Case Study: Culture, Morale and Customer Satisfaction: Hilti Group, Schaan, Liechtenstein

David Bowles and Cary Cooper
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David Bowles: Rancho Santa Fe
Cary Cooper: Lancaster University

Chapter Chapter 4 in Employee Morale, 2009, pp 109-126 from Palgrave Macmillan

Abstract: Abstract Note: Our case study organization was chosen with three criteria in mind: It should have created a demonstrably high morale culture, proven by employee surveys. This culture should have endured over time. We did not want a “flash in the pan”. It should have won national or international awards for its efforts in this area, demonstrating that it is recognized by industry peers or by specialized outside organizations as setting a particular standard of excellence in the area of morale.

Keywords: Customer Satisfaction; Corporate Culture; American Football; Employee Satisfaction; Marketing Organization (search for similar items in EconPapers)
Date: 2009
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Persistent link: https://EconPapers.repec.org/RePEc:pal:palchp:978-0-230-25078-9_4

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DOI: 10.1057/9780230250789_4

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