Service cultures differ from organization to organization. Culture includes values, beliefs, norms, rituals, etc. Any policy, procedure, action or inaction on the part of an organization and its employees contribute to service culture. Employees can play key roles in communicating a company's culture to its customers. Examples include: employee dress code, interactions with customers, service provider's knowledge, skill, and attitude.
Companies develop vastly different service cultures depending on their industry, product, size, business model, etc. The culture is usually set and communicated by top executives.
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