Marketing Exam Study!
6 key factors that influence and organizations working environment are it’s flexibility- how free employees feel to innovate; responsibility to the organization; the level of standards people set; the perceived aptness of rewards; the clarity people have about mission and values; and the level of commitment to a common purpose
climate represents the shared perceptions of employees about the practices, procedures, and types of behaviours that get rewarded and supported in a particular setting
multiple climates often exist within an organization
leaders are responsible for creating cultures and the service climates that go along with
transformation leadership may require changing culture that doesn’t work
Service-profit chain Fig 24.1
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