Handbook of Management Scales/Measurement system
Measurement system (composite reliability = 0.82)
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.
The extent to which a company measures how well service standards are met, as well as the level of employee and customer satisfaction.
- 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)
- Oliveira/Roth (2012): Service orientation: The derivation of underlying constructs and measures. International Journal of Operations & Production Management, Vol. 32, No. 2, pp. 156-190.
The second item was dropped due to low regression weight (or lower than remaining items).