The basic lessons of change

Abstract

Argues that organisations are built around cultural assumptions as much as they are around market assumptions and that an effective service strategy recognises that the two go hand‐in‐hand. Reviewsthree different levels of organisational culture: the artifactual level, values and principles, and underlying assumptions. Details four categories of change, notably in the context of improving service quality. Emphasises the need to recognise the reality of change implementation.

Citation

Clutterbuck, D. and Dearlove, D. (1993), "The basic lessons of change", Managing Service Quality: An International Journal, Vol. 3 No. 3, pp. 7-10. https://doi.org/10.1108/EUM0000000003162