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

The role of the company’s management team in communicating and reinforcing the company’s values.

Items

• My organization always attempts to ensure that the right leaders are in place to meet the company’s goals. (0.81)
• Our leadership communicates and reinforces the values shared by almost everyone in our organization. (0.89)
• Our company’s vision and goals statements are shared throughout the organization. (0.64)

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).

Related Scales

• Service culture
• Value orientation