Handbook of Management Scales/Value orientation

Value orientation (composite reliability = 0.82) 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 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 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 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 second item was dropped due to low regression weight (or lower than remaining items). Related Scales Leadership Service culture