Organisational culture influences customer satisfaction

Running Head: BUSINESS RESEARCH METHODS
BUSINESS RESEARCH METHODS
Name of the Student:
Name of University:
Author Note:

1BUSINESS RESEARCH METHODS
Table of Contents
Summary..........................................................................................................................................2
Common themes..............................................................................................................................2
Different themes..............................................................................................................................3
Limitations of the researches...........................................................................................................4
Future research directions................................................................................................................5
Reference.........................................................................................................................................6

2BUSINESS RESEARCH METHODS
Topic: Organisational culture influences customer satisfaction
Summary
Service is considered to be one of the major aspect for the business organisation in order
to establish a better relationship with the customers. Most of the business corporates are tried to
create a direct or digital interaction with the customers in order to get a clear perspective of the
customer behaviours and their satisfaction level while purchasing the product and the services.
From the research of Kashif and Zarkada (2015) it can be found that the social system
perspective is relevant in the context of creating better business relationship between the
frontline employees and the clients or customers. The research pointed out that importance of
emotions of both the customers and the frontline employees that lead to the customer
misbehaviour. Moreover, the research of Jordan, Werner and Venter (2015) advocated about the
positive culture of the organisation that helps the employees to bring proficiency into the
organisational system. From that point of view, it can be argued that the communication with the
employees is depended on the good practice of the organisation and the organisational culture is
the mainstay to enhance the performance and ability of the employees.
In response to this, this literature review aims to conduct an in-depth analysis on the
practice of the organisational culture and tries to find out a correlation between the organisational
culture and the customer satisfaction.
Common themes
All those literatures used in this literature review are tried to create a brief but in-depth
analysis on the influence of organisational culture on the customer satisfaction. It is important to