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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)

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 .

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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    File URL: http://www.anadolu.edu.tr/arastirma/hakemli_dergiler/sosyal_bilimler/pdf/2005-2/sos_bil.8.pdf
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    Keywords

    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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