Organizational culture on customer delight in the hospitality industry

1. Organizational culture
on customer delight in
the hospitality industry

2. Hi, I’m Alireza Safari!
I believe life is two
days, before Social
Network and after
Social Network.

4. Hospitality Industry

7. ABSTRACT

8. Customer satisfaction vs Customer delight

10. The investigation was based on
MULTILAYER CULTURAL
THEORIES, and the domains
of customer delight culture
were identified in this study by
applying a QUALITATIVE
APPROACH and CONTENT
ANALYSIS,

11. Finally, a framework of the
customer delight culture was
then developed to clearly
understand the insights of
organizational culture on
customer delight.

12. INTRODUCTION

14. Delighted customers are those who
have had extraordinary service experiences.

17. Organizations
Processes
Service
Employees
Customers

20. In their study of hotel
customer delight typology

22. Shared basic
values
Organizational Culture
Norms Artifacts
Organizational
Behavior

23. Interview Demographic

24. Male Female

25. 8%
39%
38%
15%
x<30
30<age<40
40<age<50
age>60

26. 54%
46%
Local
International

27. 25%
50%
17%
8%
<10
10<,<20
20<,<30
x>30

28. Results and discussion

29. the framework of customer delight
culture is composed of 12
categories derived from the content
analysis. All labeled units were
classified into four cultural domains,
namely shared basic values,
norms, artifacts, and behaviors.

30. Shared Basic Values

31. The Customer is in Control

35. The framework of shared values for
the customer delight culture.

36. Service
Innovation
Values
Shared Value for
customer delight
Customer-oriented
values
Service Quality
Values

37. Customer-oriented values

39. CPC: Cost per Click
CPM: cost per Impression
CPM: cost per Install
CPM: cost per View
CPM: cost per Lead
CPM: cost per Action/Acquisition

41. Conversion Rate

46. Service Innovation Values

51. Content is the message
your inbound strategy
delivers.

55. Service Quality Values

58. The framework of norms for the
customer delight culture.

59. Customer
delight
competencies
Norms for customer
delight behaviors
Customer-oriented
norms
Communication
norms

60. Customer-oriented Norms

62. Customer Need

64. Customer Delight Competencies

66. Communication Norms

68. The framework of artifacts for the
customer delight culture

69. Customer
Delight Service
Scripting
Artifacts for
customer delight
Superior Service
Environment
Design Rituals

70. Customer Delight Service Scripting

72. Superior Service Environment

74. Design Rituals

76. The framework of customer delight
organizational behaviors

77. customer delight
service quality
control system
customer delight
organizational
behaviors
customer delight
competencies
development
employee
empowerment

78. customer delight service quality
control system

84. customer delight competencies
development

86. employee empowerment

87. The interrelations of customer
delight cultural layers

88. Norms For Customer Delight
Behaviors
Customer
Delight Shared
Values
Customer Delight
Organizational
Behaviors
Customer Delight
Artifacts

89. Becomes a POWERFUL
instrument in surviving in the very
competitive hospitality market.

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