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Linking green supply chain management practices and behavioural intentions: the mediating role of customer satisfaction

Rashed Al Karim (School of Business Administration, East Delta University, Chittagong, Bangladesh)
Md Karim Rabiul (Faculty of Hospitality and Tourism, Prince of Songkla University, Songkhla, Thailand)
Sakia Kawser (East Delta University, Chittagong, Bangladesh)

Journal of Hospitality and Tourism Insights

ISSN: 2514-9792

Article publication date: 27 July 2023

Issue publication date: 30 April 2024

349

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

Copyright © 2023, Emerald Publishing Limited

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