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Purpose -The aim of this study is to propose a method for assessing the service recovery performance of a manufacturing company with value-added services. Service recovery performance is assessed by an index with value ranges from 0 to 100 percent. Design/methodology/approach -A tree-like structure was built to represent service recovery. This structure was weighted according to the degrees of each dimension's relative importance using the analytic hierarchy process (AHP) method. After construction, the dimensions were evaluated by considering how much they were applied during the process; the service recovery index and the gaps between importance and application were determined. The method was tested in a multinational manufacturing company and in two buyer companies. Findings -It was possible to identify the most important service recovery dimensions from the perspective of a manufacturing company ("speed of recovery", followed by "empowerment") and the respective degree of application according to the buyers; the gaps between importance and application were determined, and a set of suggestions for the service recovery process was made. Practical implications -The proposed method can be adapted for other companies, including those in other industries. Analysis of the degree of the application of the dimensions of recovery can be extended to other customers, which allows for the measurement of service recovery performance. Originality/value -The recovery service is an organisational process relevant to manufacturing enterprises with value-added services, which require measurement of their performance. The authors found no other references to a method that allows organisations to assess their performance in relation to recovery dimensions.

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Purpose The purpose of this paper is to introduce and test a model for numerical evaluation of the effectiveness of green practices implemented in two industrial supply chains (SCs). Two real case applications were made: footwear and metal-mechanics industry. Design/methodology/approach The research method is quali-quantitative modeling. By literature review, a model based on three constructs was proposed (green strategy, green innovation, and green operations), organized in 16 categorical indicators, prioritized with analytic hierarchy process. Three practitioners of each focal companies assessed the indicators fulfilling scales (very good to very bad). Findings The overall performance reached 51 and 57 percent, respectively of the maximum possible. The indicators that most jeopardized the performance were complexity management and communication, barriers to green supply chain management, green products, and green market (first case) and innovation in processes, and green market (second case). Research limitations/implications The model cannot be generalized or extended to other SCs. Further refinement and testing are required. Practical implications Managers and practitioners can improve the eco-efficiency of SC, focusing on the green practices that should be prioritized in greening strategies for the entire chain. Social implications Improvement of eco-efficiency is positively correlated with corporate social responsibility. Originality/value The model can produce a numerical overall value that represents the level or degree of implementation of green practices in the context of a SC management.