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

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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.

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Authors and Affiliations

  1. Department of Business Administration, Faculty of Economy, University of Valencia, Valencia, Spain

    Sonia Cruz-Ros

  2. Edificio Departamental Oriental, University of Valencia, Avda. dels Tarongers, s/n, 46022, Valencia, Spain

    Sonia Cruz-Ros

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  1. Sonia Cruz-Ros
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Correspondence to Sonia Cruz-Ros.

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This study was carried out as part of research project (reference GV2007-075) which has been subsidized by the “Valencian Government Programme Scientific Research and Technological Development Projects”.

Appendix

Appendix

Table 11 Instrument for measuring managerial resources
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Table 12 Instrument for measuring organizational resources
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Cruz-Ros, S. Multi-item models for evaluating managerial and organizational resources in service firms. Serv Bus 3, 229–257 (2009). https://doi.org/10.1007/s11628-008-0058-y

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