Investigating the psychology of green transportation via the green service profit chain

Abstract This work studies the effect of green satisfaction (GS), green word of mouth (GWOM), and green trust (GT) on green loyalty (GL) and the mediation effect of GWOM on green transportation (GTR). The objective of this research is to identify how to establish GL for GTR via the green service profit chain (GSPC) based on Heskett et al. (1994) and GT. This investigation applies structural equation modeling (SEM) to analyze the empirical results, and the findings indicate that GS and GT have positive influences on GL. On the other hand, it is verified that GS and GT positively affect GWOM, and GWOM also positively influences GL for users of YouBike. The overall influential effect of GS is higher than the overall effect of GT on GL (0·462>0·220). Therefore, GWOM has a mediation effect between GL, GT, and GS, and GS produces GWOM more powerfully than does GT. Finally, governmental institutions should strive to increase users’ GS, GWOM, and GT to enhance their GL to YouBike.

[1]  Chung-Cheng Lu,et al.  Robust Multi-period Fleet Allocation Models for Bike-Sharing Systems , 2016 .

[2]  Kyeong-Seok Han,et al.  The effects of product attributes and service quality of transportation card solutions on service user’s continuance and word-of-mouth intention , 2015 .

[3]  Chin-Shan Lu,et al.  Effects of service quality and customer satisfaction on customer loyalty in high-speed rail services in Taiwan , 2014 .

[4]  N. Suki.  Passenger satisfaction with airline service quality in Malaysia: A structural equation modeling approach , 2014 .

[5]  Christopher L. Magee,et al.  Understanding the travel experience and its impact on attitudes, emotions and loyalty towards the transportation provider–A quantitative study with mid-distance bus trips , 2014 .

[6]  T. Rundmo,et al.  Culture related to road traffic safety: a comparison of eight countries using two conceptualizations of culture. , 2014, Accident; analysis and prevention.

[7]  Kyriaki Mitroussi,et al.  The Effect of Logistics Service Quality on Customer Loyalty through Relationship Quality in the Container Shipping Context , 2013 .

[8]  Juan de Oña,et al.  Perceived service quality in bus transit service: A structural equation approach , 2013 .

[9]  J. Stanley,et al.  The significance of transport mobility in predicting well-being , 2013 .

[10]  Po-Tsang Chen,et al.  The mediating role of relational benefit between service quality and customer loyalty in airline industry , 2013 .

[11]  C. Lu.  Robust Multi-period Fleet Allocation Models for Bike-Sharing Systems , 2013, Networks and Spatial Economics.

[12]  Chung-Wei Kuo,et al.  Relationships among service quality, corporate image, customer satisfaction, and behavioral intention for the elderly in high speed rail services , 2013 .

[13]  Satoshi Fujii,et al.  Mass effects and mobility decisions , 2013 .

[14]  Christian A. Klöckner,et al.  Positive and negative spillover effects from electric car purchase to car use , 2013 .

[15]  Piet Rietveld,et al.  Does competitive tendering improve customer satisfaction with public transport? A case study for the Netherlands , 2013 .

[16]  Hui-Chieh Li,et al.  A dynamic marketing model for hybrid electric vehicles: A case study of Taiwan , 2013 .

[17]  Li-yen Chang,et al.  Adoption and loyalty toward low cost carriers: The case of Taipei–Singapore passengers , 2013 .

[18]  Kiron Chatterjee,et al.  Online information-sharing: a qualitative analysis of community, trust and social influence amongst commuter cyclists in the UK , 2013 .

[19]  Graham Currie,et al.  Modelling the causes and impacts of personal safety perceptions on public transport ridership , 2012 .

[20]  Raquel Benbunan-Fich,et al.  Signaling theory and information asymmetry in online commerce , 2012, Inf. Manag..

[21]  Yu-Hern Chang,et al.  Customer perceptions of airline social responsibility and its effect on loyalty , 2012 .

[22]  M. Friman,et al.  Perceived Satisfaction with Public Transport Service in Nine European Cities , 2012 .

[23]  Rubén Huertas-García,et al.  Online drivers and offline influences related to loyalty to airline websites , 2012 .

[24]  C. Mulley,et al.  Understanding neighbourhood design impact on travel behaviour: An application of structural equations model to a British metropolitan data , 2012 .

[25]  Rohana Kamaruddin,et al.  Public Transport Services in Klang Valley: Customer Expectations and Its Relationship Using SEM , 2012 .

[26]  João de Abreu e Silva,et al.  Regional impacts of high-speed rail: a review of methods and models , 2013 .

[27]  Yung-Hsiang Cheng,et al.  Evaluating web site service quality in public transport: Evidence from Taiwan High Speed Rail , 2011 .

[28]  Miguel Ángel López-Navarro,et al.  Long-Term Orientation of International Road Transport Firms in Their Relationship with Shipping Companies: The Case of Short Sea Shipping , 2011 .

