William H. Macey

Organizational Climate and Culture

Organizational climate and organizational culture theory and research are reviewed. The article is first framed with definitions of the constructs, and preliminary thoughts on their interrelationships are noted. Organizational climate is briefly defined as the meanings people attach to interrelated bundles of experiences they have at work. Organizational culture is briefly defined as the basic assumptions about the world and the values that guide life in organizations. A brief history of climate research is presented, followed by the major accomplishments in research on the topic with regard to levels issues, the foci of climate research, and studies of climate strength. A brief overview of the more recent study of organizational culture is then introduced, followed by samples of important thinking and research on the roles of leadership and national culture in understanding organizational culture and performance and culture as a moderator variable in research in organizational behavior. The final section of the article proposes an integration of climate and culture thinking and research and concludes with practical implications for the management of effective contemporary organizations. Throughout, recommendations are made for additional thinking and research.

Organizational Service Climate Drivers of the American Customer Satisfaction Index (ACSI) and Financial and Market Performance

The climate for service is conceptualized and studied as a correlate of customer satisfaction and corporate financial and market performance, with customer satisfaction as a mediator of the climate-performance relationship. Brief reviews of relevant literatures yield three hypotheses: (1) customer satisfaction will be a significant correlate of organizational financial and market performance, (2) organizational service climate will be a significant correlate of organizational customer satisfaction, and (3) customer satisfaction will mediate the relationship between service climate and financial and market performance. The hypothesized relationships are supported in a 3-year longitudinal study of Fortune 200 service companies (not units within companies) from diverse service sectors with path analyses supporting full mediation for customer satisfaction in the link between service climate and corporate financial and market performance. Management implications for corporate competitive advantage through a focus on service climate are discussed.

Organizational climate and culture : an introduction to theory, research, and practice

Organizacijska klima i kultura spadaju među najvažnije psihosocijalne cimbenike uspjesnog funkcioniranja i razvoja organizacija. Stoga ovi konstrukti sve vise zaokupljaju pažnju kako istraživaca organizacijskog ponasanja, tako i prakticara koji se bave unapređenjem organizacijske ucinkovitosti i optimalnim koristenjem ljudskih resursa. Knjiga je podijeljena u dva dijela. U prvom se dijelu najprije zasebno objasnjavaju pojmovi organizacijske klime i kulture: njihova geneza, razliciti pristupi njihovom određenju i mjerenju te njihov razvoj i posljedice. Slijedi analiza njihovih slicnosti i razlika, te prikaz modela suparnickih vrijednosti koji predstavlja podesan integrativni teorijski okvir za proucavanje i jednog i drugog konstrukta. Drugi dio knjige skraceni je prikaz rezultata empirijskog istraživanja organizacijske klime i kulture u okviru teorije suparnickih vrijednosti. Ono je izvedeno u sklopu jednog međunarodnog projekta kojem je glavni cilj bio izrada adekvatnog mjernog instrumenta za mjerenje i usporedbu organizacijske klime i kulture u organizacijama iz razlicitih zemalja. Istraživanje je imalo dva temeljna cilja: ispitivanje strukture organizacijske klime i kulture u kontekstu teorije suparnickih vrijednosti te analizu njihove povezanosti sa stavovima prema radu i organizaciji. Zavrsava se rezimiranjem otvorenih teorijskih i metodoloskih pitanja te sugestijama za naredna istraživanja.