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Multi-item models for evaluating managerial and organizational resources in service firms

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  • Sonia Cruz-Ros

Abstract

Services are the primary source of wealth in almost every nation around the world. Domestic competitiveness increasingly depends on the health of its service firms. Then understanding the source of competitive advantage for the case of service industry is a challenge that cannot be deferred. Resource-Based View literature gives sound evidences that intangible assets like managerial and organizational resources are the primary source of competitive advantage, especially in the service industry. However, the development of managerial tools for measuring and managing these resources remains as an open gap. In the last few years, some academic work has been devoted to develop intangible assets measurement devices. Nevertheless, these scales are either oriented towards manufacturing industry or do not take specifically into account the distinctive features of service delivery. This study replies the multi-item model proposed by Camisón (Manag Res 3(1):27–48, 2004 ) over a sample of 152 medium and large services companies. We have taken different tests to demonstrate validity and reliability of the scales. Results show that these scales may also be suitable for being used in all the types of service companies. However, some partial modifications should be done in order to give more relevance to soft managerial competences and to organizational human capital. Copyright Springer-Verlag 2009

Suggested Citation

  • Sonia Cruz-Ros, 2009. "Multi-item models for evaluating managerial and organizational resources in service firms," Service Business, Springer;Pan-Pacific Business Association, vol. 3(3), pages 229-257, September.
    • Handle: RePEc:spr:svcbiz:v:3:y:2009:i:3:p:229-257
    DOI: 10.1007/s11628-008-0058-y
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    1. Juan Pineiro-Chousa & Marcos Vizcaíno-González & Samuel Ribeiro-Navarrete, 2019. "Using voting decisions to identify shocks in the financial services industry," Service Business, Springer;Pan-Pacific Business Association, vol. 13(2), pages 419-431, June.
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    3. Soong Chung & Doo Jung & Seong Yoon & DonHee Lee, 2010. "A dynamic forecasting model for nursing manpower requirements in the medical service industry," Service Business, Springer;Pan-Pacific Business Association, vol. 4(3), pages 225-236, December.
    4. Edward Ku, 2014. "Putting forth marketing competencies strength with collaborating partners in the hotel industry," Service Business, Springer;Pan-Pacific Business Association, vol. 8(4), pages 679-697, December.
    5. Ayşe Banu Elmadağ & Alexander E. Ellinger, 2018. "Alleviating job stress to improve service employee work affect: the influence of rewarding," Service Business, Springer;Pan-Pacific Business Association, vol. 12(1), pages 121-141, March.

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