| Summary: | 碩士 === 國立高雄餐旅大學 === 餐旅研究所在職專班 === 106 === This case study aimed to explore the hidden secrets of S coffee chain company’s golden service which included investigating cultural context of the organization through the lens of Water Lily Framework. With a thorough understanding on how the leaders of S Coffee created, shaped and defined organizational culture and further encouraged employee citizenship behavior as well as helped them be acquainted with aforementioned culture through the interaction of organizational culture and employee citizenship behavior, this study unearthed the secrets of S coffee chain company’s successful model. Content analysis and in-depth interview were the two major methods adopted by this study and the sampling technique was purposive sampling to invite 4 employees who received the most positive feedbacks from the customers in the year of 2017. Additionally, the former general manager of S coffee chain company was also invited and therefore five participants in total participated in this study. Quantitative and qualitative data were collected and analyzed to inductively extract research findings. This research discovered the cultural context of S coffee chain company was to cultivate and enhance the ‘people-centered’ concept. Through ‘lead by example’ principle, leaders initiated two-way communication and encouraged employees’ innovativeness. Moreover, promoting community link was also a S coffee chain company’s important policy because employees were considered to be able to practice their intrinsic self-demand via getting involved in activities taking place in the community. By doing so, employees were keener to conduct citizenship behavior such as taking care of customers’ problems as well as be willing to perform acts of kindness. More importantly, S coffee chain company might be able to articulate its positive image as organizational culture. Based on the Water Lily Framework, this research proposed six-phase interaction of S coffee chain company’s organizational culture and employees’ citizenship behavior including cultural influence, alteration of behavior, change of attitude, internalization of value, satisfaction of needs and creation of culture. Successful model of S coffee chain company’s golden service was posited by means of integrating these six phases in real-life practices and which can be a reference to related business management.
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