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SERV∗OR: A managerial measure of organizational service-orientation

1998399 citationsJournal Article

Authors

Richard S. Lytle · Abilene Christian University

Peter W. Hom · Arizona State University

Michael P. Mokwa · Arizona State University

Topics & Keywords

Customer Service Quality and Loyalty Service and Product Innovation Job Satisfaction and Organizational Behavior

UN Sustainable Development Goals

Industry, innovation and infrastructure

Publication Details

Published in: Journal of Retailing

Volume 74, Issue 4, pp. 455-489

DOI: 10.1016/s0022-4359(99)80104-3

Field-Weighted Citation Impact: 4.18

SERV∗OR: A managerial measure of organizational service-orientation | Researchclopedia