Handbook of Management Scales/Service culture
Service culture (composite reliability = 0.86)[edit | edit source]
Description[edit | edit source]
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.
Definition[edit | edit source]
Corporate culture that conveys that providing customer service to all customers should be embedded in all employees’ behavior.
Items[edit | edit source]
- 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[edit | edit 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[edit | edit source]
The third item was dropped due to low regression weight (or lower than remaining items) and due to redundancy.