Handbook of Management Scales/Information and communication technologies implementation

Information and communication technologies implementation (composite reliability = 0.86) 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, process management, consists of two first-order dimensions: information and communication technologies implementation and service processes. Definition The level of adoption and implementation of information and communication technologies. Items Our company’s technology supports cross-functional communications. (0.92) We use advanced technologies to reach new and underserved customers. (0.45) We work with information technology systems that enable easy cross-organizational communications. (0.84) Information systems are used to foster new ideas, facilitate cross-functional efforts and provide real-time information. (0.79) 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 and fourth items were dropped due to low regression weight (or lower than remaining items). Related Scales Service processes