Web Poster 3 - The Effects of Corporate Culture on Front-Line Employees

I think this topic is especially important because the front line employee is who the customer interacts with.  The impression the customer takes away can make a big impact on whether the customer will return, especially in retail.  I can think of several instances where I didn't buy an item or started shopping somewhere else because of poor customer service.  It's the organization's responsibility to ensure that their front line employees represent the organization in an appropriate manner.  As Charlemagne points out in the web poster, corporate culture and employee satisfaction impacts how the employee represents the company.  I don't think companies give enough importance to this as poor customer service exists in every organization. Although I'm not sure that organizations are punished enough for their poor customer service, especially nowadays.  With technology, people are being replaced with automated processes.  The most frustrating is calling a customer service representative and trying to communicate with an automated machine.  

The web poster also discussed how decisions taken at the top affect front line employees.   Additionally the web poster discusses how reputation is important and can make or break the success of the organization.  I thought the ideas for future research were also well thought out and the links were very informative.