Handbook of Management Scales/Leadership

Leadership (composite reliability = 0.83) 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