Handbook of Management Scales/Measurement system

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Measurement system (composite reliability = 0.82)[edit]

Description[edit]

The authors follow a two-phased approach to develop multi-item scales that measure dimensions of service orientation in the context of business-to-business e-commerce. Service orientation was conceptualized as a third-order construct comprised of five combinative service competency bundles: service climate; market focus; process management; human resource policy; and metrics and standards.

One of these five second-order dimensions, metrics and standards, consists of two first-order dimensions: measurement system and service standards.

Definition[edit]

The extent to which a company measures how well service standards are met, as well as the level of employee and customer satisfaction.

Items[edit]

  • Our metrics capture what is strategically important for measuring customer satisfaction. (0.89)
  • We measure value by tracking the behavior of customers, employees and investors, and quantifying its economic consequences. (0.60)
  • Non-financial performance measures such as employee satisfaction and customer satisfaction are routinely used to evaluate success. (0.81)

Source[edit]

Comments[edit]

The second item was dropped due to low regression weight (or lower than remaining items).

Related Scales[edit]