Organisational Culture, Politics and Ideology: Understanding Customer Care

1992 ◽  
Vol 15 (5/6) ◽  
pp. 33-34
Author(s):  
Eric Harrison ◽  
Mick Marchington
Keyword(s):  
Organisational Culture ◽  
Customer Care

scholarly journals Factors Influencing A Customer-Service Culture In A Higher Education Environment

2004 ◽  
Vol 2 (2) ◽  
Author(s):  
Jacques Liebenberg ◽  
Neil Barnes
Keyword(s):  
Higher Education ◽  
Job Satisfaction ◽  
Customer Service ◽  
Organisational Culture ◽  
Learner Satisfaction ◽  
Staff Members ◽  
Education Environment ◽  
Customer Care ◽  
The Relationship

The higher education environment is experiencing significant changes, and the focus is moving to competitiveness and customer care. The role of organisational culture and job satisfaction in the delivery of quality customer service was investigated in this study. The indications are that a relationship should exist between organisational culture and learner satisfaction, but it transpired that the relationship between staff members’ job satisfaction and learner satisfaction was not significant. An evaluation of a proposed learner-satisfaction model revealed interesting dynamics influencing relationships between the core dimensions studied. OpsommingDie hoëronderwysomgewing is besig om betekenisvol te verander, en die fokus is besig om na mededingendheid en kliëntesorg te verskuif. Die rol van organisasiekultuur en werksbevrediging in die lewering van hoëgehaltekliëntediens is in hierdie studie ondersoek. Daar is aanduidings dat daar ’n verband tussen organisasiekultuur en leerdertevredenheid is, maar dit het geblyk dat daar nie ’n betekenisvolle verband tussen werksbevrediging en leerdertevredenheid is nie. ’n Evaluering van ’n voorgestelde leerdertevredenheidsmodel het interessante dinamika wat die verhouding tussen die kerndimensies van die studie beïnvloed, aan die lig gebring.

Organisational culture of customer care: market orientation and service quality

2007 ◽  
Vol 3 (2) ◽  
pp. 137 ◽  
Author(s):  
Kenneth W. Green ◽  
Subrata Chakrabarty ◽  
Dwayne Whitten
Keyword(s):  
Service Quality ◽  
Market Orientation ◽  
Organisational Culture ◽  
Customer Care

BANKACILIKTA MÜŞTERİ İLİŞKİLERİ YÖNETİMİNİN MÜŞTERİ SADAKATİNE ETKİSİ

2015 ◽  
Vol 3 (1) ◽  
Author(s):  
Fikret GÜMÜŞBUĞA
Keyword(s):  
Customer Loyalty ◽  
Random Sampling ◽  
Management System ◽  
Care Management ◽  
Sampling Method ◽  
Simple Random Sampling ◽  
Face To Face ◽  
Descriptive Research ◽  
Customer Care ◽  
Research Type

This study mainly focuses on customer care management and customer loyalty. Even though there are many experiential studies about customer care management and customer loyalty system, the lack of studies on customers in Karabük and Safranbolu locally, has leaded to focus on this study. Thus, this study mainly focuses on the influence of customer care treatments of banks in Karabük and Safranbolu on customer loyalty. Descriptive research type was used in the study. In this study simple random sampling method was used which is one of the probability sampling method, face to face surwey to all 726 participants was used for the study. As the result of the experiential study, the attendance and influence of customer care management and loyalty systems have been comparatively low, but it has been figured out that customer care management system influences customer loyalty level.

