Adolfas Kaziliūnas


The management literature of the last decade has emphasized the strategic role of both organizational culture and quality of services. Culture has been developed by the organizations as a potential basis of a sustainable competitive advantage over their competitors through the quality of services. In the article there in overviewed how human resource management practices influence the service climate and culture of the service delivery systems that employees experience and in which they behave and how these, in turn, get reflected in the service quality delivered to customers. In article it is also presented how to use international quality management systems standards and principles of total quality management for developing organization culture.