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Cite as
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Full Title
MERCATI & COMPETITIVITÀ
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Publisher
FrancoAngeli
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ISSN
1826-7386 (Printed Journal)
1972-4861 (Online Journal)
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Journal Issue Number
3
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Journal Issue Designation
3
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Journal Issue Date (YYYY/MM)
2016/09
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Full Title
Two faces of the same coin: how the interplay between organizational and territorial culture builds the concept of service culture
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By (author)
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First Page
87
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Last Page
109
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Language of text
English
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Publication Date
2016/09
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Copyright
2016 FrancoAngeli srl
Introduction or preface
This paper investigates organizational and territorial culture jointly, and recognizes them as the building blocks of service culture. In addition it aims at understanding how the interplay between the two constructs shapes different typologies of service culture. A theory building logic is followed and a grounded theory approach based on qualitative inquiry is adopted, drawing from in-depth interviews and using case vignettes to identify different service culture typologies. Findings show that a firm's service culture is built through its organizational culture leveraging on the territorial culture of origin (of the company itself) and of destination (where the company is going to provide its services). This interplay can take place in three different ways, which represent different typologies of service culture: a roots-based, an integrative and an adaptive service culture. Results are also relevant for service managers, for better understanding and formalizing their own service culture, and to develop future strategies, for entering new countries or approaching different cultural contexts.
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