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Case Study: Culture, Morale and Customer Satisfaction: Hilti Group, Schaan, Liechtenstein

In: Employee Morale

Author

Listed:
  • David Bowles

    (Rancho Santa Fe)

  • Cary Cooper

    (Lancaster University)

Abstract

Note: Our case study organization was chosen with three criteria in mind: It should have created a demonstrably high morale culture, proven by employee surveys. This culture should have endured over time. We did not want a “flash in the pan”. It should have won national or international awards for its efforts in this area, demonstrating that it is recognized by industry peers or by specialized outside organizations as setting a particular standard of excellence in the area of morale.

Suggested Citation

  • David Bowles & Cary Cooper, 2009. "Case Study: Culture, Morale and Customer Satisfaction: Hilti Group, Schaan, Liechtenstein," Palgrave Macmillan Books, in: Employee Morale, chapter 0, pages 109-126, Palgrave Macmillan.
    • Handle: RePEc:pal:palchp:978-0-230-25078-9_4
    DOI: 10.1057/9780230250789_4
    as

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