Servicekulturen
Servicekulturen refers to the set of norms, values, and practices within an organization that shape how employees interact with customers and deliver services. It aims to align frontline behavior with customer needs, quality standards, and organizational goals. While the term is widely used in service-intensive sectors such as retail, hospitality, and healthcare, it can apply to any organization seeking customer-focused performance.
Origin and scope: The concept of a service culture emerged from management literature on organizational culture
Key elements: clear service standards and promises, training and continuous development, empowerment and decision-making authority for
Implementation and practice: organizations assess current culture, define desired service standards, involve employees in co-creating practices,
Impact and challenges: a strong service culture can improve customer loyalty, satisfaction, and competitive differentiation, while
Related concepts include service blueprinting, moments of truth, customer experience management, and net promoter score.