What Are Current Issues in Organizational Culture?

  1. 2-5 Describe current issues in organizational culture.

Corporate leaders increasingly are recognizing that organizational culture is a critical business issue, particularly since an organization’s culture can be a “driver” of employee productivity, engagement, and retention. What current cultural issues are managers focusing on? We’ve identified five that we think are important. Let’s take a look.

Creating a Customer-Responsive Culture

In Chapter 1, we discussed why customers are so important to organizations and managers. A customer-responsive culture can lead to more satisfied employees and customers, which in turn can affect performance results. What does a customer-responsive culture look like? Exhibit 2-6 describes five characteristics of customer-responsive cultures and offers suggestions as to what managers can do to create that type of culture.41

Exhibit 2–6

Creating a Customer-Responsive Culture

Characteristics of Customer-Responsive Culture Suggestions for managers
Type of employee Hire people with personalities and attitudes consistent with customer service: friendly, attentive, enthusiastic, patient, good listening skills
Type of job environment Design jobs so employees have as much control as possible to satisfy customer, without rigid rules and procedures
Empowerment Give service-contact employees the discretion to make day-to-day decision on job-related activites
Role clarity Reduce uncertainty about what service-contact employees can and cannot do by continual training on product knowledge, listening, and other behavioral skills
Consistent desire to satisfy and delight customer Clarify organization’s commitment to doing whatever it takes, even if it’s outside an employee’s normal job requirements

Source: Robbins, Stephen P., Coulter, Mary A., Management (Subscription). 14th Ed., © 2018. Reprinted and electronically reproduced by permission of Pearson Education, Inc., New York, NY.

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