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This study aims to propose a framework for identifying and measuring the gaps between evaluation and goal setting in service supply chain (SSC) processes towards planning and development of sustainable tourism aligned with the firm's real conditions and capabilities.

By the concept of the service quality gap model, the existing gaps between auditors' evaluation and the managers' goals in SSC processes maturity were examined. Then, each of the designed gaps was measured considering the goals addressed by managers’ and auditors' evaluation. Finally, the strategy and priority of sustainable tourism planning and development were determined based on importance–performance analysis (IPA).

The gaps caused by the expectations and perceptions of the firm about the dissatisfaction of managers regarding their addressed goals and the evaluation of auditors in the planning and development of sustainable tourism can be classified into three categories of goals gap, assessment gap and main gap. To improve the performance of the firm in each of the evaluation criteria under the results of IPA analysis, solutions were provided.

Realistic evaluation and recognition of the capabilities of the organization's processes through the proposed framework can be effective in goal setting and sustainable tourism development policies.

The framework proposed in this study can be a suitable approach for the balanced growth of all aspects of the firm in planning and developing sustainable tourism and helps firms in setting the right and logical goals.

Despite increasing attentions to sustainable service supply chain management (SSSCM), a framework for performance evaluation of sustainable service only supply chain management (SSOSCM) is still missing. This paper tries to fill this gap and provides a novel conceptual framework.

The articles related to SSSCM are fetched from the databases of SCOPUS and Web of Science. Analysis of 174 articles identified by the systematic literature review is further carried out.

This research identifies the sustainable practices for service only supply chain (SOSC) as environmental management, social management, economic management, customer management, health, safety and risk management, technical sustainability, institutional sustainability, information and technology management as well as two performance measurement criteria as operational performance and organizational performance. This paper provides a novel conceptual framework for the performance evaluation of SSOSCM. The results call for future exploration in the following three broad directions-(1) customer's perception, involvement and their behaviour towards sustainability in SOSC context; (2) trade-off, incentive mechanism and multilevel evaluation for achieving sustainability in SOSC and (3) sustainability in SOSC from various point of views.

The managers can use the framework to assess the performance of the organization while researchers can explore the discussed research gaps.

This is the first paper that provides a novel conceptual framework for the performance evaluation of SSOSCM as well as potential future research directions.

So far, most of the literature on logistics social responsibility (LSR) has prioritized the examination, classification of and adaption toward positive LSR practices instead of investigating necessary logistics service providers’ capabilities to implement LSR strategies. Therefore, the purpose of this paper is to contribute to theory by an assessment of LSR and its linkages to dynamic capabilities theory to gain insights into how logistics service providers can foster an enhanced application of LSR practices.

The paper is conceptual and grounded on dynamic capabilities theory. Relevant literature from logistics management, supply chain management and sustainable supply chain management (SSCM) as well as dynamic capabilities was examined to build upon existing theory by conceptualizing LSR from a dynamic capabilities perspective. In addition, propositions for future research are presented based on the conceptual model.

With regards to the controversial discussion in the literature about the direct link between dynamic capabilities and competitive advantage as well as the necessary degree of heterogeneity of dynamic capabilities, the conceptualization of LSR from a dynamic capabilities perspective adds new elements to this discussion. Considering long-term or even sustainable competitive advantage, the current degree of homogeneity across logistics services might hinder a sustainable advantage in the long run and demands for more advanced logistical capabilities. In this line, it is important to understand and utilize the causal relationships between different logistical resources and capabilities to achieve a unique long-term advantage allowing logistics service providers to further enhance LSR practices.

Due to the current role of logistics service providers, they should not just foster their resources focusing on the relationship to the focal firm, but they should also develop and implement new logistical capabilities derived from SSCM-related dynamic capabilities to design alternative service portfolio extensions and new business models.

Although dynamic capabilities have been studied intensively in the last two decades, the causal relationships between different logistical resources and necessary dynamic capabilities to achieve advantages by enhancing LSR practices still lack conceptualization. To build on the understanding of LSR, the paper at hand presents a conceptual framework explaining LSR and SSCM practices through the lens of dynamic capabilities theory.

The purpose of this paper is to provide a framework to assess the sustainability of service supply chains (SC) based on the concept of the balanced scorecard and three dimensions of sustainability, namely economic, social, and environmental performance.

