Survey finds top management's role enhances customer satisfaction in Odisha's retail sector, indicating a shift in organizational culture.
This study investigates the catalysts of organizational effectiveness and their profound impact on organizational culture in the retail sector of Odisha. With the retail industry booming in India, driven by economic growth, demographic shifts, and evolving consumer preferences, this research explores the crucial role of top management in fostering a culture of equality, delegation, and customer-centricity. A survey of 102 customers in Bhubaneswar city reveals that top management's attitude towards customers, delegation to subordinates, and policies facilitating customer development significantly influence organizational effectiveness. The findings suggest that top management plays a pivotal role in creating a conducive environment that empowers employees to deliver exceptional customer satisfaction, ultimately triggering a culture of excellence in retail organizations.
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Chandrasekhar et al. (2025) studied this question.
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