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SCALE DEVELOPMENT OF ORGANIZATIONAL SERVICE ORIENTATION OF MANUFACTURING COMPANIES BASED ON THE RESOURCE-BASED VIEW OF THE FIRM
Abstract
Service orientation is now becoming an important factor favorable to manufacturers competitiveness. The focus in organizational service orientation is in the whole organization-wide inherent ability to create and to deliver excellent services. It is required changes in structures and capabilities. Prior research has sought to identify service-related capabilities of manufacturers through explorative research. Although extant research on organizational service orientation, servitization and hybrid offerings has suggested various capability categorizations, there is a paucity of broader, confirmatory sample-based empirical studies. It is also unclear how these capabilities should be measured. To address this issues, the purpose of this study is to operationalize and develop a measurement scale of organizational service orientation that is consistent with a grounding in the resource-based view of the firm. The study adopts a three-stage process of scale development, including qualitative and quantitative research. The author conducted an empirical survey of 167 manufactures in Poland, included seven manufacturing industries. In summary, the empirical research suggests that organizational service orientation measurement model as reliable and valid. Nomological validity of construct is also supported through regression model with company performance as the dependent variable.
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