After reviewing the literature and interviewing the experts, the preliminary list of identified general criteria is categorized in the four perspectives. Then, to select the most important factors in hospital SC, 15 experts evaluated the identified criteria by questionnaires of Fuzzy Delphi Method. Then, interpretative structural modeling was applied to identify the interrelations between the perspectives and between the criteria.

The framework includes four perspectives, financial; service SC operations; stakeholders’ satisfaction in the direction of sustainability; and learning, growth, and innovation, to improve the SC for sustainability in the service industry. According to the results, the identified criteria are interrelated.

The paper provides an important reference to assess the sustainability of service SCs. It will be beneficial in strategic and operational decision-making in service industries.

Reviewing the literature shows that the concept of sustainability of service SCs is still immature. The paper is a preliminary effort to identify the general criteria of sustainability and their interrelations in the service sector. The presented general framework links the financial measures with the environmental and social measures. It helps to maintain the balance between the sustainability goals for the service SC managers. It can be modified and applied in different service sectors.

This study integrates economic/ecology (eco)-attributes and performance to build a sustainable service supply chain management (SSCM) model.

This study proposes the use of the fuzzy Delphi method to screen for the less important attributes and applies a network data envelopment analysis to explore the hierarchical and eco-efficient network interrelationships. The causality and hierarchal eco-efficient model is acquired using a fuzzy decision-making trial and evaluation laboratory analysis

The findings are as follows: (1) the information and technology management process is derived by enhancing sustainable customer and supplier relationship management, and (2) the eco-efficient model is improved based on long-term relationships with suppliers – that is, synergistic suppliers improve the service chain quality and provide services in an appropriate and timely manner – and research and development coordination. The theoretical and managerial implications are discussed.

The eco-efficient model reveals that the sustainable customer relationship management process, sustainable supplier relationship management process and information and technology management process are the major causal attributes in the model.

The eco-efficient model must be based on (1) long-term relationships with suppliers, (2) synergistic suppliers to improve service chain quality, (3) the provision of services in a timely manner and (4) research and development coordination.

Prior studies neglect to build an ecological economy model using the efficiency causality model of hierarchical interrelationships. Traditional SSCM fails to involve the triple bottom line performance toward sustainability.

The aim of this research is to analyze sustainable value chain management based on dynamic capabilities in small and medium-sized enterprises (SMEs).

A qualitative methodology is used, through a multiple case study with three SMEs, to identify the conceptual relationship between the sustainable value chain and dynamic capabilities. Interviews are conducted with managers, and the data are analyzed through content analysis.

It is observed that breaking down barriers in processes is important for establishing the sustainable value chain, generating dynamic capabilities with the readaptation of activities.

It is recommended that studies be conducted in other sectors and in large companies, to identify new perspectives.

The findings of this study demonstrate the constant processes of SMEs in response to legal, bureaucratic and logistical changes, in the generation of dynamic capabilities and sustainable value chain management, to achieve their customers' goals.

The research contributes to the literature on the management of dynamic capabilities in the value chain in Brazilian companies and to the supply chain field, particularly in relation to SMEs.

This research analyzes sustainable value chain management based on dynamic capabilities in Brazilian SMEs, gathering the managers' perceptions regarding changes in the external environment that influence adaptations and alignments, impacting on their businesses.

The purpose of this paper is to develop a framework of sustainable service supply chain management (SCM) processes and practices in the multi-dimensional construct. It tries to provide a template for those sustainability general key practices that can be scheduled and budgeted in different service sectors.

To provide an applicable framework, its adaptability to most service settings should be ensured. In this regard, at first, the related literature on service SCM processes and sustainability practices of SCM are reviewed. To modify and confirm the extracted list, it is distributed to experts. After summarizing experts’ opinions, an initial list of the sustainable service supply chain practices (SSSCPs) is provided. Finally, the Fuzzy Delphi Method is applied to construct the framework for hospital supply chain (SC).

It suggests that the SSSCPs can be constructed in terms of seven major processes: managing the sustainable supplier, sustainable employee, sustainable customer, sustainable service performance, sustainable service operations, sustainable external relations, and sustainable knowledge, information and technology.

The framework can be employed as a template of sustainability practices for individual member firms of service SCs to identify and implement the key practices toward sustainability.

