Organizational culture on customer delight in the hospitality industry |
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| Affiliation: | 1. Mississippi State University, Department of Marketing, Quantitative Analysis and Business Law, College of Business and Industry, P.O. Box 9582, Mississippi State, MS 39762, United States;2. Cameron School of Business, University of North Carolina – Wilmington, Wilmington, NC 24803, United States;3. University of Alabama Birmingham, Collat School of Business, Birmingham, AL 35294, United States;4. Cameron School of Business, University of North Carolina – Wilmington, Wilmington, NC 24803, United States |
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| Abstract: | Compared with customer satisfaction, customer delight is considered a more effective indicator of customer relationship management in the hospitality industry. As researches have suggested that organizational culture plays a vital role in providing customer delight service in the hospitality industry, this study initiated to investigate customer delight from the perspective of organizational culture. The investigation was based on multilayer cultural theories, and the domains of customer delight culture were identified in this study by applying a qualitative approach and content analysis. Finally, a framework of the customer delight culture was then developed to clearly understand the insights of organizational culture on customer delight. |
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| Keywords: | Customer delight Organizational culture Organizational values |
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