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

Service climate 
In this study, the SERV*OR instrument developed by Lytle et al. (1998) was utilized to measure service 
climate. SERV*OR was chosen for a number of reasons. First, it is one of the most recent service climate scales 
comprehensively developed and validated through a fully detailed research program that included focus group 
interviews, multiple rounds of pretesting, multisampling assessment and multi-industry replication. Another benefit 
of SERV*OR is that the items purport to measure 10 dimensions, thus the analysis can be facilitated by assessing 
various aspects of a service climate rather than a global service climate scale. Finally, Lytle et al. (1998) challenged 
researchers to examine the scale in different international settings. 

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