Reviewing the literature indicates that determining what is unique about the sustainable SCM in the service sector is immature. The paper is a preliminary effort to identify the general sustainability practices, in incorporating all sustainability dimensions in service SC processes.

Contemporary literature reveals that, to date, the poultry livestock sector has not received sufficient research attention. This particular industry suffers from unstructured supply chain practices, lack of awareness of the implications of the sustainability concept and failure to recycle poultry wastes. The current research thus attempts to develop an integrated supply chain model in the context of poultry industry in Bangladesh. The study considers both sustainability and supply chain issues in order to incorporate them in the poultry supply chain. By placing the forward and reverse supply chains in a single framework, existing problems can be resolved to gain economic, social and environmental benefits, which will be more sustainable than the present practices.

The theoretical underpinning of this research is ‘sustainability’ and the ‘supply chain processes’ in order to examine possible improvements in the poultry production process along with waste management. The research adopts the positivist paradigm and ‘design science’ methods with the support of system dynamics (SD) and the case study methods. Initially, a mental model is developed followed by the causal loop diagram based on in-depth interviews, focus group discussions and observation techniques. The causal model helps to understand the linkages between the associated variables for each issue. Finally, the causal loop diagram is transformed into a stock and flow (quantitative) model, which is a prerequisite for SD-based simulation modelling. A decision support system (DSS) is then developed to analyse the complex decision-making process along the supply chains.

The findings reveal that integration of the supply chain can bring economic, social and environmental sustainability along with a structured production process. It is also observed that the poultry industry can apply the model outcomes in the real-life practices with minor adjustments. This present research has both theoretical and practical implications. The proposed model’s unique characteristics in mitigating the existing problems are supported by the sustainability and supply chain theories. As for practical implications, the poultry industry in Bangladesh can follow the proposed supply chain structure (as par the research model) and test various policies via simulation prior to its application. Positive outcomes of the simulation study may provide enough confidence to implement the desired changes within the industry and their supply chain networks.

This paper aims to present a smart, sustainable supply chain practices structure on the basis of the relational view.

A method based on fuzzy cognitive map was applied to construct a relational map to introduce and implement such relational methods. Considering this relational map as a guideline, observations into particular methods and ways of applying relational methods to attain sustainable development goals across organizations has been introduced.

Primary outcomes provided a series of relational methods for the purpose of giving advice to those organizations and their suppliers for smart, sustainable supply chain. Reliance between relational methods were examined and assessed under seven meaningful groups: economic internet of things (IoT), green internet of things, social internet of things, economic supply chain, green supply chain, social supply chain and other variables.

This study guides managers toward an improved perception of the connection among IoT instances and sustainable supply to modeling smart, sustainable supply chain. Managers can determine the practices that need more focus along with the practices that are less relevant. Thus, this will help managers in the decision-making process and to organize their decisions by planning and calculating the relative importance and influence of smart, sustainable practices on each other and on the company’s smart, sustainable program.

To the best of the authors’ knowledge, this is the first approach that promptly examines and determines the interdependencies between relational methods and constructs a relational map for the purpose to introduce and analyze smart, sustainable supply chain.

The purpose of this study is to carry out the systematic literature review, bibliometric analysis and content analysis of extant literature of service supply chain (SSC).

Systematic literature review (SLR) technique was used for identifying the research papers. In the first step after reading titles, abstracts and keywords and, full-length articles wherever required, papers not related to SSC were removed. In second steps papers were read more critically and papers not related to SSC were removed. Finally on 502 papers bibliometric and content analysis was further carried out. Content analysis was based on the clusters formed by bibliographic coupling. Further, content analysis of the recent articles revealed the current research trends and research gaps.

This paper identified the six existing research diversifications in SSC as (1) logistics SSC, (2) model, framework and conceptual papers, (3) third-party logistics service providers, (4) articles from various perspective, (5) measurement of quality and performance on services and (6) impact of adoption of technology, cooperation and branding on logistics service providers. Further, six future research directions are also provided.

This research provides a clear view of the progression of publication, research diversification, research themes of six identified clusters, sub-themes of clusters and content analysis of each cluster. Content analysis of recent articles reveals the current research trend and future research directions.

This is a first of its kind of study which presents the diversification of research areas within SSC, bibliometric analysis, content analysis and provides actionable future research direction.