Handbook of Management Scales/Measurement system

Measurement system (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, metrics and standards, consists of two first-order dimensions: measurement system and service standards.

Definition

The extent to which a company measures how well service standards are met, as well as the level of employee and customer satisfaction.

Items

• Our metrics capture what is strategically important for measuring customer satisfaction. (0.89)
• We measure value by tracking the behavior of customers, employees and investors, and quantifying its economic consequences. (0.60)
• Non-financial performance measures such as employee satisfaction and customer satisfaction are routinely used to evaluate success. (0.81)

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

• Service standards