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A corporate or organizational culture can be defined as the system of shared beliefs and values that develops within an organization and guides the behavior of its members.6 Such a culture can be a powerful influence on performance and customer satisfaction: If employees know what their company stands for if they know what standards they are to uphold then they are much more likely to make decisions that will support those standards. They are also more likely to feel as if they are an important part of the organization. They are motivated because life in the company has meaning for them. Lorenzo had destroyed the former organizational climate as he beat down the unions. Replacement employees had little reason to develop a positive culture or esprit de corps given the many top management changes the low pay relative to other airline employees and the continuous possibility of corporate bankruptcy. Employees had little to be proud of and this impacted on the service and consequent reputation among the traveling public. But this was to change abruptly under new management.

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