Citation
(2001), "Service orientation in transitional markets: does it matter?", Measuring Business Excellence, Vol. 5 No. 1. https://doi.org/10.1108/mbe.2001.26705aaf.014
Publisher
:Emerald Group Publishing Limited
Copyright © 2001, MCB UP Limited
Service orientation in transitional markets: does it matter?
Service orientation in transitional markets: does it matter?
M.L. Lynn, R.S. Lytle and S. Bobek, European Journal of Marketing (UK), Vol. 34 No. 3/4, 2000
Uses the examination of one private and one public bank in Slovenia to assess the nature of organizational service orientation in a transitional economy and whether organizational service orientations differ between privatized and state-owned banks. Also assesses whether organizational service orientation is associated with financial performance in a transitional market. Notes the background to the Slovenian economy and banking environment and details the SERV*OR scale used to measure organizational service orientation. Finds the private bank to be much more service-oriented than the state-owned bank and looks at the issues of: reform of an existing organization, the definition of service, customer expectations, organizational support for a service orientation, and how banks can enhance service orientation.
Quality focus says: A theoretical article featuring insights from Slovenia.