A conceptual model of organizational culture and its implications in the service sector

Research output: Contribution to journalArticle

Abstract

The increasingly global competition in all productive sectors – including the service sector – has forced companies to adjust their organizational processes to incorporate a customer experience approach. This adjustment implies the need for modifications to certain internal organizational factors, such as organizational culture, values and beliefs, in order to survive. This research proposes that – besides other factors – organizational culture type and the level of customer orientation can account for a considerable portion of a company’s success or failure. Therefore, the objective
of this conceptual paper is to propose a model that determines which type of organizational culture (clan, hierarchical, adhocracy, or market) facilitates a greater degree of customer orientation. Specifically, this research proposes that
a market type of organizational culture will have greater customer orientation than the other classifications of organizational culture and that a higher degree of customer orientation fosters employee satisfaction, which can have a positive impact on customer satisfaction.
Original languageEnglish
Article number2
Pages (from-to)24-37
Number of pages14
JournalMultidisciplinary Business Review
Volume12
Issue number1
Publication statusPublished - 2019

Fingerprint

Conceptual model
Organizational culture
Service sector
Customer orientation
Customer experience
Organizational factors
Customer satisfaction
Global competition
Employee satisfaction
Factors
Organizational processes

Cite this

@article{10489b09b0ea47bf976902a7ca560794,
title = "A conceptual model of organizational culture and its implications in the service sector",
abstract = "The increasingly global competition in all productive sectors – including the service sector – has forced companies to adjust their organizational processes to incorporate a customer experience approach. This adjustment implies the need for modifications to certain internal organizational factors, such as organizational culture, values and beliefs, in order to survive. This research proposes that – besides other factors – organizational culture type and the level of customer orientation can account for a considerable portion of a company’s success or failure. Therefore, the objectiveof this conceptual paper is to propose a model that determines which type of organizational culture (clan, hierarchical, adhocracy, or market) facilitates a greater degree of customer orientation. Specifically, this research proposes thata market type of organizational culture will have greater customer orientation than the other classifications of organizational culture and that a higher degree of customer orientation fosters employee satisfaction, which can have a positive impact on customer satisfaction.",
author = "{Morton Rodr{\'i}guez}, {Flor Esthela} and {Trevi{\~n}o Benavides}, {Teresa Berenice} and Laura Zapata-Cant{\'u}",
year = "2019",
language = "English",
volume = "12",
pages = "24--37",
journal = "Multidisciplinary Business Review",
number = "1",

}

TY - JOUR

T1 - A conceptual model of organizational culture and its implications in the service sector

AU - Morton Rodríguez, Flor Esthela

AU - Treviño Benavides, Teresa Berenice

AU - Zapata-Cantú, Laura

PY - 2019

Y1 - 2019

N2 - The increasingly global competition in all productive sectors – including the service sector – has forced companies to adjust their organizational processes to incorporate a customer experience approach. This adjustment implies the need for modifications to certain internal organizational factors, such as organizational culture, values and beliefs, in order to survive. This research proposes that – besides other factors – organizational culture type and the level of customer orientation can account for a considerable portion of a company’s success or failure. Therefore, the objectiveof this conceptual paper is to propose a model that determines which type of organizational culture (clan, hierarchical, adhocracy, or market) facilitates a greater degree of customer orientation. Specifically, this research proposes thata market type of organizational culture will have greater customer orientation than the other classifications of organizational culture and that a higher degree of customer orientation fosters employee satisfaction, which can have a positive impact on customer satisfaction.

AB - The increasingly global competition in all productive sectors – including the service sector – has forced companies to adjust their organizational processes to incorporate a customer experience approach. This adjustment implies the need for modifications to certain internal organizational factors, such as organizational culture, values and beliefs, in order to survive. This research proposes that – besides other factors – organizational culture type and the level of customer orientation can account for a considerable portion of a company’s success or failure. Therefore, the objectiveof this conceptual paper is to propose a model that determines which type of organizational culture (clan, hierarchical, adhocracy, or market) facilitates a greater degree of customer orientation. Specifically, this research proposes thata market type of organizational culture will have greater customer orientation than the other classifications of organizational culture and that a higher degree of customer orientation fosters employee satisfaction, which can have a positive impact on customer satisfaction.

UR - http://www.asfae.cl/journalmbr/images/stories/MBR2019_1/art2.morton_trevio_zapata.pdf

M3 - Article

VL - 12

SP - 24

EP - 37

JO - Multidisciplinary Business Review

JF - Multidisciplinary Business Review

IS - 1

M1 - 2

ER -