Handbook of Management Scales/Service processes

Service processes (composite reliability = 0.77)

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 characteristics of the key processes, both front-line and back-office, designed and managed to deliver service, e-service, and higher productivity.

Items

• My organization’s processes provide outstanding support on delivering high-value services. (0.82)
• We have processes to monitor customers’ purchases from order to delivery. (0.42)
• Our processes help employees focus on activities important to our customers. (0.68)

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

• Information and communication technologies implementation