New service development (N index)
Marketing & Sales1 sample item
About this scale
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.
Sample item(s)
“We have the ability of rapidly enhancing existing products/services to changing customer requirements. (0.51)”
Notes
Index context: N.
Source & citation
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.
Source & licence. This scale entry is compiled from the Wikibooks Handbook of Management Scales, used under the CC BY-SA 3.0 licence. Always consult the original publication (cited above) for the complete item set and permission to use.
Use it in your research
Need to check the reliability or psychometrics of this scale in your own data? Use the free DrAIStudio research tools:
Cronbach’s alpha calculator
All statistical calculators
Search the full Scale Atlas
Academic writing humanizer