Resources ^{Improving Customer Satisfaction}

Title	Type	Author	Resource Type	Year	Size
Linking organizational culture and customer satisfaction: Results from two companies in different industries This article presents a test of the relationship between organizational culture and customer satisfaction using business-unit data from two different companies.	.pdf	Michael Gillespie, Daniel R. Denison, Stephanie Haaland, Ryan Smerek, & William Neale	Publication	2007	151.17 KB
Forecasting Great Service Universal Weather and Aviation CEO, Greg Evans, saw the challenges facing their business model and set out to ensure his employees could handle the demands of rapid growth. A learning initiative helps them maintain a customer and employee focus.	.pdf	Sue Kennedy & Chris Musselwhite	Business Article	2008	414.26 KB
The Social Context and Performance: An Examination of Causal Priority Presentation at the 2008 Society for Industrial and Organizational Psychology (SIOP) Annual Conference. In this session the authors discussed the relationship between organizations’ social context and customer satisfaction.	.pdf	Anthony Boyce, Michael Gillespie & Ann Marie Ryan	Presentation	2008	1017.25 KB
Toward a Process-Based Theory of Organizational Design: Can Organizations be Designed around Value Chains and Networks? This paper examines a broad set of process perspectives to develop the idea that contemporary firms are increasingly being organized around the concept of the value chain rather than the control hierarchy.	.pdf	Daniel R. Denison	Publication	1997	11.91 MB

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