Overview of the measures
| Items | |
|---|---|
| Ambidexterity Fernhaber and Patel (2012) | During the past 3 years my division has focused on |
| Exploitation | Improving quality |
| Continuously improving the reliability of services | |
| Increasing the levels of automation in its operations | |
| Constantly surveying existing customer’s satisfaction | |
| Fine-tuning what it offers to keep the current customers satisfied | |
| Penetrating more deeply into the existing customer base | |
| Improving lower cost | |
| Exploration | Looking for novel ideas by thinking outside the box |
| The ability to explore novel technologies | |
| Creating services that are innovative to the organization | |
| Looking for creative ways to satisfy the needs of customers | |
| Aggressively venturing into new market segments | |
| Actively targeting new customer groups | |
| Red tape Van Loon (2016, 2017) | The rules with which I must comply in my work |
| Lack of functionality | Have a clear function for my job activities (rev) |
| Contribute to the goal of my job activities (rev) | |
| Help me do my job well (rev) | |
| Serve a useful goal (rev) | |
| Compliance burden | Cause much pressure at work |
| Take a lot of time to comply with | |
| Cause much delay | |
| Cause a lot of frustration | |
| PSM Perry and Hondeghem (2008) | I unselfishly contribute to my community |
| Meaningful public service is very important to me | |
| I consider public service my civic duty | |
| I seldom think about the welfare of people whom I don’t know personally (rev) | |
| I have little compassion for people in need who are unwilling to take the first step to help themselves (rev) | |
| Most social programs are too vital to do without It is difficult for me to contain my feelings when I see people in distress | |
| Much of what I do is for a cause bigger than myself | |
| I am one of those rare people who would risk personal loss to help someone else | |
| Making a difference in society means more to me than personal achievements | |
| I think people should give back to society more than they get from it |
| Items | |
|---|---|
| Ambidexterity | |
| Exploitation | Improving quality |
| Continuously improving the reliability of services | |
| Increasing the levels of automation in its operations | |
| Constantly surveying existing customer’s satisfaction | |
| Fine-tuning what it offers to keep the current customers satisfied | |
| Penetrating more deeply into the existing customer base | |
| Improving lower cost | |
| Exploration | Looking for novel ideas by thinking outside the box |
| The ability to explore novel technologies | |
| Creating services that are innovative to the organization | |
| Looking for creative ways to satisfy the needs of customers | |
| Aggressively venturing into new market segments | |
| Actively targeting new customer groups | |
| Red tape | |
| Lack of functionality | Have a clear function for my job activities (rev) |
| Contribute to the goal of my job activities (rev) | |
| Help me do my job well (rev) | |
| Serve a useful goal (rev) | |
| Compliance burden | Cause much pressure at work |
| Take a lot of time to comply with | |
| Cause much delay | |
| Cause a lot of frustration | |
| PSM | I unselfishly contribute to my community |
| Meaningful public service is very important to me | |
| I consider public service my civic duty | |
| I seldom think about the welfare of people whom I don’t know personally (rev) | |
| I have little compassion for people in need who are unwilling to take the first step to help themselves (rev) | |
| Most social programs are too vital to do without It is difficult for me to contain my feelings when I see people in distress | |
| Much of what I do is for a cause bigger than myself | |
| I am one of those rare people who would risk personal loss to help someone else | |
| Making a difference in society means more to me than personal achievements | |
| I think people should give back to society more than they get from it |
Note(s): All items were measured on a five-point validated Likert scale (1 = strongly/totally disagree; 5 = strongly/totally agree)
Source(s): Table created by authors
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