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Measurement of organizational investments in social capital: The service employee perspective

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  • Ellinger, Alexander E.
  • Bas, Ayse Banu Elmadag
  • Ellinger, Andrea D.
  • Wang, Yu-Lin
  • Bachrach, Daniel G.

Abstract

This paper describes the development and validation of a measure of organizational investments in social capital (OISC). The scale development process is carried out over three stages (item generation, scale purification, scale validation), with two separate data collection phases involving a total of 735 working adults from multiple and diverse service-related workplace settings. As such, the data provide evidence for the face, content, discriminant, convergent and nomological validity, dimensionality and reliability of the OISC measure. The OISC measure is a concise, unidimensional scale that has the potential for significant usage in the development and testing of theory, as well as practical application in retail and other service provision contexts.

Suggested Citation

  • Ellinger, Alexander E. & Bas, Ayse Banu Elmadag & Ellinger, Andrea D. & Wang, Yu-Lin & Bachrach, Daniel G., 2011. "Measurement of organizational investments in social capital: The service employee perspective," Journal of Business Research, Elsevier, vol. 64(6), pages 572-578, June.
    • Handle: RePEc:eee:jbrese:v:64:y:2011:i:6:p:572-578
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    References listed on IDEAS

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    1. Merlo, Omar & Bell, Simon J. & Menguc, Bulent & Whitwell, Gregory J., 2006. "Social capital, customer service orientation and creativity in retail stores," Journal of Business Research, Elsevier, vol. 59(12), pages 1214-1221, November.
    2. Luthans, Fred & Luthans, Kyle W. & Luthans, Brett C., 2004. "Positive psychological capital: beyond human and social capital," Business Horizons, Elsevier, vol. 47(1), pages 45-50.
    3. Zaichkowsky, Judith Lynne, 1985. "Measuring the Involvement Construct," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 12(3), pages 341-352, December.
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    Cited by:

    1. Yong Yang & Fan Yang & Jingzhu Cao & Bo Feng, 2020. "The Multilevel Mechanism of Multifoci Service Orientation on Emotional Labor: Based on the Chinese Hospitality Industry," IJERPH, MDPI, vol. 17(12), pages 1-21, June.
    2. Omar Rabeea Mahdi & Islam A. Nassar, 2021. "The Business Model of Sustainable Competitive Advantage through Strategic Leadership Capabilities and Knowledge Management Processes to Overcome COVID-19 Pandemic," Sustainability, MDPI, vol. 13(17), pages 1-27, September.
    3. Chuang, Chih-Hsun & Chen, Shyh-jer & Chuang, Ching-Wen, 2013. "Human resource management practices and organizational social capital: The role of industrial characteristics," Journal of Business Research, Elsevier, vol. 66(5), pages 678-687.
    4. Akamavi, Raphaël K. & Mohamed, Elsayed & Pellmann, Katharina & Xu, Yue, 2015. "Key determinants of passenger loyalty in the low-cost airline business," Tourism Management, Elsevier, vol. 46(C), pages 528-545.
    5. Ellinger, Alexander E. & Musgrove, Carolyn (Casey) Findley & Ellinger, Andrea D. & Bachrach, Daniel G. & Elmadağ Baş, Ayşe Banu & Wang, Yu-Lin, 2013. "Influences of organizational investments in social capital on service employee commitment and performance," Journal of Business Research, Elsevier, vol. 66(8), pages 1124-1133.
    6. Wallace, Elaine & de Chernatony, Leslie & Buil, Isabel, 2013. "Building bank brands: How leadership behavior influences employee commitment," Journal of Business Research, Elsevier, vol. 66(2), pages 165-171.

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