Centre for Service Management

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CSM member publishes in the Journal of the Academy of Marketing Science (JAMS)

Dr Debbie Keeling at a CSM event

CSM core member Dr Debbie Keeling has been informed that her article "Making SENS: Exploring the Antecedents and Impact of Store Environmental Stewardship Climate" together with colleagues from Maastricht University (Niek Hensen, Ko de Ruyter and Martin Wetzels) has been accepted for publication in the leading Journal of the Academy of Marketing Science (JAMS).

The article shows that retailers recognise that environmental responsibility is a strategic imperative, yet they are unsure of how to successfully implement environmentally responsible strategies across a network of stores. The article demonstrates that a store manager’s ability to lead by example at an operational level facilitates this implementation process by fostering a supportive climate for, what the authors term, store environmental stewardship (SENS-climate), which in turn impacts on their performance (margins, as well as sales of green and regular products). That is, if sales associates perceive an enabling SENS-climate they achieve higher margins through more green but fewer regular sales.