Open Access
American Research Journal of Business and Management
ISSN (Online): 2379-1047
DOI: 10.46568/arjbm
Cultures’ Environment “Moments of Truth”
Abstract
In this work we are going to analyze the data collected from three services environment cultures which
in our case are the airlines: United airlines, Hawaiian airlines and Delta airlines. We have selected airlines
organizations to conduct participant observation and ethnographic methods to collect "moments of truth" data.
The data collected in our team's observations will be used to describe and analyze the cultural values apparent in
the organization. However, we have selected three different airlines to be under our observation for several times.
Nowadays consumers, employees and investors are more aware than ever of the activities going on in the
business sector. Organizations may need to have specific organizational structures.
Organizational culture is defined as the field of study that explores the impact that people, groups and structure
have on the behaviors inside an organization. The main aim of applying such knowledge is to improve the
effectiveness of organization. Therefore, managing organizational culture is indispensable for every modern day
organization for it to sustain its dynamic existence and compete effectively with other organizations of its era. An
organization’s ability to change is often a make-or-break proposition in today’s competitive marketplace. The
three service environments have their own cultural values prevalent and this report aims at analyzing them to see
which service environment got the right combination.
