Handbook of Management Scales/Service processes

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Service processes (composite reliability = 0.77)[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, process management, consists of two first-order dimensions: information and communication technologies implementation and service processes.


The characteristics of the key processes, both front-line and back-office, designed and managed to deliver service, e-service, and higher productivity.


  • My organization’s processes provide outstanding support on delivering high-value services. (0.82)
  • We have processes to monitor customers’ purchases from order to delivery. (0.42)
  • Our processes help employees focus on activities important to our customers. (0.68)



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

Related Scales[edit]