Decoding sustainable success

References

• Asif, M., Searcy, C., Garvare, R., & Ahmad, N. (2011). Including sustainability in business excellence models. Total Quality Management & Business Excellence, 22(1), 773–786. https://doi.org/10.1080/14783363.2011.585784
   Google Scholar
• Bergman, B., & Klefsjö, B. (2010). Quality from customer needs to customer satisfaction. Studentlitteratur.
   Google Scholar
• Bititci, U., Garengo, P., Dörfler, V., & Nudurupati, S. S. (2012). Performance measurement: Challenges for tomorrow. International Journal of Management Reviews, 14(3), 305–327. https://doi.org/10.1111/j.1468-2370.2011.00318.x
   Web of Science ®Google Scholar
• Bustinza, O. F., Bigdeli, A. Z., Baines, T., & Elliot, C. (2015). Servitization and competitive advantage: The importance of organizational structure and value chain position. Research-Technology Management, 58(5), 53–60. https://doi.org/10.5437/08956308X5805354
   Web of Science ®Google Scholar
• Chi, C., & Gursoy, D. (2009). Employee satisfaction, customer satisfaction, and financial performance: An empirical examination. International Journal of Hospitality Management, 28(2), 245–253. https://doi.org/10.1016/j.ijhm.2008.08.003
   Web of Science ®Google Scholar
• Cronemyr, P. (2007). Six sigma management, action research with some contributions to theories and methods [Doctoral thesis nr 2702]. Division of Quality Sciences, Chalmers University of Technology.
   Google Scholar
• Edgeman, R. L. (2000). BEST business excellence: An expanded view. Measuring Business Excellence, 4(4), 15–17. https://doi.org/10.1108/13683040010362319
   Google Scholar
• Edgeman, R., & Eskildsen, J. (2014). Modeling and assessing sustainable enterprise excellence. Business Strategy and the Environment, 23(3), 173–187. https://doi.org/10.1002/bse.1779
   Web of Science ®Google Scholar
• Edgeman, R. L., & Hensler, D. A. (2001). The AO chronicle: Earth @omega or sustainability @alpha? The TQM Magazine, 13(2), 83–90. https://doi.org/10.1108/09544780110366079
   Google Scholar
• Eklöf, J., Hellström, K., Malova, A., Parmler, J., & Podkorytova, O. (2017). Customer perception measures driving financial performance: Theoretical and empirical work for a large decentralized banking group. Measuring Business Excellence, 21(3), 239–249. https://doi.org/10.1108/MBE-12-2016-0059
   Web of Science ®Google Scholar
• Eklöf, J., Podkorytova, O., & Malova, A. (2020). Linking customer satisfaction with financial performance: An empirical study of Scandinavian banks. Total Quality Management & Business Excellence, 31(15–16), 1684–1702. https://doi.org/10.1080/14783363.2018.1504621
   Web of Science ®Google Scholar
• Eklöf, J., & Selivanova, I. (2008). Human aspect in service quality: EPSI benchmark studies. Total Quality Management, 19(7/8), 829–843. doi:10.1080/14783360802159493
   Google Scholar
• Eklöf, J., & Westlund, A. (2002). The pan-European customer satisfaction index programme – current work and the way ahead. Total Quality Management, 13(8), 1099–1106. https://doi.org/10.1080/09544120200000005
   Web of Science ®Google Scholar
• Elkington, J. (1999). Cannibals with forks: The triple bottom line of 21st century business. Capstone.
   Google Scholar
• ESCSI Technical Committee. (1998). European customer satisfaction index: foundation and structure for harmonized national pilot projects (Report of ECSI Technical Committee).
   Google Scholar
• Eskildsen, J., Westlund, A. H., & Kristensen, K. (2003). The predictive power of intangibles. Measuring Business Excellence, 7(2), 46–54. https://doi.org/10.1108/13683040310477986
   Google Scholar
• Evanschitzky, H., Groening, C., Mittal, V., & Wunderlich, M. (2011). How employer and employee satisfaction affect customer satisfaction: An application to franchise services. Journal of Service Research, 14(2), 136–148. https://doi.org/10.1177/1094670510390202
   Web of Science ®Google Scholar
• Figge, F., Hahn, T., Schaltegger, S., & Wagner, M. (2002). The sustainability balanced scorecard – linking sustainability management to business strategy. Business Strategy and the Environment, 11(5), 269–284. https://doi.org/10.1002/bse.339
   Google Scholar
• Fornell, C., Johnson, M. D., Anderson, E. W., Cha, J., & Bryant, B. E. (1996). The American customer satisfaction index: Nature, purpose, and findings. Journal of Marketing, 60(4), 7–18. https://doi.org/10.1177/002224299606000403
   Web of Science ®Google Scholar
• Global Reporting Initiative. (2020). The history of GRI. www.globalreporting.org/information/about-gri
   Google Scholar
• Golicic, S., & Smith, C. D. (2013). A meta-analysis of environmentally sustainable supply chain management practices and firm performance. Journal of Supply Chain Management, 49(2), 78–95. https://doi.org/10.1111/jscm.12006
   Web of Science ®Google Scholar
• Gonzalez Menorca, L., Fernandez-Ortiza, R., Fuentes Lombardo, G., & Clavel San Emeterio, M. (2016). The EPSI model as the main factor for identifying customer satisfaction: Empirical research. Total Quality Management & Business Excellence. 27(4), 447–463. https://doi.org/10.1080/14783363.2015.1053805
   Web of Science ®Google Scholar
• GRI-201. (2016). Global reporting initiative—2016: Economic performance 2016. https://www.globalreporting.org/standards/getting-started-with-the-gri-standards/
   Google Scholar
• Grønholdt, L., Martensen, A. D., Jørgensen, S., & Jensen, P. (2015). Customer experience management and business performance. International Journal of Quality and Service Sciences, 7(1), 90–106. https://doi.org/10.1108/IJQSS-01-2015-0008
   Google Scholar
• Gummesson, E. (2000). Qualitative methods in management research. Sage Publications.
