Creating a Culture of Customer Service
Introduction (what the chapter is about)
Customer service culture can be defined as a set of beliefs, values, or actions that are passed on to employees in an organization. The beliefs, values, and actions are meant to guide the way employees relate with clients, ensuring that the customers get the best services and their needs are met in a satisfying manner (Dwivedi, 1995; Woodside, 2008).
This chapter, therefore, seeks to give a guideline on how to conduct a research on the said topic (Rauner & Maclean, 2009). This follows the already established fact that offering excellent customer services is a