Organizational culture in the service industries : developing a diagnostic tool

Examining customer service systems and values can be helpful in promoting service quality culture. By comparing the perceptions of different levels of organizations, companies can determine if their corporate cultures are filtering to all levels. Continual evaluation can predict cultural trends and allow for corrective action. To assist in the examination, a model of corporate culture was discussed. Two service organizations participated in the development of a tool to examine customer service issues within culture.