The relationship between organization culture type and quality service in the retail store: A tale of two surveys

by Loughran, James W., Ph.D., CAPELLA UNIVERSITY, 2007, 91 pages; 3239341


Customer service is becoming a key competitive advantage. Organizational culture is the underpinning of the customs and routines shared by organizational members. The point of this quantitative research was to assist organizational leaders and scholars with tools that will help develop an organization culture that embraces outstanding customer service. This research study examined the relationship between organizational culture type and service-oriented behavior in the retail store industry. The organizational culture type was examined by considering a retail store that is nationally known for its service with one that is trying to improve its service performance. The research indicated that organizational culture type by itself might not be a clear predictor of service-oriented practices. However, the research does indicate that the degree and combinations of organizational culture types appears to be a predictor of service-oriented practices in the retail store industry.

AdviserKeith Grant
Source TypeDissertation
SubjectsMarketing; Management; Organizational behavior
Publication Number3239341

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