Learning Objectives

After reading this chapter, you should be able to

4.1   State why the organization’s leaders are so important to defining, developing, teaching, and maintaining its culture through their words and actions.

4.2   Relate a hospitality organization’s culture to service success.

4.3   Discuss the essential roles the organization’s beliefs, values, and norms play.

4.4   Describe how the external world influences the internal culture.

4.5   Explain how the organization communicates its culture to its employees—through laws, language, stories, legends, heroes, symbols, and rituals.

4.6   Describe how the organization can accomplish the difficult task of changing its culture, if that becomes necessary.