The nature and impact of personal values and organizational values on customer satisfaction

Abstract

This exploratory study reports on the nature and impact of personal values, organizational values and value congruence on customer service satisfaction. Customers from a cleaning service organizaton rated 24 values with respect to how important these values were to the organization. The results of hierarchical multiple regression analyses show that organizational values have a predominant impact on customer service satisfaction. The congruence between personal and organizational values and the direct impact of personal values on customer service satisfaction could not be shown. Moreover, our study indicates that values are multidimensional and that all organizational value clusters have a clear positive impact on customer service satisfaction.