Harnessing the Power of Your Culture for Outstanding Service
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Ford, Robert; Sturman, Michael C.
[Excerpt] Your company's culture can be one of the strongest forces for ensuring excellent customer service and the resulting financial success, or it can stand in the way of your ever achieving your service and financial goals. Company cultures come in all shapes and sizes, but all cultures are assembled from specific parts, such as language, beliefs, and philosophies. In this chapter, we review the elements of corporate culture, give examples of successful corporate cultures, and point out key ways that you can harness your company's culture for outstanding service.
Cornell University School of Hotel Administration; hospitality management; hospitality industry; corporate culture; customer service
Required Publisher Statement: © Wiley. Final version published as: Ford, R., & Sturman, M. C. (2011). Harnessing the power of your culture for outstanding service. In M. C. Sturman, J. B. Corgel, & R. Verma (Eds.), The Cornell School of Hotel Administration on hospitality: Cutting edge thinking and practice (pp. 111-126). Hoboken, NJ: Wiley. Reprinted with permission. All rights reserved.