Microsoft Word 2007 ichrie conference Proceedings Final-Final 06-06-07. doc

Service Climate Factor Analysis (as revised from SERV*OR) 
Attribute
 
Item
 
Loading
 
Cronbach’s 
alpha
 
Factor 
variance
 
Service
Systems
Customer information is shared with employees 
Internal standards are communicated & understood by all 
Follow-up calls are regularly provided to customers
We use problem solving groups to rectify service problems 
We have explicit complaint-handling systems
.621 
.591 
.572 
.551 
.514
.911
.490
Customer-
centricity
Employees go out of their way for customers 
Employees go out of their way to prevent problems 
We head off problems rather than react to them 
Employees provide “first rate” care for customers 
Employees are noticeably more friendly here 
Employees actively listen to customers 
Decisions are made close to the customer
.820 
.804 
.756 
.684 
.596 
.573 
.534
.918 
.556
Service 
Leadership
Management constantly gives of themselves 
Management provides service quality leadership 
Management constantly measures service quality 
Management provides necessary resources for service
.915 
.798 
.770 
.756
.940
.595
Service 
Technology
We use technology to support front-line staff 
We use state-of-the-art technology
We use technology to help improve services
.908 
.889 
.872
.934
.626
Service
Training
We use training simulation to improve service quality 
We use exercises to improve attitudes toward customers 
Employees received personal skills training 
.850 
.826 
.809
.930
.648