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[1] [2] Alternative terms include business culture, corporate culture and company culture. [3] The term corporate culture emerged in the late 1980s and early 1990s. [ 4 ] [ 5 ] It was used by managers , sociologists , and organizational theorists in the 1980s.
Most modern business theorists see a continuum with pure service on one terminal point and pure commodity good on the other terminal point. [2] Most products fall between these two extremes. For example, a restaurant provides a physical good (the food ), but also provides services in the form of ambience, the setting and clearing of the table, etc.
A staff function is an alternate function of people in a business that do not partake instantly in an activity as they help the line functions to reach their targets. [5] The business world is changing very rapidly and each day new kinds of issues and problems crop up. It requires specialised input to deal with these changing conditions.
Artifacts are the visible elements in a culture and they can be recognized by people not part of the culture. Espoused values are the organization's stated values and rules of behavior. It is how the members represent the organization both to themselves and to others.
Culture is a major theme in the examples cited. A “business process culture” is a culture that is cross-functional, customer oriented along with process and system thinking. This can be expanded by Davenport’s definition of process orientation as consisting of elements of structure, focus, measurement, ownership and customers (Davenport ...
Service quality (SQ), in its contemporary conceptualisation, is a comparison of perceived expectations (E) of a service with perceived performance (P), giving rise to the equation SQ = P − E. [1] This conceptualistion of service quality has its origins in the expectancy-disconfirmation paradigm.
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It is the central reference point for all documentation of a service, so it contains many links to other documents. A description of the sort of information that should be kept in an SDP is found in Appendix A of the Service Design book. [1] The main categories described are: Service lifecycle plan; Service programme; Service transition plan