[29]  J. Pucher,et al.  Bicycling renaissance in North America? An update and re-appraisal of cycling trends and policies , 2011 .

[30]  Joseph S. Valacich,et al.  What Signals Are You Sending? How Website Quality Influences Perceptions of Product Quality and Purchase Intentions , 2011, MIS Q..

[31]  G. Dion,et al.  Greenhouse Gas Emissions , 2015, Encyclopedia of Sustainable Management.

[32]  Ching-Fu Chen,et al.  Behavioral intentions of public transit passengers--The roles of service quality, perceived value, satisfaction and involvement , 2011 .

[33]  M. Björklund.  Influence from the business environment on environmental purchasing — Drivers and hinders of purchasing green transportation services , 2011 .

[34]  Ching-Fu Chen,et al.  Habitual or reasoned? Using the theory of planned behavior, technology acceptance model, and habit to examine switching intentions toward public transit , 2011 .

[35]  Brian L. Connelly,et al.  Toward a “theoretical toolbox” for sustainability research in marketing , 2011 .

[36]  Torbjørn Rundmo,et al.  The role of risk perception and other risk-related judgements in transportation mode use , 2011 .

[37]  M. Moliner,et al.  Antecedents of airline passenger loyalty: Low-cost versus traditional airlines , 2010 .

[38]  Glenn Lyons,et al.  Explaining public transport information use when a car is available: attitude theory empirically investigated , 2010 .

[39]  S. Shaheen,et al.  Bikesharing in Europe, the Americas, and Asia , 2010 .

[40]  Frank Witlox,et al.  Car ownership as a mediating variable in car travel behaviour research using a structural equation modelling approach to identify its dual relationship , 2010 .

[41]  P. DeMaio.  Bike-sharing: History, Impacts, Models of Provision, and Future , 2009 .

[42]  Laura Eboli,et al.  A New Customer Satisfaction Index for Evaluating Transit Service Quality , 2009 .

[43]  José F. Molina-Azorín,et al.  Green management and financial performance: a literature review , 2009 .

[44]  Stephanie S. Pane Haden,et al.  Historical, practical, and theoretical perspectives on green management , 2009 .

[45]  Yonghwi Noh,et al.  Airline customer satisfaction and loyalty: impact of in-flight service quality , 2009 .

[46]  Changwan Kim,et al.  A structural equation analysis of the QSL relationship with passenger riding experience on high speed rail: An empirical study of Taiwan and Korea , 2009, Expert Syst. Appl..

[47]  F. Creutzig,et al.  Climate change mitigation and co-benefits of feasible transport demand policies in Beijing , 2009 .

[48]  Russell Abratt,et al.  Satisfaction, quality and value and effects on repurchase and positive word‐of‐mouth behavioral intentions in a B2B services context , 2008 .

[49]  Halil Nadiri,et al.  An investigation on the factors influencing passengers' loyalty in the North Cyprus national airline , 2008 .

[50]  G. Waghorn,et al.  Greenhouse gas emissions. , 2008 .

[51]  F. Witlox,et al.  The Effects of the Land Use System on Travel Behavior: A Structural Equation Modeling Approach , 2007 .

[52]  Xianggui Qu,et al.  Multivariate Data Analysis , 2007, Technometrics.

[53]  Caroline L. Noblet,et al.  Factors affecting consumer assessment of eco-labeled vehicles , 2006 .

[54]  Maria Björklund,et al.  Purchasing practices of environmentally preferable transport services, Guidance to increased shipper considerations , 2005 .

[55]  K. Lai.  Service capability and performance of logistics service providers , 2004 .

[56]  Thomas F. Golob,et al.  Structural Equation Modeling For Travel Behavior Research , 2001 .

[57]  R. Oliver.  Whence Consumer Loyalty? , 1999 .

[58]  Stephen Potter,et al.  Tax and green transport plans: a survey of UK experience , 1999 .

[59]  R. Oliver.  Satisfaction: A Behavioral Perspective On The Consumer , 1996 .

[60]  Gary W. Loveman,et al.  Putting the Service-Profit Chain to Work , 1994 .

[61]  John F. Lemmer,et al.  Causal Modeling , 1993, UAI.

[62]  Richard P. Bagozzi,et al.  Assessing Construct Validity in Organizational Research , 1991 .

[63]  James C. Anderson,et al.  STRUCTURAL EQUATION MODELING IN PRACTICE: A REVIEW AND RECOMMENDED TWO-STEP APPROACH , 1988 .

[64]  P. Schurr,et al.  Influences on exchange processes: Buyers' preconceptions of a seller's trustworthiness and bargaining toughness. , 1985 .

[65]  C. Fornell,et al.  Evaluating structural equation models with unobservable variables and measurement error. , 1981 .