The purpose of this study was to clarify the relation between customer-oriented corporate culture and organizational results. This was achieved by surveying employee attitudes and using objectively measured management performance indices, such as customer satisfaction rating and management indices, for four IT service firms. By analyzing the relation between the results and objectively measured performance indices, we analyzed the relation between customer-oriented corporate culture, and organization results. As a result, it was confirmed that the characteristic of a customer-oriented corporate culture is linked with management performance, such as employee satisfaction, customer satisfaction, and various financial indicators. A theoretical model showing those causal relationships is presented.
ITサービス企業にみる顧客志向の組織文化と組織成果
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