Service Orientation in Transitional Economies - Analysis of Critical Service Factors in two Slowenian Banks Compared to the USA

Samo Bobek; Monty L. Lynn; Richard S. Lytle

doi:10.5771/0949-6181-1998-4-319

Inhalt
- Kapitel Ausklappen | EinklappenAutorenSeiten
- I–IV Titelei/Inhaltsverzeichnis I–IV
- 317–318 Editorial Graham Hollinshead Graham Hollinshead 317–318
- 319–371 Articles 319–371
  - 319–338 Service Orientation in Transitional Economies - Analysis of Critical Service Factors in two Slowenian Banks Compared to the USA Samo Bobek, Monty L. Lynn, Richard S. Lytle Samo Bobek, Monty L. Lynn, Richard S. Lytle 319–338
  - 339–354 Evolving Management Practices in the Czech Republic: Restructuring and Market Orientation Ronald Savitt Ronald Savitt 339–354
  - 355–371 Privatisation Method Effects on Performance and Market Orientation of Central/Eastern European Companies Tony Cox, Graham Hooley, John Fahy, József Berács, Krzysztof Fonfara, Boris Snoj Tony Cox, Graham Hooley, John Fahy, József Berács, Krzysztof Fonfara, Boris Snoj 355–371
- 372–382 Forum 372–382
  - 372–376 Open Issues at the Conclusion of Privatization (Corporate Ownership Restructuring) in Slovenia Jure Kovač Jure Kovač 372–376
  - 377–379 Open Issues at the Conclusion of Privatization (Corporate Ownership Restructuring) in Slovenia - Comment and Views Danijel Pucko Danijel Pucko 377–379
  - 380–382 Slovenian firms after privatisation: is there a transformational leadership? Bruno Grancelli Bruno Grancelli 380–382
- 383–390 Book Reviews 383–390
- 391–394 News / Information 391–394
- 395–400 Column 395–400
  - Management in Bulgarien - ein Blick vor Ort Z. Kumanov Z. Kumanov
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JEEMS Journal of East European Management Studies , Seite 319 - 338

Service Orientation in Transitional Economies - Analysis of Critical Service Factors in two Slowenian Banks Compared to the USA

Autoren

Samo Bobek Monty L. Lynn Richard S. Lytle

DOI
- doi.org/10.5771/0949-6181-1998-4-319
- ISSN print: 0949-6181
- ISSN online: 1862-0019
Abstract

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.
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