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

Volume

3

fYear

2009

fDate

26-27 Dec. 2009

Firstpage

353

Lastpage

357

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;

fLanguage

English

Publisher

ieee

Conference_Titel

Information Management, Innovation Management and Industrial Engineering, 2009 International Conference on

Conference_Location

Xi´an

Print_ISBN

978-0-7695-3876-1

Type

conf

DOI

10.1109/ICIII.2009.394

Filename

5369182