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Multi-item models for evaluating managerial and organizational resources in service firms


  • Sonia Cruz-Ros



Services are the primary source of wealth in almost every nation around the world. Domestic competitiveness increasingly depends on the health of its service firms. Then understanding the source of competitive advantage for the case of service industry is a challenge that cannot be deferred. Resource-Based View literature gives sound evidences that intangible assets like managerial and organizational resources are the primary source of competitive advantage, especially in the service industry. However, the development of managerial tools for measuring and managing these resources remains as an open gap. In the last few years, some academic work has been devoted to develop intangible assets measurement devices. Nevertheless, these scales are either oriented towards manufacturing industry or do not take specifically into account the distinctive features of service delivery. This study replies the multi-item model proposed by Camisón (Manag Res 3(1):27–48, 2004 ) over a sample of 152 medium and large services companies. We have taken different tests to demonstrate validity and reliability of the scales. Results show that these scales may also be suitable for being used in all the types of service companies. However, some partial modifications should be done in order to give more relevance to soft managerial competences and to organizational human capital. Copyright Springer-Verlag 2009

Suggested Citation

  • Sonia Cruz-Ros, 2009. "Multi-item models for evaluating managerial and organizational resources in service firms," Service Business, Springer;Pan-Pacific Business Association, vol. 3(3), pages 229-257, September.
  • Handle: RePEc:spr:svcbiz:v:3:y:2009:i:3:p:229-257
    DOI: 10.1007/s11628-008-0058-y

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    References listed on IDEAS

    1. Henry Kaiser, 1958. "The varimax criterion for analytic rotation in factor analysis," Psychometrika, Springer;The Psychometric Society, vol. 23(3), pages 187-200, September.
    2. Lee Cronbach, 1951. "Coefficient alpha and the internal structure of tests," Psychometrika, Springer;The Psychometric Society, vol. 16(3), pages 297-334, September.
    3. John Horn, 1965. "A rationale and test for the number of factors in factor analysis," Psychometrika, Springer;The Psychometric Society, vol. 30(2), pages 179-185, June.
    4. K. Jöreskog, 1971. "Simultaneous factor analysis in several populations," Psychometrika, Springer;The Psychometric Society, vol. 36(4), pages 409-426, December.
    5. K. Jöreskog, 1969. "A general approach to confirmatory maximum likelihood factor analysis," Psychometrika, Springer;The Psychometric Society, vol. 34(2), pages 183-202, June.
    6. Castanias, Richard P. & Helfat, Constance E., 1992. "Managerial and windfall rents in the market for corporate control," Journal of Economic Behavior & Organization, Elsevier, vol. 18(2), pages 153-184, July.
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    Cited by:

    1. Sang-Man Kim & Ki-Hyun Um & Hyeon Young Kim & Yong-Hyun Kim, 2016. "Hospital career management systems and their effects on the psychological state and career attitudes of nurses," Service Business, Springer;Pan-Pacific Business Association, vol. 10(1), pages 87-112, March.
    2. Soong Chung & Doo Jung & Seong Yoon & DonHee Lee, 2010. "A dynamic forecasting model for nursing manpower requirements in the medical service industry," Service Business, Springer;Pan-Pacific Business Association, vol. 4(3), pages 225-236, December.
    3. Edward Ku, 2014. "Putting forth marketing competencies strength with collaborating partners in the hotel industry," Service Business, Springer;Pan-Pacific Business Association, vol. 8(4), pages 679-697, December.
    4. repec:spr:svcbiz:v:12:y:2018:i:1:d:10.1007_s11628-017-0340-y is not listed on IDEAS
    5. Cruz-Ros, Sonia & Gonzalez-Cruz, Tomas F., 2015. "Service firm capabilities and performance: Contingent analysis of customer contact," Journal of Business Research, Elsevier, vol. 68(7), pages 1612-1621.


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