Business Commons^™

The Role Of Organizational Climate And Culture In Service Encounters, Beth Ann Heyart

Wayne State University Dissertations

This study explored the link between culture and climate with respect to customer service ratings. Two hospital units, one with high customer service ratings and one with low customer service ratings, were identified for analysis. A mixed-method design was implemented to assess climate and culture on each unit. Climate was assessed with a survey that combined elements of Schneider, White, and Paul's (1998) Assessment of Service Climate Instrument and Litwin and Stringer's (1968) Organizational Climate Questionnaire. An ethnographic approach using observation, interviews and archival data analysis was completed to understand each unit's culture. Findings indicate high customer service environments rated …

Three Essays On Immigrant Entrepreneurs, Carole Louise Cangioni

Open Access Theses & Dissertations

The association between entrepreneurial activity and economic growth appears to be robust: the source of half of job creation emanates from new ventures which, in addition, are a source of technical and market innovation as well as higher labor productivity (Gartner, Shaver, Carter, & Reynolds, 2004). Also, there is a growing percentage of ethnic entrepreneurship in immigrant receiving metropolitan areas, and marginal economic conditions, often experienced by immigrants, increase self-employment. According to the U.S. Census Bureau: "By 2010, Hispanics will be the largest minority group in the U.S with more than 20% of the nation's population" and "minorities, now roughly …

The Importance Of Leadership And Culture In Mergers, Aravind Swaminathan

CMC Senior Theses

The purpose of this paper is to show how leadership and culture are critical factors in organizational change. The vehicle through which this point is proved is by

analyzing the organizational change processes of mergers, as mergers involve

leadership and culture. Successful mergers are very rare, and it is hypothesized

that not enough attention is paid to leadership and culture during mergers. This

paper analyzes many of the factors that related to leadership and culture, such as

transparency, trust, communication, and vision. Not only does this paper analyze

these topics, but it also examines and applies a successful change strategy, …