Green management and environmental sustainability: a case of ITC Green Center

2011 ◽  
Vol 1 (2) ◽  
pp. 1-13 ◽  
Author(s):  
Anjana Singh ◽  
Meghna Rishi ◽  
Rati Shukla
Keyword(s):  
Environmental Management ◽  
Customer Service ◽  
Environmental Sustainability ◽  
Hospitality Industry ◽  
Service Industry ◽  
Corporate Sustainability ◽  
Subject Area ◽  
Successful Implementation ◽  
Green Management ◽  
Content Type

Subject area The built environment Study level/applicability This case can be used for undergraduate and post graduate level business and management studies. The topics identified for this case study would be environmental management applicable to green management, corporate sustainability and financial planning, buildings conservation, sustainable constructions and projects and the hospitality industry. Case overview Mr Niranjan Khatri is one of the people involved in ITC's successful implementation of green management techniques. The key issue causing concern to management is how they initiate this new concept to the already existing and functional hotels in the country. The second key challenge is managing their stakeholders. Being in the service industry, customer service and convenience is of prime importance and at times they may be in conflict with the sustainability agenda of ITC. Expected learning outcomes Students should be able to analyse the importance of environmental management in the hospitality industry; recognize the operational constraints and legal obligations surrounding environmental performance in hospitality and tourism, Interpret environmental theory and work out an implementation plan for implementing environmental management in hotels. Supplementary materials Teaching note.

ISO14001

2015 ◽  
pp. 13-22 ◽  
Author(s):  
Hanafi Hamzah ◽  
Shahrim Karim ◽  
Angelo Camillo ◽  
Svetlana Holt
Keyword(s):  
Environmental Management ◽  
Environmental Sustainability ◽  
Hospitality Industry ◽  
Management Systems ◽  
Environmental Management Systems ◽  
Successful Implementation ◽  
Adoption And Implementation ◽  
Challenges And Opportunities ◽  
Conceptual Paper ◽  
Tourism And Hospitality

In the last decades, the tourism and hospitality industries have increased their awareness toward environmental sustainability and the application of Environmental Management Systems (EMS). However, research into EMS application and its challenges in the hospitality industry has been left out of sight. In fact, it appears that most hospitality and tourism organizations have neglected to adopt and implement EMS and have failed to recognize the benefits EMS can offer. Perhaps this may explain mixed findings on EMS success adoption and implementation to date. This conceptual paper investigates the challenges and opportunities within the concept of sustainability and aims to sum the existing knowledge on EMSs and the opportunities for its successful implementation in tourism and hospitality establishments. The findings will raise awareness of the importance of EMS and stimulate changes in the way management puts its effort toward enhancing the value these establishments put on adoption and implementation of EMS.

Values-based organization – Ritz Carlton Abu Dhabi Hotel

2013 ◽  
Vol 3 (6) ◽  
pp. 1-6
Author(s):  
Khaleel Ibrahim Alsabbagh ◽  
Syed Zamberi Ahmad
Keyword(s):  
Competitive Advantage ◽  
Customer Service ◽  
Service Industry ◽  
Business Management ◽  
Subject Area ◽  
Organization Culture ◽  
Abu Dhabi ◽  
Content Type ◽  
Gold Standards

Subject area Business management, organization behaviour, organization values, organization culture, customer service. Study level/applicability The case study is suitable for undergraduate courses, particularly business management and related areas. Case overview Ritz Carlton Hotel is one of the luxurious hotels which has expanded internationally in the last 30 years and recently opened its iconic hotel Abu Dhabi Grand Canal. Ritz Carlton offers unique experiences to its customers, which are driven by the embedded “Gold Standards” and values. It has enabled the Ritz Carlton to redefine the hospitability experience and create a competitive advantage. In this case study, the experience of opening this Abu Dhabi hotel is explored with reflections on their “Gold Standards” and the values which have resulted in the Ritz Carlton being benchmarked as a best service company. This made Ritz Carlton to change the way it redefines its business by not being just a hotel, but rather a company which creates memories and experiences for customers. Expected learning outcomes Discussing the essential factors that contribute to the success of companies in the service industry, with a focus on organization values and living these values in order to achieve competitive advantage. Supplementary materials Teaching notes are available for educators only. Please contact your library to gain login details or email [email protected] to request teaching notes.

