Handbook of Management Scales/Service culture

Service culture (composite reliability = 0.86)

Description

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, service climate, consists of three first-order dimensions: leadership, service culture, and value orientation.

Definition

Corporate culture that conveys that providing customer service to all customers should be embedded in all employees’ behavior.

Items

• Service quality values are explicitly addressed and actively promoted within our organization. (0.79)
• Our organization promotes a culture that emphasizes service. (0.93)
• Our employees are fully committed to customer service. (0.78)

Source

• 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.

Comments

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

Related Scales

• Leadership
• Value orientation