{"product_id":"the-impact-of-organizational-culture-on-internal-service-quality-von-mohhidin-othman","title":"THE IMPACT OF ORGANIZATIONAL CULTURE ON INTERNAL SERVICE QUALITY","description":"\u003cp\u003eOrganizational culture has been a long-standing area  of research in more traditional business management  research, however to-date few, if any, studies have  attempted to consider how employees are servicing  each other within an organization''s own cultural  environment. In an innovative attempt to link  organizational culture (OC) to internal service  quality (ISQ), this work develops a case study of  three hotels in Malaysia based on in-depth  interviews and a semi-quantitative technique,  Profile Accumulation Technique (PAT). Ogbonna and  Harris'' (2002) framework is used to demonstrate how  and where organizational culture can affect  employees'' ISQ performance. The concept of ISQ in  hotel is based on Caruana and Pitt (1997,  Paraskevas (2001) and White and Rundall (1999) but a  free response PAT by Johns and Lee-Ross (1995) was  used in examining the ISQ. The study found the weak  linkages between OC and ISQ and the evidence  suggests that different types of OC have different  levels of impact on the employee ISQ. The initial  understanding of the link between OC and ISQ may  benefit managers in the industry through  benchmarking some of the positive  practices.\u003c\/p\u003e\u003cdiv class=\"aw-variant-hidden-subtitle-div\" id=\"aw-variant-subtitle-9783838343570\"\u003e\u003ch3\u003eA case Study of Three Hotels in Malaysia\u003c\/h3\u003e\u003c\/div\u003e","brand":"Autorenwelt Shop","offers":[{"title":"Softcover - 9783838343570","offer_id":39499072831581,"sku":"9783838343570","price":79.0,"currency_code":"EUR","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0940\/0622\/files\/d30f4861-3c18-4e4a-bc1f-78f81ca7da43.jpg?v=1759210410","url":"https:\/\/shop.autorenwelt.de\/products\/the-impact-of-organizational-culture-on-internal-service-quality-von-mohhidin-othman","provider":"Autorenwelt Shop","version":"1.0","type":"link"}