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Table of Contents:

Chapter 1: Introduction
1.1 Background of the Study
1.2 Problem Statement
1.3 Research Questions
1.4 Significance of the Study
1.5 Definition of Terms
1.6 Thesis Structure

Chapter 2: Literature Review
2.1 Theoretical Framework of Organizational Culture
2.2 Customer Centricity and Service Excellence
2.3 Relationship between Organizational Culture and Customer Centricity
2.4 Impact of Organizational Culture on Service Excellence
2.5 Previous Studies on the Topic

Chapter 3: Research Methodology
3.1 Research Design
3.2 Data Collection Methods
3.3 Sample Selection
3.4 Data Analysis Techniques
3.5 Ethical Considerations

Chapter 4: Discussion of Findings
4.1 Analysis of Data
4.2 Interpretation of Results
4.3 Comparison with Literature
4.4 Implications for Practice
4.5 Recommendations for Future Research

Chapter 5: Conclusion and Summary
5.1 Summary of Findings
5.2 Conclusion
5.3 Practical Implications
5.4 Limitations of the Study
5.5 Suggestions for Further Research

Brief Overview:

The role of organizational culture in customer-centricity and service excellence is a critical aspect of business management. Organizational culture refers to the values, beliefs, and behaviors that shape the way employees interact within an organization. Customer-centricity, on the other hand, focuses on creating a customer-focused environment where customer needs and expectations are prioritized. Service excellence is the ability of an organization to consistently deliver exceptional customer service.

This study aims to explore the relationship between organizational culture, customer-centricity, and service excellence. By examining the impact of organizational culture on customer-centric practices and service delivery, the research seeks to provide insights into how businesses can create a customer-centric culture that fosters service excellence.

Through a comprehensive literature review, research methodology, and analysis of findings, this study will contribute to the existing body of knowledge on the topic. The results of the study will help organizations understand the importance of organizational culture in achieving customer-centricity and service excellence, and provide practical recommendations for improving customer service practices.

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