ABSTRACT
Introduction Every organization has a culture. Think about that a moment. The authors, like you, have been to many different types of businesses and government agencies. One trip to the state drivers’ license agency was especially memorable.1 The line was long; the employees were not particularly friendly; and the facility was small and in need of modernization. Getting serviced at that place was a frustrating experience. What a different experience when we later ate at a nice restaurant. The service was friendly, the food arrived fast, and the facility was very modern. In short, the organizational culture in those two places was very different.
