The nature of corporate culture within a service delivery environment

Wilson, Alan (1997) The nature of corporate culture within a service delivery environment. International Journal of Service Industry Management, 8 (1). pp. 87-102. ISSN 0956-4233 (

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Examines the nature of corporate culture in a service delivery environment. In particular, attempts to examine the level of consensus that exists with regard to the norms, values and behaviour of service personnel. The research included a programme of quantitative research within one retail bank, involving the completion of a questionnaire by 268 branch staff in 48 bank branches. The research found no evidence to suggest that corporate values and attitudes are shared by all of the service personnel in an organization. Instead there is a mix of company-wide consensus on some issues and subcultural consensus on others. Therefore cultural consensus can occur at a corporate level, at a service team level or at a hierarchical level within an organization.


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