The nature of corporate culture within a service delivery environment

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4 Citations (Scopus)


Examines the nature of corporate culture in a service delivery environment. In particular, attempts to examine the level of consensus that exists with regard to the norms, values and behaviour of service personnel. The research included a programme of quantitative research within one retail bank, involving the completion of a questionnaire by 268 branch staff in 48 bank branches. The research found no evidence to suggest that corporate values and attitudes are shared by all of the service personnel in an organization. Instead there is a mix of company-wide consensus on some issues and subcultural consensus on others. Therefore cultural consensus can occur at a corporate level, at a service team level or at a hierarchical level within an organization.
Original languageEnglish
Pages (from-to)87-102
Number of pages16
JournalInternational Journal of Service Industry Management
Issue number1
Publication statusPublished - 1997


  • corporate culture
  • service delivery
  • teams
  • United Kingdom
  • banking
  • service delivery systems


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