Conclusions and Directions for Future Research
In this paper, I outlined the role and the contributions of customers in managing a sustainable hospitality and tourism supply chain, based on an analysis and extrapolation of existing studies. The green supply chain management concept involves a framework for the sustainable role of customers in all supply chain processes. This framework proposes that customers and their social communities can contribute to sustainable supply chain management at all stages, namely, service design, production, procurement,distribution, promotion, and marketing, as well as loopclosing
supply chain processes that feed back into the supply chain. The proposed framework is structured according to the processes in which the customer is involved and the purpose, intensity, and methods of customer involvement. The framework includes issues relating to the factors that
motivate customers’ sustainability actions and the management and outcomes of the customer involvement in each supply chain process.