Reflections on the theme issue outcomes

2016 ◽  
Vol 8 (4) ◽  
pp. 504-510
Author(s):  
Gunjan M. Sanjeev ◽  
Richard Teare
Keyword(s):  
Customer Service ◽  
Hospitality Industry ◽  
Theme Issue ◽  
Policy Makers ◽  
Content Type ◽  
Starting Point ◽  
Cost Competitiveness ◽  
Hotel Sector ◽  
Practical Implications ◽  
Selection Of

Purpose The paper aims to profile the theme issue of Worldwide Hospitality and Tourism Themes titled “How is the need for innovation being addressed by the Indian hospitality industry?” with reference to the experiences of the theme editor, contributors from the industry and academia and the theme issue outcomes. Design/methodology/approach The paper uses structured questions to enable the theme editor to reflect on the rationale for their theme issue question, the starting-point, the selection of the writing team and material and the editorial process. Findings It highlights recent innovations that have taken place in the Indian hospitality industry especially in the areas of customer service, cost competitiveness, culinary management, revenue management and technology. Practical implications As hotel sector investment in India intensifies, this theme issue will be of interest to hoteliers, policy makers, analysts and others interested in the role that innovation can play in helping to facilitate differentiation between competing hotel products and services. Originality/value There is limited literature available on industry innovations in the Indian context. All the papers in this theme issue were written after several cycles of interaction between academics and practitioners and so they incorporate real–time, relevant and contemporary data.

The effects of airline strategies on environmental sustainability

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Gamze Orhan
Keyword(s):  
Environmental Impacts ◽  
Environmental Effects ◽  
Environmental Sustainability ◽  
Corporate Sustainability ◽  
Air Transportation ◽  
Air Transport ◽  
Business Strategies ◽  
Emission Rates ◽  
Content Type ◽  
The Relationship

Purpose Deregulation of domestic markets and the liberalization of international markets have dramatically changed air transportation. One of the important results of this change is the environmental effects of air transportation. This study aims to examine the implications of air transportation on environmental sustainability in the context of airline business strategies in liberalized and globalized air transport industry. Design/methodology/approach The paper discusses the relationship between liberalization, airline strategies and environmental sustainability of air transportation using the related literature. Then, to show some environmental impacts on the axis of the relationship discussed, emission rates for the aircraft landing and take-off phase were calculated on a global basis based on the aircraft traffic. Findings The discussion in the paper shows that the liberalization policies and the strategies of airlines supported by these policies, in essence, contradict the environmental sustainability of air transport. Considering the flight share projections of EUROCONTROL for different aircraft types on a global basis and the World Bank’s global flight traffic forecast for the years 2016 and 2025, it has been demonstrated that the number of aircraft departures will increase by 30%, whilst the number of aircraft emissions will increase by 41.5%. Practical implications Airlines are one of the main actors that will play a role in reducing the environmental impacts of air transportation. Therefore, this study is important in giving an idea to both policymakers and airline managers on how airline companies’ strategies should be shaped to realize both corporate sustainability and environmentally sustainable air transportation. Originality/value There are many studies in the literature regarding the environmental effects of air transport. However, there are not many studies linking environmental impacts with airline strategies that directly affect air transport demand. This study is different in that it gives environmental sustainability by associating it with its root causes.

Case study of sustainable service design in the hospitality industry

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Yi-An Chen ◽  
Chun Liang Chen
Keyword(s):  
Sustainable Development ◽  
Customer Value ◽  
Hospitality Industry ◽  
Service Providers ◽  
Corporate Sustainability ◽  
Service Design ◽  
Cultural Resources ◽  
Content Type ◽  
Holistic Understanding

Purpose The purpose of this study is to explore how creative-cultural hotels can achieve sustainable service design through the development of a holistic conceptual framework. Design/methodology/approach The authors created this framework using a qualitative exploratory multi-case study of four creative-cultural hotels in Taiwan. The framework comprises strategic, organizational and interface levels to describe the design process and implementation of service offerings that co-create value within a multifaceted network of actors. Findings The findings of this study show that incorporating local arts and culture into sustainable service design can generate unique value and experiences for customers. From the perspective of sustainable development, these hotels seek to add value by using local creative and cultural resources to ensure that they have a sound commercial base from which to showcase their cultural features. As such, this study recommends that the hotel industry shift its focus to a paradigm that provides a strategic and sustainability-framed vision to create value for society while protecting local natural and cultural resources. Originality/value This multilevel model reframes the development of customer value constellations through a holistic understanding of user experience, eco-design practice, service encounters aligned with user touchpoints and front-line employee capabilities. To integrate the perspectives of both service providers and their customers, the proposed model embeds these stakeholders within a single model through the vehicle of local value co-creation. This holistic framework can assist in designing sustainable service within the hospitality industry to deliver better services and customer experiences. The findings provide an illustration of how the proposed multilevel sustainable-development-oriented service design framework can serve as a useful tool in guiding hotels toward corporate sustainability.

