Organizational Service Orientation (OSO) Level Of The Firms Worked In The Service SectorAnd Sectoral Comparision

Husniye Ors ()
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Husniye Ors: Mustafa Kemal University

Anadolu University Journal of Social Sciences, 2005, vol. 5, issue 2, 113-136

Abstract: In this study is examined the SERV*OR scale which measures the level of Organizational Service-Orientation (OSO) of the service firms and is developed by Lytle, Hom and Mokwa (1998) and applicated to the service firms worked in Antakya. has measured these firms. Organizational 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 results which are obtained shows that there are differences between results of studies about number of factors of scale and the effect of the characteristics of firms on the OSO .

Keywords: Services Marketing; Service Orientation; Customer Satisfaction. (search for similar items in EconPapers)
JEL-codes: L80 M31 (search for similar items in EconPapers)
Date: 2005
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Persistent link: https://EconPapers.repec.org/RePEc:and:journl:v:5:y:2005:i:2:p:113-136

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