Corporate culture and firm performance: a service-oriented perspective

Vania Vigolo, Angelo Bonfanti, Pierpaolo Magliocca and Kristine Kirakosyan

International Journal of Managerial and Financial Accounting, 2016, vol. 8, issue 2, 109-123

Abstract: To better respond to customer's needs and expectations, service organisations could focus their corporate culture on service orientation. Moving in this direction means that structures, systems and people are organised to anticipate, recognise and meet customer requests. This paper has three main objectives: (1) it explores the service orientation culture (SOC) construct as perceived by managers of high-contact firms, i.e., luxury hotels; (2) it identifies the corporate activities adopted by luxury hotels to develop SOC and (3) it investigates possible relationships between SOC and firm performance. A qualitative research approach is adopted incorporating in-depth interviews with luxury hotel managers located in different countries.

Keywords: corporate culture; customer satisfaction; customer service; customer needs; firm performance; hospitality management; luxury hotels; hotel managers; service expectations; service orientation; service quality management. (search for similar items in EconPapers)
Date: 2016
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Persistent link: https://EconPapers.repec.org/RePEc:ids:injmfa:v:8:y:2016:i:2:p:109-123

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