Title :
Analysis on the Transmission Mode and Utility of Service Culture
Author :
Han, Huimin ; Tang, Qinglong ; Qi, Wei
Author_Institution :
Sch. of Manage., Univ. of Sci. & Technol. of China, Hefei, China
Abstract :
This paper explores the transmission mode of organization service culture, then puts forward that both employee satisfaction and customer satisfaction are key to the transmission of service culture from inside to outside of an organization. Service culture will impact on employee satisfaction and customer satisfaction, and at last effect organizational performance. Based on the point view, this paper builds a service culture transmission-utility mode to discuss the transmission and influence of service culture from inside to outside of an organization.
Keywords :
customer satisfaction; customer services; organisational aspects; personnel; customer satisfaction; employee satisfaction; organization service culture; service culture transmission-utility mode; transmission mode analysis; Conference management; Customer satisfaction; Economic indicators; Engineering management; Industrial engineering; Information analysis; Information management; Innovation management; Paper technology; Technology management; Service Culture; organization performance; transmission;
Conference_Titel :
Information Management, Innovation Management and Industrial Engineering, 2009 International Conference on
Conference_Location :
Xi´an
Print_ISBN :
978-0-7695-3876-1
DOI :
10.1109/ICIII.2009.394
