Two faces of the same coin: how the interplay between organizational and territorial culture builds the concept of service culture

This paper investigates organizational and territorial culture jointly, and recognizes them as the building blocks of service culture. In addition it aims at understanding how the interplay between the two constructs shapes different typologies of service culture. A theory building logic is followed and a grounded theory approach based on qualitative inquiry is adopted, drawing from in-depth interviews and using case vignettes to identify...