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Why Should Service Organizations Be Concerned with Their Customers' Zones

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Why should service organizations be concerned with their customers' zones of tolerance?


Definitions:

Internal Integration

Pertains to the process by which the members of an organization share values, create a collective identity, and work cohesively across internal divisions.

External Adaptation

The process by which an organization or individual adjusts and changes in response to external environmental conditions.

Ethical Culture

Represents the character or ethos of an organization that guides how its members behave based on shared values and ethical standards; it is reflected in policies, practices, and leadership behavior.

Moral Standards

Principles or rules of conduct that distinguish between right and wrong behavior for individuals or groups.

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