An exploratory study of how a Korean chaebol’s learning culture facilitates customer service

作者: Yang-Im Lee , Peter R.J. Trim

DOI: 10.1080/21639159.2015.1073421

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摘要: This paper explains how the organizational learning concept is used by managers in a global Korean company to promote group work, information sharing and an open communication style order produce high level of customer service. Previously collected data from set in-depth personal interviews undertaken with three senior electronics were analyzed interpreted using grounded theory approach, number propositions are put forward. The research findings show that chaebol deploy identify skilled knowledgeable staff, improve organization’s capability placing emphasis on developing harmonious, mutually oriented relationships permeate throughout organization. Top management demand staff government economic objectives align strategy accordingly so products produced marketable. To achieve this, organization fosters continual interaction among hierarchy. chaebol’s model encapsulates “corollary” (continual communication) “tools” (cultural influence relationship management), manifests unique allows systems evolve naturally.

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