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

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  • Husniye Ors

    ()
    (Mustafa Kemal University)

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    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 excellenceâ€. 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 .

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    Bibliographic Info

    Article provided by Anadolu University in its journal Anadolu University Journal of Social Sciences.

    Volume (Year): 5 (2005)
    Issue (Month): 2 (December)
    Pages: 113-136

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    Handle: RePEc:and:journl:v:5:y:2005:i:2:p:113-136

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    Keywords: Services Marketing; Service Orientation; Customer Satisfaction.;

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