(精)management chap03.pptVIP

* * * * * * * * * * * * * * * * * * ? 2007 Prentice Hall, Inc. All rights reserved. 3–* Organization Culture Issues (cont’d) Creating a Customer-Responsive Culture Hiring the right type of employees (ones with a strong interest in serving customers) Having few rigid rules, procedures, and regulations Using widespread empowerment of employees Having good listening skills in relating to customers’ messages Providing role clarity to employees to reduce ambiguity and conflict and increase job satisfaction Having conscientious, caring employees willing to take initiative ? 2007 Prentice Hall, Inc.