Purpose – The purpose of this paper is to replicate and refine Parasuraman's 36‐item technology readiness index (TRI) across contexts and cultures to enhance its applicability and generalizability for both researchers and practitioners. Design/methodology/approach – Based on psychometric...

Zusammenfassung Der Wettkampf auf dem touristischen Markt wird immer härter, sodass Mitarbeiter und besonders deren soft skills zum entscheidenden Faktor für die Gästezufriedenheit werden. Was verlangt dieser Anspruch von den Mitarbeitern, wie gehen diese mit den Anforderungen um und was...

Purpose Extending the service business in manufacturing firms has received significant attention in recent research. As it has been acknowledged by many authors, developing a service orientation can offer additional benefit potential. However, achieving profit with a competitive strategy depends...

Purpose – This paper coins the construct of Service Orientation (SO) and empirically develops its measurement in the context of business‐to‐business (B2B) e‐commerce. SO is operationally defined as the business' overall propensity for delivering service excellence. The purpose of this...

Purpose – This paper seeks to examine the relevance of some existing Western motivation and job design theories in explaining employees' service performance, termed service orientation in delivery, in a developing country context. Design/methodology/approach – The satisfaction‐performance...

Purpose – This purpose of this study is to deconstruct market orientation to explore how culture interrelates with conduct and value-creating innovation and its effect on performance. The authors suggest that market orientation is an organizational identity that can be built and managed for...

Purpose – The present study is specifically designed to accomplish two objectives: to validate the SERV*OR scale in an emerging oriental market; and to test empirically the effect of service orientation on front-line employees ' service performance in various service skill areas....

Purpose – The aim of this paper is to explore the relationship between leadership, employee engagement and service orientation, specific to the private service sector organizations in India. The paper also explores the ability of leadership style and engagement to predict service orientation...

Purpose The purpose of this paper is to explore the roles of leadership style and employee engagement (EE) as drivers of service orientation (SO). The competing models approach used in this study examines three models of influence on SO. The first model evaluates the influence of leadership on...