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• The shift from Office to Customer Oriented Culture: the Case of the Hungarian Post: Liberalizáció és szervezeti változások a postai szektorban

  143-158

  Eva Farkas

  Maria Petrovics

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  269

  The case study is conducted within the framework of organizational change and organization innovation, and examines the changes in knowledge requirements and the alterations caused by the liberalization generated by the Magyar Posta Zrt. The study focuses on the transformation of official attitudes, the make up of the required knowledge and how organizational changes have facilitated the development of a customer-oriented organizational structure. Based on the interviews conducted, the conclusion is that the process of “providing service ex-officio” has not yet been completed, but the employees are increasingly becoming involved in a client-centred approach. On the management level the preservation of the hierarchy and the status quo have more importance than the expression of the new organizational values.

  Journal of Economic Literature (JEL) classifications: D23, M14