Handbook of Management Scales/Service standards

Service standards (composite reliability = 0.84) 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, metrics and standards, consists of two first-order dimensions: measurement system and service standards. Definition The extent to which a company has established service standards. Items Our company has established service standards based on researched customer needs. (0.79) Service standards are visible to both employees and customers. (0.85) We have established service standards based on external benchmarks of competitor performance. (0.83) 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 Measurement system