Question

5. What kind of culture does the organization have? What are the values and norms? What effect does the organizational culture have on the way employees behave or treat customers?

Answer 1

The correct answer to this open question is the following.

Although the question is incomplete because it does not provide the name of the organization or any other reference, we can comment on the following.

The kind of culture that the organization should have is one that fosters diversity, openness, respect, values, and tolerance. The values and norms are so important because they are the standard of conduct that has to be instilled in the organization so people can know what to expect under different circumstances.

The effect the organizational culture has on the way employees behave or treat customers is a guideline based on values, traditions, conducts, and norms, that establish the foundation and the standard of performance that makes the organization unique. This way consumers will always prefer this organization for the kind of customer service it has and the way employees make clients feel special.