Validation of An Instrument to Measure Service-Orientation  

Oleh:

Buckley, M. Ronald ; Schoenfeldt, Lyle F. ; Carraher, Shawn M. ; Carraher, Charles E. ; Mendoza, Jorge L.

Jenis: Article from Bulletin/Magazine
Dalam koleksi: Journal of Quality Management vol. 3 no. 2 (1998), page 211-224.
Topik: INSTRUMENT ANALYSIS; validation; instrument; measure - service; orientation

Ketersediaan

Perpustakaan Pusat (Semanggi) Nomor Panggil: JJ55.1 Non-tandon: 1 (dapat dipinjam: 0) Tandon: tidak ada

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Isi artikel

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. The service - orientation ratings were consistently highly correlated with three topical scales : “the need to make a good impression”, "sociability,” and “helpfulness.” The correlations of these scales with service - orientation were as high or higher than those generally obtained with the SOI ; and thus, it was concluded that service - orientation may effectively be measured by biodata.

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