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本文是留学生assignment范文，主要内容是分别解释组织文化和顾客满意度的相关定义，并且分析组织文化对顾客满意的影响。

Researches by some academics have made it known that a company’s culture is closely linked to its effectiveness and efficiency (Kotter & Heskett, 1992). In addition, according to (Morgeson, & Krishnan, 2006) customer satisfaction is an increasingly significant factor of an effective organization in today’s competitive business setting. Prospects arising from increase in globalization by companies, advancement in technology, and outsourcing have meant that companies are increasingly turning their attention to laying greater emphasis on customer service across national borders in order to reduce costs, while at the same time trying to increase customer user-friendliness through day-to-day activities of the firm.

ORGANISATIONAL CULTURE 组织文化
(Shein 1996), defined culture as: ‘a pattern of basic assumptions that a group has invented, discovered or developed in learning to cope with its problems of external adaptation and internal integration, and that have worked well enough to be considered valid, and therefore, to be taught to new members as the correct way to perceive, think, and feel in relation to those problems.’

Other shared definitions by learned scholars refer to organisational culture as “pattern of shared values and beliefs that help individuals understand organizational functioning and thus provide them with the norms for behavior in the organization”(Deshpande and Webster 1989), “a set of cognitions shared by members of a social unit” (O’Reilly et al., 1991). According to (Laurie 2008), organisational culture is a combination of traditions, values, policies, beliefs, and attitude that establishes a general framework for everything done in an organisation. It can also refer to the form of beliefs, values, and ways of managing experience that have developed during the course of the organisation’s history, and becomes noticeable in its material arrangements and the behaviour of its members. (Brown 1998). (Gupta 2009), in his write up, opined that organisational culture is a set of unwritten rules meant to guide the employees towards an standardardised and rewarding behaviour.

TYPES AND MODELS OF ORGANISATIONAL CULTURE 组织文化的类型和模式
In order to appreciate the incorporation of organisational culture, it is very important to examine and search for different models to improve the understanding of the concept of organizational culture.

1. Schein’s Three Layer Organizational Model
These three layers as explained by (Shein 1996) below are stages of organisational culture that should be categorized carefully with the purpose of avoiding any theoretical misperception.

Artefacts and Creations – the Artefact and Creation layer is the observable stage of corporate culture, it includes the social environment. Usually researchers study the artistic productions, technological output, physical space in the artefacts and Creations stage.

Values – usually values symbolize the significant things for individuals, they are affective wants or needs and conscious. The existence of values is very important for the organization in order to function competently and share ideals among staff.

Basic Assumptions – a specific group of individuals study how to manage and handle the difficulties of internal integration and external adaptation through developing and discovering the assumptions.

1. Denison’s Effectiveness and Culture Model
The effectiveness and culture model for (Denison 1990) represents the relationship between management, corporate culture, effectiveness and finally the performance of the organization. This model is equipped to stress the important association in management practices with the beliefs and principles when examining the effectiveness and culture of the organization and its performance.

Involvement – this feature includes constructing the individual ability, responsibility, duty and ownership. Corporate culture is described as “highly involved” strongly support participation and generate a sense of responsibility.

Adaptability – the adaptability feature means translating the environmental business demands into action.

Consistency – is the vital source of power, course, formation and integration.

Mission -is the long-term trend for the corporation.

According to (Laurie 2008) organisational culture can be grouped into four main classes namely power culture, role culture, task culture, and person culture.