Effects of Organised Culture on Service Quality
R Murray, Member
If the culture of the organisation isn't aligned via the strategy and leadership to support service quality then the customer's experience is not going to be as good as it should be.
Service quality will be impacted when organisational culture does or does not support its teams to be the best that they can be and create an atmosphere of positivity.
Service quality starts and finishes with individuals and how they deal with clients, this has to be driven via the organisational culture in my opinion.