse the LSQ in the context of three different omni-channel purchasing scenarios while considering four dimensions (timeliness, availability, condition and return of the product) and to assess their impact on customer satisfaction and loyalty. In addition, an evaluation of the relationship between satisfaction and loyalty in the mentioned omni-channel scenarios is investigated.Design/methodology/approachA mixed two-phase research methodology is proposed: an initial qualitative analysis with six focus groups followed by quantitative research through surveys with a sample of 323 individuals. The proposed scales were tested for three purchase scenarios: “buy-online-ship-direct” (BOSD), “buy-online-pickup-in-store” (BOPS) and “buy-in-store-ship-direct” (BSSD). The data were analysed using partial-least squares structural equation modelling (PLS-SEM) techniques.FindingsIn an omni-channel context, the most important element of the logistics service deriving in satisfaction was timeliness for all the scenarios. The return-of-product dimension of LSQ was relevant for satisfaction in “ship-direct” scenarios, while the availability dimension was only relevant for customer loyalty in the BOPS scenario. Customer satisfaction had a positive impact on loyalty in the three purchasing scenarios.Practical implicationsThese results might provide guidance to managers in order to improve not only logistics procedures and processes but also their relationships with their customers. Moreover, retailers need to account for return policies in ship-direct channels, prioritize punctuality and adapt delivery terms to ensure product availability.Originality/valueThis work represents a progress in LSQ research in the B2C omni-channel environment by extending its study to a previously untested purchasing scenario (BOSD) and including a fundamental and insufficiently explored dimension of the LSQ: the return.

Purpose – The purpose of this paper is, first, to analyze the direct effects of the relationship chain “causal attributions and recovery efforts → satisfaction with service recovery → conventional and online word-of-mouth intentions” and, second, to study the moderating role of age in the relationship between satisfaction and subsequent word-of-mouth. Consumer assessment and behavior associated with service recovery is a topic of considerable interest for both academics and practitioners. Design/methodology/approach – From an empirical perspective, this paper uses a sample of 336 individuals who experienced service failure at a retail store to estimate a structural equation model. Additionally, a multigroup analysis allows testing the existence of a moderating effect of age on the hypothesized relations. Findings – Results allow to confirm the direct effects of causal attributions and recovery efforts on satisfaction with service recovery, and the impact of the latter, in turn, on conventional and online word-of-mouth intentions. Furthermore, the multigroup analysis reveals that age moderates the relationship between satisfaction and online word-of-mouth. Practical implications – In service recovery situations, retailers should concentrate their efforts at providing evidence of the failure as temporary and inevitable as well as offering material or economic compensation. Originality/value – This paper contributes to the identification of the most relevant variables influencing customer satisfaction with service recovery in a retail context. In addition to this, these results provide support to the importance of age on online word-of-mouth behavior.