Handbook of Management Scales/Service standards

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.

The extent to which a company has established service standards.

• 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)

• 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.

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

• Measurement system