Customer Delight

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This document summarizes a study on organizational culture's impact on customer delight in the hospitality industry. The study used qualitative and content analysis approaches to identify 12 categories of customer delight culture across four cultural domains: shared basic values, norms, artifacts, and behaviors. A framework was developed showing the relationships between these domains. The framework aims to help hospitality organizations better understand how to develop a customer delight culture.

Organizational culture
on customer delight in
the hospitality industry

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

Customer satisfaction vs Customer delight

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,

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

Delighted customers are those who
have had extraordinary service experiences.

Organizations
Processes
Service
Employees
Customers

In their study of hotel
customer delight typology

Shared basic
values
Organizational Culture
Norms Artifacts
Organizational
Behavior

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

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.

The framework of shared values for
the customer delight culture.

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

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

Content is the message
your inbound strategy
delivers.

The framework of norms for the
customer delight culture.

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

The framework of artifacts for the
customer delight culture

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

The framework of customer delight
organizational behaviors

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

customer delight service quality
control system

customer delight competencies
development

The interrelations of customer
delight cultural layers

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

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

WWW.ModirSocial.COM
@ModirSocial
@ModirDigital

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Healthy economic development requires properly managing the banking industry of any country. Along with state-owned banks, private banks play a critical role in the country's economy. Managers in all types of banks now confront the same challenge: how to get the utmost output from their employees. Therefore, Performance appraisal appears to be inevitable since it set the standard for comparing actual performance to established objectives and recommending practical solutions that help the organization achieve sustainable growth. Therefore, the purpose of this research is to determine the effect of performance appraisal on employee motivation and retention.

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Customer Delight

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

13.

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

15.

16.

17. Organizations Processes Service Employees Customers

18.

19.

20. In their study of hotel customer delight typology

21.

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

32.

33.

34.

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

38.

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

40.

41. Conversion Rate

42.

43.

44.

45.

46. Service Innovation Values

47.

48.

49.

50.

51. Content is the message your inbound strategy delivers.

52.

53.

54.

55. Service Quality Values

56.

57.

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

61.

62. Customer Need

63.

64. Customer Delight Competencies

65.

66. Communication Norms

67.

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

71.

72. Superior Service Environment

73.

74. Design Rituals

75.

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

79.

80.

81.

82.

83.

84. customer delight competencies development

85.

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.

90. WWW.ModirSocial.COM @ModirSocial @ModirDigital

Editor's Notes

تاثیر فرهنگ سازمانی بر رضایت کامل مشتری در صنایع مهمانوازی
صنایع مهمانوازی
رضایت کامل مشتری
رفتار سازمانی
رضایت مشتری و رضایت کامل مشتری یا همون لذت مشتری
فرهنگ سازمانی نقش حیاتی در رضایت مشتری در صنایع مهمانوازی دارد
این تحقیق بر پایه نظریه های چند لایه فرهنگی و بررسی زمینه های فرهنگ لذت مشتری با استفاده از رویکرد کیفی و تحلیل محتوا است
در پایان، یک چارچوب فرهنگ لذت مشتری به منظور روشن ساختن بینش فرهنگ سازمانی در مورد رضایت مشتریان را بررسی میکنیم.
رضایت مشتری در طول ارائه خدمات ایجاد می شود
مشتریان خوشحال کسانی هستند که تجربه های فوق العاده ای کسب کرده باشن
رضایت مشتری می تواند رابطه عاطفی با برند برای مشتری ایجاد کند
برندی که مشتری را دوست داشته باشد مشتری پیدا میکند که برند را دوست داشته باشد
با تعاملات بین کارمندان سرویس دهنده، مشتریان و فرایندهای سازمانی میتونیم
تجربه خدمات مشتری را خلق کنیم
پس میتونیم به این نتیجه برسیم که کارکنان میتوانند بسیارر تاثیر گذار در ایجاد رضایت مشتری باشند کما اینکه فرهنگ سازمانی مناسب می تواند تاثیر را افزایش دهد
در این مقاله به برسی رضایت مشتری هتل ها پرداخته شده است
ارزش های اساسی مشترک مقررات مصنوعات رفتار سازمانیOrganizational culture is considered to be multilayered (Kemp,2005) and comprises four distinguishable and interrelated components: shared basic values, norms, artifacts, and organizational behaviorsThis concept of cultural layers was proved to be a useful analytical tool for studying organizational culture and for a detailed understanding the path that culture influences employees in organizations
customer-orientated values,
customer-orientated values,
ارزش کیفیت خدمات
ارزش نوآوری خدمات
چارچوب ارزش های مشترک برای فرهنگ رضایت مشتری.
ارزش های مشترک برای رضایت مشتری ارزش نوآوری خدماتارزش مشتری محورارزش کیفیت خدمات
ارزش مشتری محور
خدمات سفارشییا بهتر بگم احترام به فردگرایی یا دنبال کردن شخصیتی
فکر کردن قبل از مشتری که من به فکر کردن مثل مشتری تغییر دادم
فکر کردن قبل از مشتری که من به فکر کردن مثل مشتری تغییر دادم
فرهنگ شنیدن خواسته های مشتری را باید پرورش بدیم
ش
بهبود خدمات
در ارائه خدمات انعطاف پذیر باشیم
ارائه خدمات خلاقانه
ارائه خدمات خلاقانه
ارائه خدمات غافلگیرکننده
ش
چارچوب هنجارها برای فرهنگ لذت مشتری.
هنجارهای رفتاری برای رضایت کامل مشتری
هنجارهای مشتری گرا
شخصی سازی
شناسایی و برطرف کردن نیاز مشتریCustomer needs is really about understanding people
به عدالت رفتار کردن با مشتریان
معیارهای رضایت مشتری
صدای مشتری را بشنوید برای مشکلات مشتری راه حل بیابید
هنجارهای مشتری گرا
کارکنان، تجارب کاری، تخصص، چگونگی و اطلاعات مشتری را با همکاران خود به اشتراک می گذارند. در این مطالعه مشخص شد که اشتراک اطلاعات در سازمان های هتل و ارتباط اهداف سازمان در مشتریان لذت بخش است
چارچوب عناصر برای فرهنگ رضایت مشتری
عناصر برای رضایت مشتری مستندات خدمات رضایت مشتری محیط خدمات برتر مراسم طراحی
هنجارهای مشتری گرا
زبان بدن
هنجارهای مشتری گرا
به محیط فیزیکی، سیستم های صوتی تصویری اهمیت بدیم
هنجارهای مشتری گرا
ارتباط عاطفی ایجاد کردن با مشتری
سیستم کنترل کیفیت سرویس رضایت مشتری
توسعه لیاقت رضایت مشتری
توانمندسازی کارکنان
چارچوب فرهنگ لذت مشتری مهم است نه تنها به دلیل آن است که پدیده فرهنگی جدیدی را در زمینه صنعت مهمان نوازی بررسی و شناسایی می کند، بلکه این نیز به دلیل شکاف بین فرهنگ سازمانی و لذت مشتریان است.

Customer Delight

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Editor's Notes