Purpose – The paper seeks to evaluate the state of organizational service orientation in service industry in Poland; also to examine the influence of service orientation on key service performance, especially on the quality of service. Employing a cross‐sector approach, it aims to assess the...

Service quality measurement methods are mostly focused on customer perception. There is a lack of method, combining organisational quality with perceived customer quality. This study proposes a measurement concept focusing equally on both of the above-mentioned factors. For validating this...