The impact of service orientation in corporate culture on business performance in manufacturing companies

Purpose – The purpose of this paper is to examine if there is a relationship between the interdependence among different components of service culture and performance. This paper also contributes to the discussion on how integrating or separating the service organization from the product organization interacts with service culture.Design/methodology/approach – Data are collected through a survey and structural equation modeling is used for the data analysis.Findings – The three main findings are: identified interactions among different elements of service orientation in corporate culture, the positive association between the service orientation of corporate culture and business performance, and the moderating effects of the type of organizational structure on interactions among service‐orientation elements in corporate culture.Research limitations/implications – There may be alternative explanations for the correlations in the model. There are limitations in survey research in measuring service orientatio...

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