Blinded by the light? Analyzing sustainability authenticity, customer service perceptions, and halo effects

2019 ◽  
Vol 30 (1) ◽  
pp. 117-139 ◽  
Author(s):  
Clinton Amos ◽  
Sebastian Brockhaus ◽  
Amydee M. Fawcett ◽  
Stanley E. Fawcett ◽  
A. Michael Knemeyer
Keyword(s):  
Supply Chain ◽  
Customer Service ◽  
Design Methodology ◽  
Corporate Sustainability ◽  
A Priori ◽  
Decision Makers ◽  
Behavioral Experiments ◽  
Content Type ◽  
Sustainability Initiatives ◽  
Practical Implications

PurposeThe purpose of this paper is to evaluate how service perceptions influence customer views of the authenticity of corporate sustainability claims. The goal of this paper is to help supply chain decision-makers better understand boundary conditions in order to design more enduring and impactful sustainability programs.Design/methodology/approachThe authors employ behavioral experiments, subjecting two theoretically derived hypotheses to verification across five diverse industries and two distinct sustainability vignettes.FindingsCustomer service perceptions emerge as a significant boundary condition to the perceived authenticity of sustainability efforts. Subjects attributed significantly higher authenticity toward sustainability efforts in above average vs below average service quality contexts. Further, respondents attributed deceptive motivations to sustainability efforts at companies with below average service.Research limitations/implicationsThe authors confirm the underlying tenet of social judgment theory, which suggests thata prioriperceptions create a zone of acceptability or rejection. Ultimately, investing in sustainability can lead to counterproductive cynicism.Practical implicationsThe authors infer that customers’ willingness to give companies credit for sustainability initiatives extends beyond service issues to any practice that influencesa prioriperceptions. Supply chain managers must rethink their role in designing both customer service and sustainability systems to achieve positive returns from sustainability investments.Originality/valueThe authors challenge the assumption that customers universally positively view sustainability efforts. If customers holda priorinegative service perceptions, otherwise well-designed sustainability programs may invoke cynical reactions. Thus, sustainability programs may not inoculate firm reputations from adverse incidents. Given they touch both service and sustainability systems, supply chain managers are positioned to holistically influence their design for competitive advantage.

Customer loyalty: a review and future directions with a special focus on the hospitality industry

2015 ◽  
Vol 27 (3) ◽  
pp. 379-414 ◽  
Author(s):  
Jay Kandampully ◽  
Tingting (Christina) Zhang ◽  
Anil Bilgihan
Keyword(s):  
Employee Engagement ◽  
Customer Loyalty ◽  
Hospitality Industry ◽  
Service Industry ◽  
Customer Engagement ◽  
Special Focus ◽  
Content Type ◽  
Emerging Issues ◽  
Brand Ambassadors ◽  
The Impact

Purpose – This article aims to provide a summary review of what is already known about customer loyalty and identifies some emerging issues that play an important role in it. As a result of dramatic changes in the marketplace and in consumers’ connections with the hospitality industry, researchers and practitioners are keen to understand the factors that underpin customer loyalty. Design/methodology/approach – By synthesizing extant customer loyalty literature, this article seeks further understanding of loyalty and offers priorities for ongoing loyalty research. Findings – Using conceptual models, this study provides a framework designed to extend the understanding of customer loyalty and the impact of the evolving role of engaged customers. Practical implications – Companies are advised to create emotionally engaged, loyal brand ambassadors by focusing on emerging areas, such as customer engagement, brand citizenship behaviors, mass personalization, employee engagement, brand ambassadors (both employees and customers), co-creation of value, co-design, co-consumption and rapport between customers and employees. Originality/value – This article crafts a conceptual framework for customer loyalty and identifies those factors that influence its development in the service industry with a special focus on the hospitality industry.

