The well-known distinctive time-based nature of service
firms’ products complicates their sustainable management
efforts (Kassinis and Soteriou 2003; Sigala 2008). Most
critically, services’ slack capacity and unused resources
represent a type of waste that can also have environmental
impacts, such as lost energy, and sociocultural impacts,
such as lost working hours and reduced employee motivation
and morale (Foster, Sampson, and Dunn 2000).