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, human resource policy, consists of two first-order dimensions: human capital and reward system.

Definition

The combined knowledge, skills, and experience of a company’s employees.

Items

• We have created a stable workforce so that our employees can build better skills. (0.64)
• We promote comprehensive quality education and training of our employees. (0.83)
• We have an education plan where more than 5 percent of an employee’s time is devoted to training. (0.75)

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

Related Scales

• Reward system