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 extent to which a company has a reward system in place to reward employees on the basis of their performance.

Items

• Our employees are rewarded on the basis of how well they perform on non-financial measures (e.g. customer satisfaction) as well as financial measures. (0.76)
• We reward our employees based on customer loyalty metrics. (0.75)
• For our employees, recognition is based on exceeding both internal and external service expectations. (0.80)
• Evaluation and reward of most managers is linked to service performance. (0.85)

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 and second items were dropped due to low regression weight (or lower than remaining items).

Related Scales

• Human capital