Your culture is your brand. Customer service shouldn’t just be a department; it
should be the entire company.
Service culture refers to a specialized culture within the broader concept of
organizational culture. Grönroos (1990, p. 224) defines service culture as:
a culture where an appreciation for good service exists, and where giving
good service to internal as well as ultimate, external customers is considered a
natural way of life and one of the most important norms by everyone.