Research on the Correlationships Between Customer Management and Performance — A Case Study of Xue Er Si

Citation

Zhang, Xiaojuan. (2020). Research on the correlationships between customer management and performance —A case study of Xue Er Si. (Independent study, Master of Business Administration). Bangkok: Siam University.

Abstract

High turnover rate can have a profound impact on company operations, so the managers must understand what affects turnover intentions. There are many factors affect employees’ turnover intentions, including employee satisfaction, leadership style, etc., however, rarely discusses the establishment of corporate values and how they have an affect on employees’ turnover intention or not. In a company, this corporate value is call company culture. This study tried to explain the relationship between company culture, organizational climate and turnover intention.

A total of 410 questionnaires of this study were issued and 230 were deemed valid. Through structural equation modeling analysis, it was found that company culture can significantly positively affect organizational climate, and organizational climate can significantly negatively affect turnover intention. Also, organizational climate has a full intermediary effect between company culture and turnover intention. It means that clear company culture can bring a good organizational climate, and reduce turnover intention.

The values shared by a company and the company culture can create a good organizational climate, allowing employees to integrate into the company more easily. Employees have a sense of belonging and centripetal force, which can reduce employees’ sense of insecurity and reduce their turnover intentions.

Keywords: Company Culture, Organizational Climate, Turnover Intention.

Research on the Correlationships Between Customer Management and Performance — A Case Study of Xue Er Si

Master of Business Administration (International Program), Siam University, Bangkok, Thailand

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