Philippine E-Journals

SERVICE CULTURE: A LOOK INTO THE MANOR’S SYMBOLIC DIMENSION

Jamie G. Miranda | Nicole Espinosa | Anginette M. Javier | Josefina G. San Miguel

Discipline: Hotel and Restaurant Management

 

Abstract:

Service culture is the appreciation for good service both to internal and external customers as it is considered a natural way of life in the organization. Organizational effectiveness involves both the technical (includes processes and policies) and symbolic dimensions (knowing and working with the culture of the organization). While the technical/structural dimension focuses on organizing, planning, and implementing changes, the symbolic aspect highlights the importance of working with the complex, human elements of service culture. Only when these two are given equal focus will synergy exist, thus producing total customer service that is greater in sum than when only the technical side of service is given focus.