Handbook of Management Scales/Service culture

Service culture (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, service climate, consists of three first-order dimensions: leadership, service culture, and value orientation.

Definition

Corporate culture that conveys that providing customer service to all customers should be embedded in all employees’ behavior.

Items

Service quality values are explicitly addressed and actively promoted within our organization. (0.79)
Our organization promotes a culture that emphasizes service. (0.93)
Our employees are fully committed to customer service. (0.78)

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) and due to redundancy.