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The Relationship Between Organizatio...

Cancialosi, Christopher.

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The Relationship Between Organizational Culture and Customer Loyalty Behavior.

紀錄類型:	書目-電子資源 : Monograph/item
正題名/作者:	The Relationship Between Organizational Culture and Customer Loyalty Behavior./
作者:	Cancialosi, Christopher.
面頁冊數:	119 p.
附註:	Source: Dissertation Abstracts International, Volume: 75-02(E), Section: B.
Contained By:	Dissertation Abstracts International75-02B(E).
標題:	Psychology, Industrial. -
電子資源:	http://pqdd.sinica.edu.tw/twdaoapp/servlet/advanced?query=3600780
ISBN:	9781303510083

The Relationship Between Organizational Culture and Customer Loyalty Behavior.
Cancialosi, Christopher.

The Relationship Between Organizational Culture and Customer Loyalty Behavior. - 119 p.

Source: Dissertation Abstracts International, Volume: 75-02(E), Section: B.

Thesis (Ph.D.)--Walden University, 2013.

This study was an investigation of the relationship between organizational culture, as measured by the Denison Organizational Culture Survey, and customer loyalty behavior. Scholars have implied a positive relationship between these two constructs, but this relationship has yet to be tested empirically. Denison's model of organizational culture was used, in conjunction with customer repurchase data, to examine this relationship more closely. This quantitative, nonexperimental study was comprised of an archival, participant data set from independently owned and operated automobile sales/service centers across the United States. Specifically, this research consisted of a performance-based, organizational culture assessment of a for-profit company in order to understand the relationship between the organizational culture and customer loyalty behavior. Multiple regression analyses were used to evaluate how well the 4 organizational culture traits, as measured by the Denison Organizational Culture Survey, predicted customer loyalty behavior. Results indicated a significant, positive relationship between culture and customer loyalty with respect to product-oriented organizations, but not in service-oriented organizations. By gaining a deeper understanding of how organizational culture relates to customer loyalty behavior, business leaders may be better equipped to evolve the cultures of their organizations in ways that yield increased business performance through customer loyalty and repurchase behavior. This understanding can be utilized by business leaders to help employees understand that their day-to-day behaviors do, in fact, drive tangible business results and customer purchasing experiences that more closely align with customer expectations.

ISBN: 9781303510083Subjects--Topical Terms:

520063
Psychology, Industrial.

The Relationship Between Organizational Culture and Customer Loyalty Behavior.
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