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,...
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| Main Authors: | , , |
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| Format: | Book Chapter |
| Jezik: | English |
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| Sorodne knjige/članki: | Vsebovano v:
Journal for East European management studies |
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| LEADER | 01445naa a2200193 ib4500 | ||
|---|---|---|---|
| 001 | 4309532 | ||
| 003 | SI-MaCOB | ||
| 005 | 20020604000000.0 | ||
| 008 | 981208s1998 gw |||||||||||||| ||eng c | ||
| 040 | |a EPF |b slv |c SI-MaIIZ |d EPF |e ppiak | ||
| 080 | |a 338.4 | ||
| 100 | 1 | |a Bobek, Samo. |4 aut | |
| 245 | 0 | 0 | |a Service orientation in transitional economies : |b analysis of critical service factors in two Slowenian [!] banks compared to the USA / |c Samo Bobek, Monty L. Lynn, Richard S. Lytle. |
| 300 | |a str. 319-338. | ||
| 520 | |a 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. | ||
| 653 | 0 | |a storitve |a bančništvo |a banke |a bančno poslovanje |a ekonomija |a tranzicija |a Slovenija |a ZDA | |
| 700 | 1 | 2 | |a Lynn, Monty L. |4 aut |
| 700 | 1 | 2 | |a Lytle, Richard S. |4 aut |
| 773 | 0 | |t Journal for East European management studies |d Chemnitz : JEEMS : Rainer Hampp, 1996- |x 0949-6181 |g 3, št. 4 (1998), str. 319-338 | |