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Failed culture change aimed at more service provision: a test of three agentic factors

Yolanda Jorritsma, Petra; Wilderom, Celeste - In: Journal of Organizational Change Management 25 (2012) 3, pp. 364-391

Purpose – Headquarters managers of a medium‐sized manufacturing company initiated a culture change in five of their dispersed wholesale units. The aim was for more external service quality. This paper aims to report the results of a test of three hypotheses, shedding light on the behavior of...

Persistent link: https://www.econbiz.de/10014891300