Abstract
Analyzing and designing how service is provided to the customer is crucial for sustainable supply chains in services. In this respect, there can be barriers to applying sustainable improvements due to regulations, practices and customer culture. This study is focused on finding the waste produced by the service of one of the biggest payment service provider (PSP) companies in Iran and how to meet the essential needs of the sustainable supply chain. It has been observed that using thermal papers as a biohazardous material causes environmental problems and even it is hazardous to mix them with normal paper waste in the recycling process. Moreover, preventive maintenance of the thermal printers itself causes a huge number of unnecessary shuttles between the customers and service suppliers, which represents a source of CO2 emission, traffic—especially in the capital—and high maintenance costs for the company. Three main alternatives to the thermal paper receipt were analyzed and ranked by means of a TOPSIS (Technique for Order of Preference by Similarity to Ideal Solution) model, which employed the sustainability pillars and the technical point of view as evaluation criteria. The priorities against the set of criteria were obtained by means of surveys, which targeted a sample of customers and a pool of experts. The results highlighted that customers’ habits and legislation are the most important barriers to the transition to a more sustainable service.
Highlights
A service provider (SP) is an organization that performs a sequence of activities to satisfy a need for a specific group of customers or for the general public
The review of the literature allowed to highlight that the payment service includes, alongside core services, a complementary service that is an important source of environmental impact, which must be mitigated for a transition to green services
Hansol Paper and Indonesian producers presently have the highest share of thermal paper market in Iran
Summary
A service provider (SP) is an organization that performs a sequence of activities to satisfy a need for a specific group of customers or for the general public. Consultancies, financial services, and telecommunication services are typical examples of SPs. The service is delivered to the users by means of a chain of activities, which may involve several partners: planning and managing the supply chain is a key aspect of this business A sustainable service supply chain (SSSC) is a combination of a group of companies utilizing their resources to meet the end user’s demand in an efficient way and at the right time. The concept of sustainability has been introduced in SSSCs, but the body of knowledge on green service supply chains is not sufficiently structured yet. Both from the users’ and the managerial perspectives the advantages of programs aimed at introducing sustainability in this field are not completely clear. The presentation and discussion of case studies on SSSC is significant
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