Customer satisfaction and corporate culture: A profile deviation analysis of a relationship marketing outcome

Conrad, Craig A.; Brown, Gene; Harmon, Harry A.

doi:10.1002/(sici)1520-6793(199710)14:7<663::aid-mar2>3.0.co;2-e

Cited by 41 publications

(27 citation statements)

References 18 publications

Supporting

Mentioning

Contrasting

Order By: Relevance

“…Recruiters in this type of organizational culture seek innovators (Ubius & Alas, 2009). Moreover, Conrad et al (1997) mentioned that the adhocracy cultures are the second most effective type of culture after the market culture.…”

Section: Organizational Culturementioning

confidence: 99%

The Demographics’ Effects on Organizational Culture, Organizational Citizenship Behavior and Job Satisfaction: Evidence from Egypt and Mexico

Badawy¹,

Trujillo-Reyes²,

Magdy³

2017

BMR

View full text Add to dashboard Cite

The aim of this study was to examine the effect of several demographic variables on organizational culture, organizational citizenship behavior and job satisfaction. This comparative study extracted two samples from Egypt (127 participants) and Mexico (116 participants). Participants answered a 7-point Likert scale questionnaire and SPSS software was used to analyze the data. Results showed no demographic effect on the three constructs. From Egypt, differences were only observed on the managerial level regarding the market organizational culture. Results also showed significant results from Mexico on the managerial level and job satisfaction, organizational citizenship behavior, and clan and adhocracy organizational cultures. Further implications and future research directions are provided.

show abstract

Section: Organizational Culturementioning

confidence: 99%

The Demographics’ Effects on Organizational Culture, Organizational Citizenship Behavior and Job Satisfaction: Evidence from Egypt and Mexico

Badawy¹,

Trujillo-Reyes²,

Magdy³

2017

BMR

View full text Add to dashboard Cite

show abstract

“…Innovators and risk takers are the main types of people who work efficiently in such culture because they know how to respond to new opportunities and changes in the market and they know how to produce new innovative products to satisfy the market changes Alas, 2008 and. In a comparison between the four types of cultures, Conrad, Brown and Harmon (1997) concluded that the adhocracy culture is the second most effective type after the market culture.…”

Section: Organizational Culturementioning

confidence: 99%

Exploring the Relationship between Organizational Culture, Job Satisfaction, and Organizational Citizenship Behaviour

Badawy

Kamel

Magdy

2016

ijhrs

View full text Add to dashboard Cite

This study examined the interaction between organizational culture, organizational citizenship behaviors and job satisfaction. While organizational culture plays an important role in affecting performance, other variables mediate and moderate the relationship. This study was based on a sample of 127 Egyptian participants undertaking an MBA course. Results showed positive significant correlations between four types of organizational culture, job satisfaction and citizenship behavior individually. Job satisfaction mediated the relationship between culture and citizenship behavior. However, the mediation effect was weak. Further discussion, implications and research limitations are provided.

show abstract

“…Second, not only will the effect of service culture be determined on business performance, but on customer satisfaction as well. Although one published study has investigated the linkage between organizational culture and satisfaction (Conrad et al 1997), the criterion was actually "attention to customer satisfaction" and not satisfaction, per se. Third, relative to past research (e.g., Appiah-Adu and Singh 1999; Gillespie et al 2008), the sample of the current study was drawn from a wider array of service industries, which enhances the extent to which generalizations can be made to service providers.…”

Section: Introductionmentioning

confidence: 99%

Exploring the national and organizational culture mix in service firms

Webster

White

2009

J. of the Acad. Mark. Sci.

View full text Add to dashboard Cite

Using representative samples of U.S. and Japanese retail service firms, this study explores whether one particular type of organizational culture is the best with respect to business outcomes (performance and customer satisfaction) or whether the optimum culture depends on the national context in which the firm is embedded. The findings suggest that there is a significant interaction effect of organizational culture with national culture on outcomes. Specifically, the relationships between the importance placed on the cultural values of stability, people orientation, and detail orientation and outcomes are significantly greater for Japanese than for U.S. service retailers. On the other hand, the relationships between the values of aggressiveness, innovation, and outcome orientation and outcomes are greater for U.S. retailers. Further, the findings show that firms whose cultures match those of their home countries exhibit lower levels of outcomes when they operate in other countries with different cultural values. Implications are given for how service retailers might be designed and managed for purposes of improving business outcomes.

show abstract

Customer satisfaction and corporate culture: A profile deviation analysis of a relationship marketing outcome

Cited by 41 publications

References 18 publications

The Demographics’ Effects on Organizational Culture, Organizational Citizenship Behavior and Job Satisfaction: Evidence from Egypt and Mexico

The Demographics’ Effects on Organizational Culture, Organizational Citizenship Behavior and Job Satisfaction: Evidence from Egypt and Mexico

Exploring the Relationship between Organizational Culture, Job Satisfaction, and Organizational Citizenship Behaviour

Exploring the national and organizational culture mix in service firms

Contact Info

Product

Resources

About