Handbook of Management Scales/Reward system

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Reward system (composite reliability = 0.87)[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, human resource policy, consists of two first-order dimensions: human capital and reward system.


The extent to which a company has a reward system in place to reward employees on the basis of their performance.


  • Our employees are rewarded on the basis of how well they perform on non-financial measures (e.g. customer satisfaction) as well as financial measures. (0.76)
  • We reward our employees based on customer loyalty metrics. (0.75)
  • For our employees, recognition is based on exceeding both internal and external service expectations. (0.80)
  • Evaluation and reward of most managers is linked to service performance. (0.85)



The first and second items were dropped due to low regression weight (or lower than remaining items).

Related Scales[edit]