Identifying the Customer Focused Culture Mechanisms in Organization

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MOHAMMADESMAEILI NEDA

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Journal: PUBLIC MANAGEMENT RESEARCHES Year:2018 | Volume:11 | Issue:39 Page(s): 250-273

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Title

Identifying the Customer Focused Culture Mechanisms in Organization

Author(s)

MOHAMMADESMAEILI NEDA | Issue Writer Certificate

Keywords

cultureQ2

customer focusedQ2

customer focused cultureQ1

Abstract

Nowadays, most of the organizations have realized the importance of a customer-oriented approach for maintaining their position on the market; therefore, one of the main concerns of managers is the development of customer-oriented behaviors. On the other hand, the main factor in shaping behavior in any organization is organizational culture. Recognizing culture is important because it includes a set of factors that, if not understood, can eliminate any attempt to direct the behaviors toward desired goals. Thus, the development of customer-oriented culture is the first step in developing customer-oriented behaviors and institutionalizing these behaviors in an organization. The present study seeks to identify the mechanisms for developing a customer-oriented culture. Materials and Methods: The approach of this research is the mixed approach. By the means of questionnaire in the quantitative section, various dimensions of the customer-oriented culture were identified. Also, in the qualitative section, semi-structured interviews were conducted with 176 employees by means of interviewing tools in order to understand the effective mechanisms for developing customer-oriented culture. Conclusion: Finally, four types of mechanisms were identified: human resources, education, communication and promotion.

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APA: Copy

MOHAMMADESMAEILI, NEDA. (2018). Identifying the Customer Focused Culture Mechanisms in Organization. PUBLIC MANAGEMENT RESEARCHES, 11(39 ), 250-273. SID. https://sid.ir/paper/222164/en

Vancouver: Copy

MOHAMMADESMAEILI NEDA. Identifying the Customer Focused Culture Mechanisms in Organization. PUBLIC MANAGEMENT RESEARCHES[Internet]. 2018;11(39 ):250-273. Available from: https://sid.ir/paper/222164/en

IEEE: Copy

NEDA MOHAMMADESMAEILI, “Identifying the Customer Focused Culture Mechanisms in Organization,” PUBLIC MANAGEMENT RESEARCHES, vol. 11, no. 39 , pp. 250–273, 2018, [Online]. Available: https://sid.ir/paper/222164/en

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