Linking organizational culture and customer satisfaction: Results from two companies in different industries

被引：51

作者：

Gillespie, Michael A. ^{[2
]}

Denison, Daniel R. ^{[1
]}

Haaland, Stephanie ^{[3
]}

Smerek, Ryan ^{[4
]}

Neale, William S. ^{[2
]}

机构：

[1] Int Inst Management Dev, CH-1001 Lausanne, Switzerland

[2] Denison Consulting, Ann Arbor, MI USA

[3] Linfield Coll, McMinnville, OR USA

[4] Univ Michigan, Ann Arbor, MI 48109 USA

来源：

EUROPEAN JOURNAL OF WORK AND ORGANIZATIONAL PSYCHOLOGY | 2008年 / 17卷 / 01期

关键词：

D O I：

10.1080/13594320701560820

中图分类号：

B849 [应用心理学];

学科分类号：

040203 ;

摘要：

This article presents a test of the relationship between organizational culture and customer satisfaction using business-unit data from two different companies. The first study examines 32 regional markets of a residential home-building company and the second study examines 148 automobile dealerships. The Denison Organizational Culture Survey (DOGS) is used to measure organizational culture, while customer satisfaction data were collected from customers themselves by independent third parties. With a few exceptions, the culture measures related significantly to customer satisfaction, explaining 28% of the variance for the home-building markets and 11-28% of the variance for the auto dealerships.

引用

页码：112 / 132

页数：21

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[11] Group size and measures of group-level properties: An examination of eta-squared and ICC values [J].