サービス・フロント組織の条件と変革

抄録

The purpose of this study is to explore 1) the organizational conditions of the Service-Front Organization, which is a service-oriented organization providing good service by employees' autonomous judgment, and 2) the process and methods of organizational change to a service-front organization.Data were collected from two foreign-owned firms, which are well-known as an excellent service firm, and a hospital, which accomplished a successful change to service-front organization.The results indicate that 1) organizational cultures are placed at the core of organization, which enable workers to make good judgments independently in providing service to customer, 2) various and daily practices are employed to permeate organizational cultures among workers and translate them into action, and 3) organizational cultures are congruent with other organizational factors, such as an empowerment to workers, human resources practices, managerial behaviors, etc, which is considered to contribute to form competitive advantage of service-front organization.