TOUR3008 Lecture Notes - Lecture 10: Organizational Culture, Customer Satisfaction, Starbucks
Document Summary
Tour3008 service management in tourism semester 1, 2018. Week 10 (topic 8): service profit chain and service culture lecture notes. Identifies how behaviours and attitudes can be improved through hiring practices, training programs, employee wellbeing, rewards, career paths, feedback systems. Important: employee satisfaction, commitment, corporate behaviour, quit intention, engagement. Orga(cid:374)isatio(cid:374)al (cid:272)ulture is the su(cid:373) of (cid:448)alues a(cid:374)d (cid:448)isio(cid:374) (cid:449)hi(cid:272)h ser(cid:448)e as (cid:858)glue(cid:859) to integrate the members of the organisation. Dynamic, social control system- how organisations do things. 3 levels of culture (schien, 1990: artefacts & behaviours: seen felt, heard (uniforms, espoused beliefs & values: slogan, vision, mission, assumptions: unspoken assumptions- respect, trust, privacy loyalty, opportunities etc. Strong culture- exist when staff respond to stimulus because of clear and non- ambiguous alignment or organisational values. Weak: little alignment with organisational values, so control must be through procedures & bureaucracy. Internal service quality- marketing, operations, management theory, hrm.
