Abstract
An organizational service orientation scale (SERV*OR) is developed and validated in this study. Service orientation is defined as an organization-wide embracement of a basic set of relatively enduring organizational policies, practices and procedures intended to support and reward service-giving behaviors that create and deliver "service excellence." The SERV*OR managerial measure captures the extent to which an organization is perceived by its employees as having adopted and embraced specific policies, practices and procedures that represent an organizational service orientation. A comprehensive and rigorous program to develop the valid and reliable measure was undertaken. Key features of the methodology included executive focus group interviews, multiple rounds of pre-testing, multi-sample assessment, and multi-industry replication. The results strongly indicate that organizational service orientation may be represented by a structure comprised of ten factors. The factors are carefully described and theoretically based. Managerial implications and future research directions are discussed.
| Original language | English (US) |
|---|---|
| Pages (from-to) | 455-489 |
| Number of pages | 35 |
| Journal | Journal of Retailing |
| Volume | 74 |
| Issue number | 4 |
| State | Published - Sep 1998 |
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ASJC Scopus subject areas
- Marketing
- Applied Psychology
Cite this
SERV*OR : A managerial measure of organizational service-orientation. / Lytle, Richard S.; Hom, Peter; Mokwa, Michael.
In: Journal of Retailing, Vol. 74, No. 4, 09.1998, p. 455-489.Research output: Contribution to journal › Article
}
TY - JOUR
T1 - SERV*OR
T2 - A managerial measure of organizational service-orientation
AU - Lytle, Richard S.
AU - Hom, Peter
AU - Mokwa, Michael
PY - 1998/9
Y1 - 1998/9
N2 - An organizational service orientation scale (SERV*OR) is developed and validated in this study. Service orientation is defined as an organization-wide embracement of a basic set of relatively enduring organizational policies, practices and procedures intended to support and reward service-giving behaviors that create and deliver "service excellence." The SERV*OR managerial measure captures the extent to which an organization is perceived by its employees as having adopted and embraced specific policies, practices and procedures that represent an organizational service orientation. A comprehensive and rigorous program to develop the valid and reliable measure was undertaken. Key features of the methodology included executive focus group interviews, multiple rounds of pre-testing, multi-sample assessment, and multi-industry replication. The results strongly indicate that organizational service orientation may be represented by a structure comprised of ten factors. The factors are carefully described and theoretically based. Managerial implications and future research directions are discussed.
AB - An organizational service orientation scale (SERV*OR) is developed and validated in this study. Service orientation is defined as an organization-wide embracement of a basic set of relatively enduring organizational policies, practices and procedures intended to support and reward service-giving behaviors that create and deliver "service excellence." The SERV*OR managerial measure captures the extent to which an organization is perceived by its employees as having adopted and embraced specific policies, practices and procedures that represent an organizational service orientation. A comprehensive and rigorous program to develop the valid and reliable measure was undertaken. Key features of the methodology included executive focus group interviews, multiple rounds of pre-testing, multi-sample assessment, and multi-industry replication. The results strongly indicate that organizational service orientation may be represented by a structure comprised of ten factors. The factors are carefully described and theoretically based. Managerial implications and future research directions are discussed.
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UR - http://www.scopus.com/inward/citedby.url?scp=0032162233&partnerID=8YFLogxK
M3 - Article
AN - SCOPUS:0032162233
VL - 74
SP - 455
EP - 489
JO - Journal of Retailing
JF - Journal of Retailing
SN - 0022-4359
IS - 4
ER -