Abstract

ROBLES ACOSTA, Carlos; MARTINEZ RODRIGUEZ, Edim; ALVITER ROJAS, Laura Edith  and  ORTEGA REYES, Antonio Oswaldo. Perception of the quality culture in family businesses owners of the services sector. Acta univ [online]. 2016, vol.26, n.2, pp.77-92. ISSN 2007-9621.  https://doi.org/10.15174/au.2015.843.

The organizational culture is an issue that becomes important in family businesses due to their complexity and economic importance. The purpose of this research was to characterize the elements of quality culture from the perspective of family businesses leaders’ in the service sector in the State of Mexico. A qualitative approach was used from social constructionism to seek understanding of the phenomenon studied. Results show the predominance of a short-term view, survival aspirations, operational and managerial tacit knowledge, empirical and informal management practices and family participation in management. The most appreciated values are practical commitment to excellence, organizational identity and empathy with the client, while the quality is merely a practice of monitoring finished products and a vocation of service.

Keywords : Organizational culture; quality culture; family business; SME’s; qualitative analysis.

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