Organisational Culture Dimensions And Employee Performance In Nigerian Fast Food Restaurants

GIS Business ◽  
2020 ◽  
Vol 14 (6) ◽  
pp. 1070-1096
Author(s):  
Friday Ogbu Edeh ◽  
Joy Nonyelum Ugwu ◽  
Isaac Monday Ikpor ◽  
Anthony Chukwuma Nwali ◽  
Chimeziem C. Gabriela Udeze
Keyword(s):  
Fast Food ◽  
Employee Performance ◽  
Simple Random Sampling ◽  
Organisational Culture ◽  
Cross Sectional Survey ◽  
Cross Sectional ◽  
Market Culture ◽  
Culture Dimensions ◽  
Clan Culture ◽  
Fast Food Restaurants

This study investigates the effect of organisational culture dimensions on employee performance in Nigerian fast food restaurants using cross-sectional survey. Forty fast food restaurants were selected using simple random sampling. Nine hundred and twenty five employees were surveyed. Sample size of two hundred and seventy two was ascertained with Krejcie and Morgan. Method for data collection is questionnaire. Two hundred and thirty nine copies of questionnaire were retrieved out of two hundred and seventy two copies administered. Simple linear regression was used to analyse the hypotheses with the aid of IBM SPSS 20.0. This study found that organisational culture dimensions predicted with clan culture and market culture has a positive significant effect on employee performance. It concludes that organisational culture dimensions measured in terms of clan culture and market culture engenders employee performance through effectiveness and efficiency. One of the practical implications is that Nigerian fast food restaurant practitioners should clearly define their clan culture for newcomers to imbibe to enable them increase their performance.  

Structural Mediation Model of Information System and Sustainable Performance of UAE Manufacturing Sector

2020 ◽  
Vol 11 (2) ◽  
Author(s):  
Mohamed Ahmed Darwish Abdulla Larii ◽  
◽  
Fatma Ahmed Lari ◽  
Mohamed Ahmed Darwish Abdulla Lari ◽  
◽  
...  
Keyword(s):  
Information System ◽  
Manufacturing Sector ◽  
Organisational Culture ◽  
The Body ◽  
Mediating Effect ◽  
Operational Performance ◽  
Manufacturing Companies ◽  
Mediation Model ◽  
Sustainable Performance ◽  
The Relationship

This study intends to find out the mediating effect of organisational culture on the relationship between information system and sustainable performance of manufacturing sector in UAE. This study used AMOS-SEM software to develop mediation model that linking the mediating relationships between Information System, Organisational Culture and Sustainable operation Performance. Data was collected through questionnaire survey among the operation staff of Abu Dhabi manufacturing companies. A total 250 questionnaires were distributed however 205 were returned and only 200 are valid which indicates a response rate of 80%. The analysis found that TPS has positive but not significant effect to SP; OIS has positive but not significant effect to SP; FMW has a positive and significant effect on SP; SDS has a negative and not significant effect to SP and SP has positive but not significant effect OC. For the path relationship between the four exogenous variables (TPS, OIS, SDS, and FMW) and the mediator variable (OC), the results are TPS has positive and significant effect to OC; OIS has positive but not significant effect to OC; FMW has positive and significant effect to OC and SDS has positive and not significant effect to OC. Collectively, the five exogenous constructs (TPS, OIS, SDS, FMW and OC) explained 89% variation in operational performance and 86% of the variation in organisational culture. However, for a mediator, it was found that OC has no significant mediating effect on the relationship between TPS and SP; OC has no significant mediating effect on the relationship between OIS and SP; OC has no significant mediating effect on the relationship between SDS and SP and OC has no significant mediating effect on the relationship between FMW and SP. it can be concluded that there is a positive relationship between information system dimensions and operational performance. However organizational culture has no contributing any mediating effect to the relationship. These findings have contributed to the body of knowledge and could be shared among the UAE manufacturing practitioners.

Electronic Customer Care

1999 ◽  
Author(s):  
Andreas Muther
Keyword(s):  
Customer Care

THE IMPACT OF CUSTOMER SERVICE OF MEXICAN COMPANIES BASED ON CUSTOMER CARE

ATLAS JOURNAL ◽  
2018 ◽  
Vol 4 (8) ◽  
pp. 200-214
Author(s):  
Jose G. VARGAS HERNANDEZ
Keyword(s):  
Customer Service ◽  
Customer Care ◽  
The Impact
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