Handbook of Management Scales/Value orientation

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
The extent to which a company’s management team gives attention to the productivity level of the company, the value delivered to the customer, and the cost charged for the services provided.

Items

 * Providing high high-value services is a major focus of managerial attention in our company. (0.83)
 * We have programs in place to tackle all activities that do not add value to the customer. (0.62)
 * Exceptional value is created in our company through a combination of quality, service design and cost management. (0.76)

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

 * Leadership
 * Service culture