Unlike a firm's mission statement or employee handbook,a firm's culture often:

Question

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A firm's culture often exists as a set of unspoken guidelines, which are not formally written down in a mission statement or employee handbook. It can influence how employees behave towards customers and can ultimately affect a customer's perception of the firm. However, it is not the only factor that customers consider when making purchasing decisions, and a negative culture may not always force customers to look elsewhere for value. A straight rebuy philosophy does not relate to the concept of a firm's culture.

Unlike a Firm's Mission Statement or Employee Handbook,a Firm's Culture