THE NATURE OF CORPORATE CULTURE WITHIN A SERVICE DELIVERY ENVIRONMENT

Examines the nature of corporate culture in a service delivery environ ment. In particular, attempts to examine the level of consensus that e xists with regard to the norms, values and behaviour of service person nel. The research included a programme of quantitative research within one retail bank, involving the completion of a questionnaire by 268 b ranch staff in 48 bank branches. The research found no evidence to sug gest that corporate values and attitudes are shared by all of the serv ice personnel in an organization. Instead there is a mix of company-wi de consensus on some issues and subcultural consensus on others. There fore cultural consensus can occur at a corporate level, at a service t eam level or at a hierarchical level within an organization.