The basic lessons of change
Managing Service Quality: An International Journal
ISSN: 0960-4529
Article publication date: 1 March 1993
Abstract
Argues that organisations are built around cultural assumptions as much as they are around market assumptions and that an effective service strategy recognises that the two go hand‐in‐hand. Reviewsthree different levels of organisational culture: the artifactual level, values and principles, and underlying assumptions. Details four categories of change, notably in the context of improving service quality. Emphasises the need to recognise the reality of change implementation.
Keywords
Citation
Clutterbuck, D. and Dearlove, D. (1993), "The basic lessons of change", Managing Service Quality: An International Journal, Vol. 3 No. 3, pp. 7-10. https://doi.org/10.1108/EUM0000000003162
Publisher
:MCB UP Ltd
Copyright © 1993, MCB UP Limited