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Marketing Exam Study!

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    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

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      climate represents the shared perceptions of employees about the practices, procedures, and types of behaviours that get rewarded and supported in a particular setting

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      multiple climates often exist within an organization

Organization Leaders

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    leaders are responsible for creating cultures and the service climates that go along with

them

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    transformation leadership may require changing culture that doesn’t work

Service-profit chain Fig 24.1

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