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    An exploratory study of how a Korean chaebol’s learning culture facilitates customer service

    Lee, Y.-I. and Trim, Peter R.J. (2015) An exploratory study of how a Korean chaebol’s learning culture facilitates customer service. Journal of Global Scholars of Marketing Science 25 (4), pp. 338-357. ISSN 2163-9159.

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    This paper explains how the organizational learning concept is used by managers in a global Korean company to promote group work, information sharing and an open communication style in order to produce a high level of customer service. Previously collected data from a set of in-depth personal interviews undertaken with three senior managers in a Korean electronics company were analyzed and interpreted using the grounded theory approach, and a number of propositions are put forward. The research findings show that managers in a chaebol deploy organizational learning to identify skilled and knowledgeable staff, and improve the organization’s capability by placing emphasis on developing harmonious, mutually oriented relationships that permeate throughout the organization. Top management demand that staff identify with government economic objectives and align the organization’s strategy accordingly so that the products produced are marketable. To achieve this, the organization fosters continual interaction among managers throughout the organization’s hierarchy. The chaebol’s organizational learning model encapsulates a “corollary” (continual communication) and “tools” (cultural influence and relationship management), and manifests in a unique strategy that allows management systems to evolve naturally.


    Item Type: Article
    Keyword(s) / Subject(s): culture, knowledge, learning, marketing, service, strategy
    School: Birkbeck Faculties and Schools > Faculty of Business and Law > Birkbeck Business School
    Depositing User: Peter Trim
    Date Deposited: 06 Feb 2017 07:41
    Last Modified: 02 Aug 2023 17:31


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