QSM (Organizational Culture and Service Quality) Questions With Complete Solutions

A system of meaning shared by the organization's members correct answer: Organizational Culture collective beliefs, assumptions, and feeling about what things are good, normal, rational, valuable, etc. correct answer: Cultural values General Environment correct answer: Social, political, legal, technology, economic Operating environment correct answer: New entrants, substitutes, customer, competition, supplier Internal environment correct answer: Production, Technology, Structure, inputs Characteristics of Organizational culture correct answer: Observed behavioral regularities, philosophy on treatment of employees/customers, rules of employee behavior, organizational climate, dominant values, norms Artifacts of organizational culture correct answer: physical structures, language, rituals and ceremonies, stories and language -social prescriptions of desired behavior -demonstrate that organization objectives are attainable correct answer: Artifacts (Organizational stories) programmed routines correct answer: Rituals planned activities for the audience correct answer: Ceremonies Figure who exemplifies character and deed correct answer: Heroes