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Handbook of Management Scales/Service standards

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Service standards (composite reliability = 0.84)

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Description

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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

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The extent to which a company has established service standards.

Items

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  • 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

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Comments

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The first item was dropped due to low regression weight (or lower than remaining items).

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