search query: @author Carraher, S. / total: 2
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| Author: | Carraher, S. |
| Title: | Validation of an instrument to measure service-orientation |
| Journal: | Journal of Quality Management
1998 : VOL. 3:2, p. 211-224 |
| Index terms: | SERVICE QUALITY MANAGEMENT |
| Language: | eng |
| Abstract: | Hogan, Hogan, and Busch (1984: 167) define service-orientation as "the disposition to be helpful, thoughtful, considerate, and cooperative." To measure this construct they developed the Service Orientation Index (SOI) an 87-item true-false questionnaire. The purpose of the present study was to test whether or not a biodata inventory could also be used to measure the service-orientation construct. Subjects were given the inventory in order to predict their service-oriented performance in a simulated customer interaction. |
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