   Google Scholar
• Haffar, M., & Searcy, C. (2018). Target-setting for ecological resilience: Are companies setting environmental sustainability targets in line with planetary thresholds? Business Strategy and the Environment, 27(7), 1079–1092. https://doi.org/10.1002/bse.2053
   Web of Science ®Google Scholar
• Hallencreutz, J. (2012). Under the skin of change meanings, models and management [Doctoral thesis]. Luleå University of Technology.
   Google Scholar
• Hallencreutz, J., & Parmler, J. (2019). Important drivers for customer satisfaction – from product focus to image and service quality. Total Quality Management and Business Excellence, 1–10. https://doi.org/10.1080/14783363.2019.1594756
   Google Scholar
• Hediger, W. (1999). Reconciling ‘weak’ and ‘strong’ sustainability. International Journal of Social Economics, 26(7/8/9), 1120–1144. https://doi.org/10.1108/03068299910245859
   Google Scholar
• Hellsten, U., & Klefsjö, B. (2000). TQM as a management system consisting of values, techniques, and tools. The TQM Magazine, 12(4), 238–244. https://doi.org/10.1108/09544780010325822
   Google Scholar
• Isaksson, R. (2019a). Excellence for sustainability – maintaining the license to operate. Total Quality Management and Business Excellence. https://doi.org/10.1080/14783363.2019.1593044
   Google Scholar
• Isaksson, R. (2019b). A proposed preliminary maturity grid for assessing sustainability reporting based on quality management principles. The TQM Journal, 31(3), 451–446. https://doi.org/10.1108/TQM-12-2017-0167
   Google Scholar
• Isaksson, R. (2019c). Creating a sense of urgency for sustainable development – testing two system models. Journal of Cleaner Production, 227(2019), 1173–1184. https://doi.org/10.1016/j.jclepro.2019.04.177
   Google Scholar
• Isaksson, R. B., Garvare, R., & Johnson, M. (2015). The crippled bottom line – measuring and managing sustainability. International Journal of Productivity and Performance Management, 64(3), 334–355. https://doi.org/10.1108/IJPPM-09-2014-0139
   Web of Science ®Google Scholar
• Iveroth, E., & Hallencreutz, J. (2020). Leadership and digital change: The digitalization paradox. Routledge.
   Google Scholar
• Jaakkola, E. (2020). Designing conceptual articles: Four approaches. AMS Review, 10(1–2), 181–110. https://doi.org/10.1007/s13162-020-00161-0
   Google Scholar
• Jeon, H., & Choi, B. (2012). The relationship between employee satisfaction and customer satisfaction. Journal of Services Marketing, 26(5), 332–341. https://doi.org/10.1108/08876041211245236
   Web of Science ®Google Scholar
• Khalaf Alharthey, B. (2013). Building customer satisfaction from the perspective of employee satisfaction. International Journal of Academic Research, 5(2), 297–301. https://doi.org/10.7813/2075-4124.2013/5-2/B.46
   Google Scholar
• Kleindorfer, P. R., Singhal, K., & Van Wassenhove, L. (2005). Sustainable operations management. Production and Operations Management, 14(4), 482–492. https://doi.org/10.1111/j.1937-5956.2005.tb00235.x
   Web of Science ®Google Scholar
• Kolb, D. (1984). Experiential learning: Experience as the source of learning and development. Prentice-Hall.
