A sequential process from external stakeholder pressures to performance in services
Journal of Service Theory and Practice
ISSN: 2055-6225
Article publication date: 21 July 2022
Issue publication date: 26 August 2022
Abstract
Purpose
This study develops a sequential process model to address how to improve firm performance by responding to external stakeholder pressures in service contexts.
Design/methodology/approach
The 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.
Findings
Results 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/value
This 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.
Keywords
Acknowledgements
The authors would like to appreciate anonymous reviewers for their insightful comments. Thanks also go to Editor-in-Chief Professor Ranaweera, for his guidance and assistance in improving the quality of this article.
Citation
Shi, Y. and Tsai, K.-H. (2022), "A sequential process from external stakeholder pressures to performance in services", Journal of Service Theory and Practice, Vol. 32 No. 5, pp. 589-619. https://doi.org/10.1108/JSTP-06-2021-0109
Publisher
:Emerald Publishing Limited
Copyright © 2022, Emerald Publishing Limited