NAME: Royo, Vicente J SECTION: SBENT-2E

What is service culture?

A service culture is made up of various factors including values, beliefs, norms, and practices of
groups or organizations.

A service culture indicates that for everyone in the provider organization, customer satisfaction is
the top priority and that service provider activity obviously contributes to the business objectives
of the customer.

Impact of Culture
A good link between an organization's service and culture goes beyond the opportunity to
experience increased revenue and client loyalty. Increased staff engagement and improved client
experiences are also advantages of a strong service culture. Consider how many employees
would be happier at work if they weren't continuously screamed at or chastised by furious
customers.

4 dimensions of cultural values

Power distance index
Power distance index means the extent to which less powerful members of organizations –
including their families – accept that power is not distributed equally. Essentially it measures
inequality and how much those with less power accept this.

Individualism versus collectivism

Collectivism refers to the degree to which individuals are integrated into groups. In a collectivist
society, people are part of a strong cohesive in-group which protects them in return for their
unquestioning loyalty. In an individualist society, ties between people will be loose and people
will be expected to look after themselves and their own immediate families.

Masculinity versus femininity

This dimension refers to the distribution of roles between genders. Masculine values are seen to
be assertive and competitive, while female values are linked with modesty, caring, and being
feminine.
Uncertainty avoidance index
Uncertainty-avoiding cultures try to minimize the chance of new, surprising, and different
situations. They like to have laws and rules and rely on safety and security measures. They are
more likely to believe in religious truth. In countries with low uncertainty avoidance, society is
more tolerant of ambiguity and the search for truth. People are more likely to be programmed to
feel at ease in uncertain situations.