   Google Scholar
• Lewin, K. (1946). Action research and minority problems. Journal of Social Issues, 2(4), 34–46. https://doi.org/10.1111/j.1540-4560.1946.tb02295.x
   Web of Science ®Google Scholar
• Maas, K., Schaltegger, S., & Crutzen, N. (2016). Integrating corporate sustainability assessment, management accounting, control, and reporting. Journal of Cleaner Production, 136(1), 237–248. https://doi.org/110.1016/j.jclepro.2016.05.008
   Google Scholar
• Meadows, D. H., Meadows, D. L., Randers, J., & Behrens, W. W. (1972). The limits to growth—A report for the club of Rome's project on the predicament of mankind. Earth Island: Potomac Associates Book.
   Google Scholar
• Nicoletti Junior, Alaercio, de Oliveira, A., & Helleno, M. C., & Helleno A. L. (2018). Sustainability evaluation model for manufacturing systems based on the correlation between triple bottom line dimensions and balanced scorecard perspectives. Journal of Cleaner Production, 190, 84–93. https://doi.org/10.1016/j.jclepro.2018.04.136
   Web of Science ®Google Scholar
• Pagell, M., & Shevchenko, A. (2014). Why research in sustainable supply chain management should have no future. Journal of Supply Chain Management, 50(1), 44–55. https://doi.org/10.1111/jscm.12037
   Web of Science ®Google Scholar
• Pullman, M. E., Maloni, M. J., & Carter, C. R. (2009). Food for thought: Social versus environmental sustainability. Practices and Performance Outcomes, 45(4), 38–54. doi:10.1111/j.1745-493X.2009.03175.x
   Google Scholar
• Ranängen, H., Cöster, M., Isaksson, R., & Garvare, R. (2018). From global goals and planetary boundaries to public governance – a framework for prioritizing organizational sustainability activities. Sustainability, 10(8), 2741–2726. https://doi.org/10.3390/su10082741
   Web of Science ®Google Scholar
• Robèrt, K. H. (2000). Tools and concepts for sustainable development, how do they relate to a general framework for sustainable development, and to each other? Journal of Cleaner Production, 8(3), 243–254. https://doi.org/10.1016/S0959-6526(00)00011-1
   Google Scholar
• Rockström J., Steffen W., Noone K., Persson Å., Chapin F. S., Lambin E., Lenton T. M., Scheffer M., Folke C., Schellnhuber H. J., Nykvist B., de Wit C. A., Hughes T., van der Leeuw S., Rodhe H., Sörlin S., Snyder P. K., Costanza R., Svedin Uno,  … , & Foley Jonathan (2009). Planetary boundaries: Exploring the safe operating space for humanity. Ecology and Society, 14(2), 2. https://doi.org/10.5751/ES-03180-140232
   Web of Science ®Google Scholar
• Siva, V., Gremyr, I., Bergquist, B., Garvare, R., Zobel, T., & Isaksson, R. (2016). The support of quality management to sustainable development: A literature review. Journal of Cleaner Production. http://doi.org/10.1016/j.jclepro.2016.01.020
   Google Scholar
• Sousa, R. (2003). Linking quality management to manufacturing strategy: An empirical investigation of customer focus practices. Journal of Operations Management, 21(1), 1–18. https://doi.org/10.1016/S0272-6963(02)00055-4
   Web of Science ®Google Scholar
• Steffen, W., Richardson, K., Rockström, J., Cornell, S., Fetzer, I., Bennett, E., Biggs, R., Carpenter, S., de Vries, W., de Wit, C., Folke1, C., Gerten, D., Heinke, J., Mace, G., Persson, L., Ramanathan, V., Reyers, B., & Sörlin, S. (2015). Planetary boundaries: Guiding human development on a changing planet. Science, 347(6223), 736–737. https://doi.org/10.1126/science.1259855
   Web of Science ®Google Scholar
• Stern, L. D. (2006). A guide to global acquisitions. Fultus Corporation.
   Google Scholar
• TNS. (2020). Natural step – principles. www.naturalstep.org
   Google Scholar
• Topfer, K. (2000). The triple bottom line economic. Social Natural Capital UN Chronicle, 36(2), 39–40.
   Google Scholar
• UNEP. (2020). About United Nations environmental program. www.unep.org
   Google Scholar
• Walker, D. H. T. (2000). Client/customer or stakeholder focus? ISO 14000 EMS as a Construction Industry Case study. The TQM Magazine, 12(1), 18–26. https://doi.org/10.1108/09544780010287221
   Google Scholar
• WBSCD. (2020). About World Business Council for Sustainable Development. www.wbcsd.org
   Google Scholar
• WCED. (1987). Our common future: The Brundtland report. Oxford University Press.
   Google Scholar
• Westin, L., & Parmler, J. (in press). Adding sustainability to the extended performance satisfaction index – new development. Total Quality Management and Business Excellence.
   Google Scholar
• Wu, K., Zhu, Y., Tseng, M., Lim, M., & Xue, K. (2018). Developing a hierarchical structure of the co-benefits of the triple bottom line under uncertainty. Journal of Cleaner Production, 195(9), 908–918. https://doi.org/10.1016/j.jclepro.2018.05.264
   Google Scholar