SavedAdd your journal

Journals / Anadolu Üniversitesi Sosyal Bilimler Dergisi / 2005 / Cilt: 5 - Sayı: 2

Organizational Service Orientation (OSO) Level of the Firms Worked in the Service Sector and Sectoral Comparision

Hizmet Sektöründe Faaliyet Gösteren İşletmelerin Örgütsel Hizmet Oryantasyon (OHO) Düzeyleri ve Sektörel Karşılama

Hüsniye ÖRS
Pages
113–135
Publication Date
2022-10-11
DOI
—
🏛️Bibliographic metadata and full text access for this article are provided via DergiPark.
DergiPark Record ↗
✨

AI Summary & Key Takeaways

AI Insight
⚡ TL;DR(Too Long; Didn't Read)

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 .

📌 3 Key Takeaways

🎯
Objective & Hypothesis: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, Horn and Mokwa (1998) and applicated to the service firms worked in Antakya, has measured these firms.
📊
Key Findings & Data: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".
💡
Conclusion & Impact: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 .
🔬Design:Research Article
📍Scope:Comprehensive Sample
⚙️Variables:Domain Parameters

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, Horn 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 .

Özet

Bu çalışmada, Lytle ve arkadaşları (1998) tarafından geliştirilen ve SERV*OR olarak adlandırılan ölçek Türkiye'de sınanmıştır. Ayrıca ölçek Antakya'da farklı hizmet dallarında faaliyet gös.teren hizmet işletmeleri üzerine uygulanmış ve bu işletmelerin "Örgütsel Hizmet Oryantasyon" (OHO) düzeyleri ölçülmüştür. Örgütsel Hizmet Oryantasyonu; "hizmet üstünlüğü yaratan ve sunan hizmet davranışlarını desteklemek ve ödüllendirmek için tasarlanan, nispeten devam eden politikalar, uygulamalar ve prosedürlerden oluşan temel bir setin örgütün tümünde benimsenmesidir" şeklinde tanımlanabilir. Araştırmada elde edilen sonuçlar Lytle ve arkadaşlarının elde ettiklerinden farklılık göstermektedir. Bu farkların başında ölçeğin boyut sayısı ve işletmelerin bazı karakteristiklerinin OHO üzerine etkileri gelmektedir.

🔖

Cite This Article

ÖRS, H. (2022). Organizational Service Orientation (OSO) Level of the Firms Worked in the Service Sector and Sectoral Comparision. Anadolu Üniversitesi Sosyal Bilimler Dergisi, Cilt: 5 - Sayı: 2, 113–135. https://ajindex.com/articles/439084

📄 Full Text PDF Viewer

📄

PDF görüntüleyici hazırlanıyor...

References (17)

  1. Appiah-Adu, Kwaku ( 1998). Market orientation and performance: empirical tests in a transition economy, Journal of Strategic Marketing, 6, pp. 25-45.
  2. Appiah-Adu, Kwaku., Ashok Ranchhod (1998). Market Orientation and Performance in the Biotechnology, Technology Analysis & Strategic Management, June, Vol 10/2,pp.l97-214. Berkowitz, Eric N., Roger A. Kerin., W. Hartley., William Rudelius ( 2000).
  3. Marketing, Sixth Ed., Me Graw Hill. Clabaugh, Maurice G.Jr., Joanna R. Wallace (1982). A marketing Orientation For The Nursing home Industry, Vol 2/2, spring, pp. 7-14.
  4. Dinçer, Ömer (1998). Stratejik Yönetim ve İşletme Politikası, Beta Yayıncılık, 5. Baskı,
  5. İstanbul.
  6. Egan, Colin., David Shipley (1995). Dimentions of Customer Orientation: An Empirical Investigation of the UK Financial Services Sector, Journal of Marketing Management, 11,pp. 807-816.
  7. Henkoff, Ronald (1994). Service İs Everybody's Business; Fortune (June 27), 48-60.
  8. Heskett, J. L., Earl Sasser, Jr., L. A. Schlesinger ( 1997). The Service Profit Chain: How Leading Companies Link Profit and Growth to Loyalty, Satisfaction, and Value, The Free Press,
  9. New York. Kohli, Ajay K. And Bernard J. Jaworski ( 1990). Market Orientation: The Contruct, Research, Propositions, and Managerial Implications, Journal of Marketing, 54 (April): 1-78.
  10. Kotler, P. (1997). Marketing Management: Analysis, Planing, Implementation, and Control, Ninth Ed.,Prentice Hall Int., New Jersey. Lovelock, C. H.(1996).
  11. Services Marketing, Pentice Hall,Third Ed., New Jersey. Lytle, Richard., Peter W. Horn., Michael P. Mokwa (1998). SERV*OR: A Managerial Measure of organizational Service-Orientation, Journal of Retailing, Vol 74(4), pp. 455-489.
  12. McGee, D. O., Varadarajan, P. R. And Pride, W. M. (1989). Strategic Adaptability and Firm Performance: A Market Contengency Perspective, Journal of Marketing, 53 (July): 21-35.
  13. Mengüç, Bülent (1996). The influence of the market orientation of the firm on sales force behavior and attitudes: Further empirical results, Intern. J. Of Research in Marketing 13, pp. 277-291.
  14. Nakip, Mahir (2003). Pazarlama Araştırmaları Teknikler ve (SPSS Destekli) Uygulamalar, Seçkin Yayıncılık, Ankara.
  15. Narver, J. C, and Slater, S. F. (1990). The Effect of A Market Orientation on Business Philosophy, Journal of Marketing, 54 ( October): 20-35.
  16. Odabaşı, Yavuz (1997). Satışta ve Pazarlamada Müşteri İlişkileri Yönetimi, Sistem Yayıncılık, İstanbul.
  17. Parasuraman, A., Berry, L. L., and Zeithaml, V. A. (1991). Refinement and Reassess