Service orientation in transitional economies: Analysis of critical service factors in two Slowenian banks compared to the USA
Service quality, and the service-oriented practices that create that quality, have been shown to yield competitive advantage to firms in developed and mature markets. The role that service-driven practices play in transitional economies, however, has not been tested. In this study, the SERVOR scale, a measure of organizational service-orientation, was analyzed from 105 employees in two Slovenian banks-one which is a newly established private bank and the other which is a large, older previous state-supported bank. Results indicate that the private bank is more service-oriented in its approach to the marketplace.
Year of publication: |
1998
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Authors: | Bobek, Samo ; Lynn, Monty L. ; Lytle, Richard S. |
Published in: |
Journal for East European Management Studies. - Mering : Rainer Hampp Verlag, ISSN 0949-6181. - Vol. 3.1998, 4, p. 319-338
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Publisher: |
Mering : Rainer Hampp Verlag |
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