Final answer:
An organization's culture is more about the internal values, beliefs, attitudes, and systems influencing employees and is not directly what the customer experiences. Though it can affect customer service, it is not synonymous with customer experience.
Step-by-step explanation:
The statement An organization's "culture" is what the customer experiences is False. Organizational culture primarily involves the values, beliefs, attitudes, and systems that influence the employees' behavior within the organization. It encompasses the norms and practices that dictate how a group of people, in this case, the employees and management, interact and make decisions. While the organizational culture can ultimately impact the customer experience indirectly through the actions and service level provided by employees, it is not the direct experience of the culture by the customers.
Organizational culture is a multifaceted concept. It can include observable artifacts like the language and rituals of a company, as well as espoused values, which are the endorsed concepts that guide employee behavior. Additionally, there are basic assumptions that often remain unobserved but underpin the culture. Culture is what you see manifested in everyday activities and interactions and is a crucial aspect of how an organization functions and retains employees. It is also something you are likely to encounter and discuss when interviewing for a job.