Handbook of Management Scales/Value orientation
Value orientation (composite reliability = 0.82)[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]
The extent to which a company’s management team gives attention to the productivity level of the company, the value delivered to the customer, and the cost charged for the services provided.
Items[edit | edit source]
- Providing high high-value services is a major focus of managerial attention in our company. (0.83)
- We have programs in place to tackle all activities that do not add value to the customer. (0.62)
- Exceptional value is created in our company through a combination of quality, service design and cost management. (0.76)
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 second item was dropped due to low regression weight (or lower than remaining items).