The Impact of Organizational Culture on Customer Service Effectiveness from a Sustainability Perspective

Daniel Metz, Liviu Ilieș and Răzvan Liviu Nistor
Additional contact information
Daniel Metz: Faculty of Economics and Business Administration, Babes-Bolyai University, 400591 Cluj-Napoca, Romania
Liviu Ilieș: Faculty of Economics and Business Administration, Babes-Bolyai University, 400591 Cluj-Napoca, Romania
Răzvan Liviu Nistor: Faculty of Economics and Business Administration, Babes-Bolyai University, 400591 Cluj-Napoca, Romania

Sustainability, 2020, vol. 12, issue 15, 1-27

Abstract: The conducted study focused on a multinational ITC (Information Technology and Communications) company. Empirical research aimed to evaluate organizational culture based on Denison’s model through four features: capacity development, basic values, customer orientation, and goals and objectives. At the same time, the study analyzed service provided to customers, taking into account its three phases: pre-transaction, transaction, and post-transaction. As research methods, we used a questionnaire-based survey and direct observation. The results of the study demonstrate that the company has a strong culture based on an adequate core value system (shared by company members), innovative and effective human capital management practices, and customer orientation. All characteristics ensure the integration of sustainability principles into strategies, policies, and management practices of the company. At the same time, the authors develop a design and analysis model of the impact of organizational culture features on customer service effectiveness, highlighting that the four organizational culture features are good predictors for improving customer service effectiveness, which promotes an ethical business model and sustainable pursuit of economic, social and environmental performance. The study identified a set of good management practices and solutions in the design, operationalization, and monitoring of customer service.

Keywords: organizational culture; customer service effectiveness; sustainability; capability development; core values; customer focus; goals and objectives (search for similar items in EconPapers)
JEL-codes: O13 Q Q0 Q2 Q3 Q5 Q56 (search for similar items in EconPapers)
Date: 2020
References: View references in EconPapers View complete reference list from CitEc
Citations: View citations in EconPapers (2)

Downloads: (external link)
https://www.mdpi.com/2071-1050/12/15/6240/pdf (application/pdf)
https://www.mdpi.com/2071-1050/12/15/6240/ (text/html)

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:gam:jsusta:v:12:y:2020:i:15:p:6240-:d:393809

Access Statistics for this article

Sustainability is currently edited by Ms. Alexandra Wu

More articles in Sustainability from MDPI
Bibliographic data for series maintained by MDPI Indexing Manager ().