Identifying the Customer Focused Culture Mechanisms in Organization
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 beh...
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| Format: | Article |
| Language: | fas |
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University of Sistan and Baluchestan
2018-05-01
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| Series: | پژوهشهای مدیریت عمومی |
| Subjects: | |
| Online Access: | https://jmr.usb.ac.ir/article_4019_14266af86afe649e1e32670c3caed95b.pdf |
| _version_ | 1797904238622277632 |
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| author | Neda Mohammadesmaeili |
| author_facet | Neda Mohammadesmaeili |
| author_sort | Neda Mohammadesmaeili |
| collection | DOAJ |
| description | 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. |
| first_indexed | 2024-04-10T09:45:40Z |
| format | Article |
| id | doaj.art-b3fb0650c71d4d4f958d42683c8565bb |
| institution | Directory Open Access Journal |
| issn | 2538-3418 2676-7880 |
| language | fas |
| last_indexed | 2024-04-10T09:45:40Z |
| publishDate | 2018-05-01 |
| publisher | University of Sistan and Baluchestan |
| record_format | Article |
| series | پژوهشهای مدیریت عمومی |
| spelling | doaj.art-b3fb0650c71d4d4f958d42683c8565bb2023-02-17T05:32:16ZfasUniversity of Sistan and Baluchestanپژوهشهای مدیریت عمومی2538-34182676-78802018-05-01113924927310.22111/jmr.2018.40194019Identifying the Customer Focused Culture Mechanisms in OrganizationNeda Mohammadesmaeili0Assistant professor, Faculty of management, Tehran universityAbstract 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.https://jmr.usb.ac.ir/article_4019_14266af86afe649e1e32670c3caed95b.pdfculturecustomer focusedcustomer focused culture |
| spellingShingle | Neda Mohammadesmaeili Identifying the Customer Focused Culture Mechanisms in Organization پژوهشهای مدیریت عمومی culture customer focused customer focused culture |
| title | Identifying the Customer Focused Culture Mechanisms in Organization |
| title_full | Identifying the Customer Focused Culture Mechanisms in Organization |
| title_fullStr | Identifying the Customer Focused Culture Mechanisms in Organization |
| title_full_unstemmed | Identifying the Customer Focused Culture Mechanisms in Organization |
| title_short | Identifying the Customer Focused Culture Mechanisms in Organization |
| title_sort | identifying the customer focused culture mechanisms in organization |
| topic | culture customer focused customer focused culture |
| url | https://jmr.usb.ac.ir/article_4019_14266af86afe649e1e32670c3caed95b.pdf |
| work_keys_str_mv | AT nedamohammadesmaeili identifyingthecustomerfocusedculturemechanismsinorganization |