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| Tekijä: | Ogbonna, E. Wilkinson, B. |
| Otsikko: | Corporate strategy and corporate culture : the view from checkout. (!Customer service) |
| Lehti: | Personnel Review
1990 : VOL. 19:4, p. 9-15 |
| Asiasana: | CORPORATE CULTURE SUPERMARKETS CUSTOMERS SERVICE |
| Kieli: | eng |
| Tiivistelmä: | Strategy and culture in British supermarkets are dealt with in a second article, this time from the viewpoint of the checkout. First, the human resource strategies adopted in the 1980s to create a match between corporate strategy and corporate culture are discussed. Second, the measures explicitly intended to inculcate a customer orientation are described and analyzed. Third, the impact on the supermarket staff, particularly checkout operators is examined, and employee responses are described. The main conclusions are twofold: 1. changes in culture are likely to be behavioural rather than value changes; 2. there are clear limits, sometimes beyond company control, to the development of a customer ethos. |
SCIMA