ICPS
2021 APS Virtual Convention · 2021
Cultural Styles and High-Quality Customer Service: Agreement for a Culture for Quality Service
- Jacqueline Lewis
Human Synergistics International - Cheryl Boglarsky
Human Synergistics International - Susan Hastings
University of Michigan Dearborn - Shereen Abdelhak
University of Michigan, Dearborn
Abstract
Organizations that focus on employee experience result in high-quality customer service. To uncover which norms and expectations to reinforce, cultural results were analyzed and compared to a popular training simulation. Results showed that the rankings are similar among industries (e.g., sales, health care, justice industry, staffing, and psychology).
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