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Saving the Golden Goose: A Dual Exploration into the Organizational Culture of a Family-Owned Firm and the Impacted DIY Customer Experience

This thesis investigates the influence of organizational culture on customer experience through a comprehensive study of a global supplier of home repair products. By combining organizational analysis and consumer research, this research draws on anthropological principles to explore the nuances of family governance and their effects on behavior, customer experience, and product design. The results of this study present insightful information on product perception and actionable strategies to improve product design, branding, and messaging in order to enhance customer experience and drive sales. Drawing on organizational anthropology and the utilization of critical reflexivity, this thesis provides a deeper understanding of how family-owned businesses can leverage research to challenge their cultural assumptions about products, consumers, and their organization, in order to effectively implement customer-centric solutions and drive organizational behavior, customer experience, and product development.

Identiferoai:union.ndltd.org:unt.edu/info:ark/67531/metadc2179278
Date07 1900
CreatorsHolland, Elizabeth Anglin
ContributorsSquires, Susan, Wasson, Christina, Briody, Elizabeth
PublisherUniversity of North Texas
Source SetsUniversity of North Texas
LanguageEnglish
Detected LanguageEnglish
TypeThesis or Dissertation
FormatText
RightsPublic, Holland, Elizabeth Anglin, Copyright, Copyright is held by the author, unless otherwise noted. All rights Reserved.

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