Organizational culture in the service industries : developing a diagnostic tool

Author

Karen S. Sanborn

Date of Award

12-1997

Degree Type

Dissertation

Degree Name

Doctor of Philosophy

Major

Human Ecology

Major Professor

Jacky DeJonge

Committee Members

Jim Moran, Nancy Fair, H. Dudley Dewhirst

Abstract

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.

Recommended Citation

Sanborn, Karen S., "Organizational culture in the service industries : developing a diagnostic tool. " PhD diss., University of Tennessee, 1997.
https://trace.tennessee.edu/utk_graddiss/9621