Page 257 - DMGT522_SERVICES MANAGEMENT

Services Management Ashwani Panesar, Lovely Professional University

Notes Unit 12: Creating a Service Culture

CONTENTS
Objectives
Introduction
12.1 Creating a Service Culture

12.2 Management Areas of Maintaining the Service Culture
12.3 Elements of a Service Culture
12.4 Twelve Strategies for Promoting a Positive Service Culture
12.5 Summary

12.6 Keywords
12.7 Review Questions
12.8 Further Readings

Objectives

After studying this unit, you will be able to:

Elaborate the concept of service culture
Explain the role of elements of service culture
Discuss the management of areas of maintaining a service culture

Describe the various strategies of positive service culture
Introduction

What is a service culture in an organisation? The answer is that it is different for each organisation.
No two organisations operate in the same manner, have the same focus, or provide management
that accomplishes the same results. Among other things, a culture includes the values, beliefs,
norms, rituals, and practices of a group or organisation. Any policy, procedure, action, or inaction
on the part of your organisation contributes to the service culture. Other elements may be
specific to your organisation or industry. The latter element is crucial in your success and that of
your organisation. As a service provider, if you take a job just to have a paycheck without
buying into the service culture and supporting the goals of the organisation, both you and the
organisation will lose. For you to be successful in the service industry (or any other for that
matter) you must take ownership of your roles and responsibilities and show commitment to
doing the best you can every day that you go to work. Even further, you must project a positive
attitude when you are not at work as well.
Think about the number of times you have heard friends “bad mouth” their boss, organisation,
products and services. Did their attitude toward their job inspire you to want to patronise their
workplace or apply for a job there? What you do or say around others in any environment sends
a powerful message about you, your level of professionalism and your organisation. If you cannot
support your employer; quit and find a job where you can. To do less is being unfair to yourself
and your organisation. Remember that if the organisation loses money because of poor word-of-
mouth publicity (things you and others say about it), there will be fewer customers. This will
result in lowered revenue and money available to provide employee salary increases and benefits.

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