학술저널
EMPLOYEES' CONTRIBUTIONS TO QUALITY: AN EXAMINATION OF THE SERVICE ORIENTATION INDEX WITHIN GLOBAL ENTREPRENEURIAL ORGANIZATIONS
- People & Global Business Association
- Global Business and Finance Review
- Vol.8 No.1
-
2003.06103 - 110 (8 pages)
- 15
Hogan, Hogan and Busch (1984) define service-orientation as "the disposition to be helpful, thoughtful, considerate, and cooperative" (p. 167). To measure this construct they developed the Service Orientation Index (SOI). an 87-item true-false questionnaire. Since that lime they have altered the SOI so that it now contains items. The purpose of the present study was to explore the dimensionality of the SOI and its predictive validity as a measure of service orientation. Give the importance of service quality on a firms profitability. implications of this research for management practice are detailed.
Abstract
INTRODUCTION
SERVICE ORIENTATION
METHOD
RESULTS
IMPLICATIONS FOR RESEARCH AND PRACTICE
REFERENCES
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