An investigation into manufacturing performance achievements accrued by Indian manufacturing organization through strategic 5S practices

2018 ◽  
Vol 67 (4) ◽  
pp. 754-787 ◽  
Author(s):  
Jugraj Singh Randhawa ◽  
Inderpreet Singh Ahuja
Keyword(s):  
Lean Manufacturing ◽  
Manufacturing Industry ◽  
Service Industry ◽  
Manufacturing Sector ◽  
Successful Implementation ◽  
Automotive Manufacturing ◽  
Content Type ◽  
Manufacturing Performance ◽  
Improvement Programs ◽  
Manufacturing Organization

Purpose The purpose of this paper is to evaluate the quantitative and qualitative benefits accrued by an Indian automotive parts industry through strategic 5S implementation initiatives. Design/methodology/approach The study involves evaluation of steps involved in systematic implementation of 5S program methodology in an automotive manufacturing organization and investigation of achievements accrued by the industry through the successful implementation of 5S program. Findings The empirical results of the study have revealed that effective practice of 5S program brings considerable level of improvements in the quality, production, cost optimizations, employee’s morale values and work culture in the manufacturing industry. The industry accrued both tangible and non-tangible benefits through the holistic adoption of 5S principals. 5S principals have been envisioned to further support other quality improvement programs like lean manufacturing initiatives of the organizations. Research limitations/implications The limitation of the study is that this research has been carried out in only manufacturing industry while similar study will be conducted in the service industry also. Originality/value Global competition in the manufacturing sector has provided necessary impetus for manufacturing organizations for affecting continuous improvements in manufacturing performance for achieving sustainability and profitability in the competitive market. 5S implementation is the fundamental tool for the overall achievements in both quantitative and qualitative performance enhancements in the manufacturing as well as service organizations.

scholarly journals Benchmarking Internet Promotion of Renewable Energy Enterprises: Is Sustainability Present?

2018 ◽  
Vol 10 (11) ◽  
pp. 4187 ◽  
Author(s):  
Zacharoula Andreopoulou ◽  
Christiana Koliouska
Keyword(s):  
Environmental Management ◽  
Renewable Energy ◽  
Environmental Sustainability ◽  
Environmental Performance ◽  
Social Economic ◽  
Corporate Sustainability ◽  
Environmental Management System ◽  
Topsis Method ◽  
The Social ◽  
Sustainable Marketing

Sustainability constitutes a broad discipline that focuses on the social, economic and environmental impact of human activities. Many policies and strategies have been developed for the pursuit of environmental sustainability and the guidance to a green society. Many enterprises have taken meaningful steps to improve their own environmental performance through corporate sustainability and environmental management. Environmental management contributes to significant improvements to environmental performance of the enterprises. This paper aims to evaluate the Renewable Energy Enterprises performance in the Internet in Thessaloniki Prefecture regarding the characteristics of sustainability using Multi-criteria Decision Analysis. TOPSIS method was used to provide a ranking of the Renewable Energy Enterprises according to their sustainability and finally conclude to a benchmark. According to the results of the research, the Renewable Energy Enterprises achieve a good level of sustainability but not the optimum. However, the entrepreneurs should adopt modern environmental policy, sustainable marketing, green network framework and certified environmental management system in order to consider their enterprise sustainable.

Social responsibility and the SDGs: vignettes of Caribbean tour operators

2020 ◽  
Vol 12 (3) ◽  
pp. 275-292
Author(s):  
Pauline Milwood
Keyword(s):  
Sustainable Development ◽  
Social Responsibility ◽  
Environmental Sustainability ◽  
Social Innovation ◽  
Corporate Sustainability ◽  
Health And Safety ◽  
Content Type ◽  
Iso 26000 ◽  
2030 Agenda ◽  
Caribbean Tourism

Purpose The purpose of this paper is to better understand how Caribbean tourism micro, small and medium-sized enterprises (MSMEs) perceive their corporate sustainability and social responsibility (CSSR) practices during design and implementation of new innovations. This knowledge helps our understanding of how the uniquely tourist-dependent region of the Caribbean can, through the social innovation practices of MSMEs, maximize its contribution to attainment of the 2030 sustainable development goals. Design/methodology/approach This study uses a responsibility–sustainability framework premised on seven core subjects of the International Guidance (ISO 26000) for Social Responsibility and goals from the 2030 Agenda to analyze interview data from tour operators in five Caribbean Community (CARICOM) territories: Antigua, Barbados, Grenada, Jamaica and St. Lucia. Findings The results reveal that when designing new products and services, Caribbean tour operators contribute to sustainable development through social and economic change, responsible business model design, fair labor and operating practices, environmental sustainability and health and safety education. These behaviors do vary and are not consistent across the tour operators. Research limitations/implications Social and business planners and policymakers should create deliberate and purposeful mechanisms designed for Caribbean tourism MSMEs to have a fulsome understanding of how they might maximize contributions to the 2030 Agenda. Originality/value This work represents the first instance of use of the ISO 26000 Guidance in a Caribbean tourism context and provides insight into tour operators’ views toward corporate sustainability and CSSR.

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