Effects of Organised Culture on Service Quality
R Murray, Student (MBA), United Kingdom, Member
Obviously 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 could be.
Service quality will be impacted when organisational culture does or does not support the employees to be the best that they can be and does or does not create an atmosphere of positivity.
Remember service quality starts and finishes with individuals and how they deal with clients. That's why in my opinion quality management has to be driven by the organisational culture.