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


  • Husniye Ors

    () (Mustafa Kemal University)


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 .

Suggested Citation

  • Husniye Ors, 2005. "Organizational Service Orientation (OSO) Level Of The Firms Worked In The Service SectorAnd Sectoral Comparision," Anadolu University Journal of Social Sciences, Anadolu University, vol. 5(2), pages 113-136, December.
  • Handle: RePEc:and:journl:v:5:y:2005:i:2:p:113-136

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    References listed on IDEAS

    1. Calof, Jonathan L. & Beamish, Paul W., 1995. "Adapting to foreign markets: Explaining internationalization," International Business Review, Elsevier, vol. 4(2), pages 115-131, June.
    2. Donald J Lecraw, 1993. "Outward Direct Investment by Indonesian Firms: Motivation and Effects," Journal of International Business Studies, Palgrave Macmillan;Academy of International Business, vol. 24(3), pages 589-600, September.
    3. Dominguez, Luis V. & Brenes, Esteban R., 1997. "The internationalization of Latin American enterprises and market liberalization in the Americas: A vital linkage," Journal of Business Research, Elsevier, vol. 38(1), pages 3-16, January.
    4. Daniel Sullivan, 1994. "Measuring the Degree of Internationalization of a Firm," Journal of International Business Studies, Palgrave Macmillan;Academy of International Business, vol. 25(2), pages 325-342, June.
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    More about this item


    Services Marketing; Service Orientation; Customer Satisfaction.;

    JEL classification:

    • M31 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - Marketing
    • L80 - Industrial Organization - - Industry Studies: Services - - - General


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