Construct items
| Constructs and corresponding items | FL SO | FL SS |
|---|---|---|
| Technology foresight (CA = 0.90/0.88; CR = 0.91/0.88; AVE = 0.71/0.65; adapted from Bortolotti et al. (2015), Naor et al. (2010)) | ||
| We always … | ||
| Aim to be on the leading edge of new technology for service operations. (SS: … of selling new technology) | 0.75 | 0.77 |
| Plan ahead, in order to develop technical skills for the future. (SS: … technical skills to sell services) | 0.80 | 0.77 |
| Think of the next generation of technology. (SS: … technology to sell) | 0.91 | 0.82 |
| Make an effort to predict the potential of new technology. (SS: … sales potential of new technology) | 0.91 | 0.87 |
| Customer focus (CA = 0.85/0.75; CR = 0.85/0.75; AVE = 0.66/0.50; based on Donavan et al. (2004), Ulaga and Reinartz (2011)) | ||
| We always … | ||
| Actively help our customers achieve performance improvements | 0.84 | 0.68 |
| Have the necessary understanding of each customer’s specific needs | 0.81 | 0.78 |
| Have close dialogue with our customers | 0.78 | 0.65 |
| Adaptability (CA = 0.85/0.85; CR = 0.86/0.86; AVE = 0.68/0.67; adapted from Fey and Denison (2003)) | ||
| We always … | ||
| Respond well to competitors’ actions | 0.85 | 0.80 |
| Respond well to changes in the market | 0.89 | 0.87 |
| Adopt new ways to do work | 0.72 | 0.79 |
| Agility (CA = 0.80/0.75; CR = 0.79/0.76; AVE = 0.56/0.51; based on Kalaignanam et al. (2021), Homburg et al. (2020)) | ||
| We always … | ||
| Have the ability to quickly change priorities | 0.73 | 0.71 |
| Easily make decisions when dealing with customers | 0.76 | 0.73 |
| Quickly deal with unhappy customers | 0.76 | 0.69 |
| Problem-solving (CA = 0.84/0.79; CR = 0.84/0.79; AVE = 0.56/0.50; based on van der Heijden et al. (2013)) | ||
| We always … | ||
| Respond quickly to customer problems | 0.70 | 0.73 |
| Solve a lot of problems on the spot | 0.72 | 0.63 |
| Solve the problems together to find a solution (“brainstorming”) | 0.75 | 0.69 |
| Find new ways of solving problems (“thinking outside the box”) | 0.82 | 0.74 |
| Rule-bending (CA = 0.88/0.91; CR = 0.88/0.92; AVE = 0.71/0.78; adapted from King and Garey (1997)) | ||
| We often have to go around internal guidelines/procedures in order to … | ||
| Carry out our service operations. (SS: … our sales activities) | 0.81 | 0.94 |
| Meet management’s expectations | 0.84 | 0.85 |
| Meet customers’ expectations | 0.88 | 0.86 |
| Digital service orientation (CA = 0.86/0.83; CR = 0.86/0.83; AVE = 0.61/0.56; adapted from Gebauer et al. (2010)) | ||
| We see great potential in Remote services. (SS: … in selling Remote services) | 0.73 | 0.71 |
| Management is actively promoting our Remote services. (SS: … us to sell Remote services) | 0.78 | 0.77 |
| We want to grow our Remote services business | 0.84 | 0.81 |
| We look forward to implement the latest connectivity technology. (SS: … sell the latest connectivity technology) | 0.78 | 0.69 |
| Constructs and corresponding items | FL SO | FL SS |
|---|---|---|
| Aim to be on the leading edge of new technology for service operations. (SS: … of selling new technology) | 0.75 | 0.77 |
| Plan ahead, in order to develop technical skills for the future. (SS: … technical skills to sell services) | 0.80 | 0.77 |
| Think of the next generation of technology. (SS: … technology to sell) | 0.91 | 0.82 |
| Make an effort to predict the potential of new technology. (SS: … sales potential of new technology) | 0.91 | 0.87 |
| Actively help our customers achieve performance improvements | 0.84 | 0.68 |
| Have the necessary understanding of each customer’s specific needs | 0.81 | 0.78 |
| Have close dialogue with our customers | 0.78 | 0.65 |
| Respond well to competitors’ actions | 0.85 | 0.80 |
| Respond well to changes in the market | 0.89 | 0.87 |
| Adopt new ways to do work | 0.72 | 0.79 |
| Have the ability to quickly change priorities | 0.73 | 0.71 |
| Easily make decisions when dealing with customers | 0.76 | 0.73 |
| Quickly deal with unhappy customers | 0.76 | 0.69 |
| Respond quickly to customer problems | 0.70 | 0.73 |
| Solve a lot of problems on the spot | 0.72 | 0.63 |
| Solve the problems together to find a solution (“brainstorming”) | 0.75 | 0.69 |
| Find new ways of solving problems (“thinking outside the box”) | 0.82 | 0.74 |
| Carry out our service operations. (SS: … our sales activities) | 0.81 | 0.94 |
| Meet management’s expectations | 0.84 | 0.85 |
| Meet customers’ expectations | 0.88 | 0.86 |
| We see great potential in Remote services. (SS: … in selling Remote services) | 0.73 | 0.71 |
| Management is actively promoting our Remote services. (SS: … us to sell Remote services) | 0.78 | 0.77 |
| We want to grow our Remote services business | 0.84 | 0.81 |
| We look forward to implement the latest connectivity technology. (SS: … sell the latest connectivity technology) | 0.78 | 0.69 |
Note(s): FL = factor loading (standardized); SO = service operations; SS = service sales; CA = Cronbach’s alpha; CR = composite reliability; AVE = average variance extracted. Service operations’ values appear before the slash (/), service sales’ values appear after it. All items were assessed on five-point Likert scales (1 = “strongly disagree,” 5 = “strongly agree”). All factor loadings are significant
Source(s): Created by the authors