BUS-Z - Business BUS-Z 302 Lecture Notes - Lecture 7: Organizational Culture, Customer Service
23 Aug 2016
School
Department
Professor
Document Summary
Organizational culture the shared social knowledge about rules, norms, and values that shapes employees" attitudes and behaviors. Ex: company"s logo: physical structures including building and office designs. Language jargon, slang, and slogans: stories anecdotes, accounts, legends, and myths that are passed down within an organization. Ex: gatekeepers: rituals daily or weekly planned routines, ceremonies formal events, generally performed in front of an audience of organizational members, espoused values are the beliefs, philosophies, and norms that a company explicitly states. Culture strength exists when employees definitively agree about the way things are supposed to happen within the organization (high consensus) and when their subsequent behaviors are consistent with those expectations (high intensity): subculture unite a smaller subset of employees. May develop if a strong leader in one area of the company creates different norms and values. Different divisions in a company often act independently and create their own cultures: countercultures subcultures with values that do not match those of the organization.
