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From Prescription to Description: A Critique and Reorientation of Service Culture
Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group. Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration.ORCID iD: 0000-0002-2982-9651
2005 (English)In: Managing Service Quality 15(3): 230-244Article in journal (Refereed)
Abstract [en]

A fundamental aim of the service management discourse is the transformation of the culture of organisations to a culture of consistent and coherent service excellence. In this paper, the construction of culture as an effect of service management initiatives is analysed from a sensemaking perspective. The study draws on data from a two-and-a-half-year study of the introduction of service management initiatives at the public hospital in the county of Värmland in Sweden. The study concludes that the program of service management reform creates heterogeneous and conflicting cultures, rather than the coherent and consistent culture of service excellence that it was supposed to produce

Place, publisher, year, edition, pages
2005.
Keyword [en]
service management, sensemaking, organisational culture, reform, health care
National Category
Business Administration
Research subject
Business Administration
Identifiers
URN: urn:nbn:se:kau:diva-19516OAI: oai:DiVA.org:kau-19516DiVA: diva2:593165
Available from: 2013-01-21 Created: 2013-01-21 Last updated: 2014-10-13

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