{"id":148430,"date":"2023-10-10T18:33:39","date_gmt":"2023-10-10T21:33:39","guid":{"rendered":"https:\/\/sandbox2.institutopmg.com\/itsm\/defining-good-service-culture-a-two-way-street\/"},"modified":"2025-12-10T18:11:23","modified_gmt":"2025-12-10T21:11:23","slug":"defining-good-service-culture-a-two-way-street","status":"publish","type":"post","link":"https:\/\/sandbox2.institutopmg.com\/en\/defining-good-service-culture-a-two-way-street\/","title":{"rendered":"Defining Good Service Culture: A Two-Way Street"},"content":{"rendered":"<p>Hey there, tech team! Let\u2019s tackle a conundrum today: What defines a good service culture? And, spoiler alert: what seems &#8220;good&#8221; might just depend on who you ask. Let\u2019s dive deep into the two sides of the coin.<\/p>\n<p><strong>Also read:<a href=\"https:\/\/itsmhouse.com\/what-is-itil-4-definitive-guide-to-itil-4\/\"> The Definitive Guide to ITIL 4<\/a><\/strong><\/p>\n<div id=\"ez-toc-container\" class=\"ez-toc-v2_0_82_1 counter-hierarchy ez-toc-counter ez-toc-grey ez-toc-container-direction\">\n<div class=\"ez-toc-title-container\">\n<p class=\"ez-toc-title\" style=\"cursor:inherit\">Navegue por t\u00f3picos de interesse:<\/p>\n<span class=\"ez-toc-title-toggle\"><a href=\"#\" class=\"ez-toc-pull-right ez-toc-btn ez-toc-btn-xs ez-toc-btn-default ez-toc-toggle\" aria-label=\"Toggle Table of Content\"><span class=\"ez-toc-js-icon-con\"><span class=\"\"><span class=\"eztoc-hide\" style=\"display:none;\">Toggle<\/span><span class=\"ez-toc-icon-toggle-span\"><svg style=\"fill: #999;color:#999\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" class=\"list-377408\" width=\"20px\" height=\"20px\" viewBox=\"0 0 24 24\" fill=\"none\"><path d=\"M6 6H4v2h2V6zm14 0H8v2h12V6zM4 11h2v2H4v-2zm16 0H8v2h12v-2zM4 16h2v2H4v-2zm16 0H8v2h12v-2z\" fill=\"currentColor\"><\/path><\/svg><svg style=\"fill: #999;color:#999\" class=\"arrow-unsorted-368013\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"10px\" height=\"10px\" viewBox=\"0 0 24 24\" version=\"1.2\" baseProfile=\"tiny\"><path d=\"M18.2 9.3l-6.2-6.3-6.2 6.3c-.2.2-.3.4-.3.7s.1.5.3.7c.2.2.4.3.7.3h11c.3 0 .5-.1.7-.3.2-.2.3-.5.3-.7s-.1-.5-.3-.7zM5.8 14.7l6.2 6.3 6.2-6.3c.2-.2.3-.5.3-.7s-.1-.5-.3-.7c-.2-.2-.4-.3-.7-.3h-11c-.3 0-.5.1-.7.3-.2.2-.3.5-.3.7s.1.5.3.7z\"\/><\/svg><\/span><\/span><\/span><\/a><\/span><\/div>\n<nav><ul class='ez-toc-list ez-toc-list-level-1 ' ><li class='ez-toc-page-1 ez-toc-heading-level-4'><a class=\"ez-toc-link ez-toc-heading-1\" href=\"https:\/\/sandbox2.institutopmg.com\/en\/defining-good-service-culture-a-two-way-street\/#The_Consumers_Take_on_%E2%80%9CGood%E2%80%9D\" >The Consumer&#8217;s Take on &#8220;Good&#8221;<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-4'><a class=\"ez-toc-link ez-toc-heading-2\" href=\"https:\/\/sandbox2.institutopmg.com\/en\/defining-good-service-culture-a-two-way-street\/#The_Service_Providers_Lens_on_%E2%80%9CGood%E2%80%9D\" >The Service Provider&#8217;s Lens on &#8220;Good&#8221;<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-4'><a class=\"ez-toc-link ez-toc-heading-3\" href=\"https:\/\/sandbox2.institutopmg.com\/en\/defining-good-service-culture-a-two-way-street\/#Closing_Thoughts\" >Closing Thoughts<\/a><\/li><\/ul><\/nav><\/div>\n<h4><span class=\"ez-toc-section\" id=\"The_Consumers_Take_on_%E2%80%9CGood%E2%80%9D\"><\/span><strong>The Consumer&#8217;s Take on &#8220;Good&#8221;<\/strong><span class=\"ez-toc-section-end\"><\/span><\/h4>\n<p>When consumers think &#8220;good,&#8221; it&#8217;s not about freebies or discounts. No, siree! It\u2019s more profound:<\/p>\n<ol>\n<li><strong>Empathy is Key:<\/strong> Consumers need to feel that the provider genuinely took a moment to understand their unique needs.<\/li>\n<li><strong>Ownership Matters:<\/strong> When they raise a concern, consumers want someone to say, \u201cI\u2019ve got this!\u201d<\/li>\n<li><strong>Transparency Rocks:<\/strong> Knowing that someone\u2019s on the case without needing to chase for updates? Priceless.<\/li>\n<li><strong>Seamless Escalations:<\/strong> If an issue does need to escalate, it shouldn\u2019t be a pain for the consumer.<\/li>\n<li><strong>Feedback Loop:<\/strong> Post-service, a simple check-in can make a world of difference. Was everything satisfactory?<\/li>\n<\/ol>\n<h4><span class=\"ez-toc-section\" id=\"The_Service_Providers_Lens_on_%E2%80%9CGood%E2%80%9D\"><\/span><strong>The Service Provider&#8217;s Lens on &#8220;Good&#8221;<\/strong><span class=\"ez-toc-section-end\"><\/span><\/h4>\n<p>Now, flip the script and think of the folks delivering the service. Their definition of &#8220;good&#8221; hinges on:<\/p>\n<ol>\n<li><strong>Clear Roles:<\/strong> Everyone needs to know their part, the goals, and how these correlate with consumer experience.<\/li>\n<li><strong>Ample Resources:<\/strong> It&#8217;s tough to deliver top-notch service with hands tied behind the back. Resources, both in terms of tools and personnel, are crucial.<\/li>\n<li><strong>Employee Voice Matters:<\/strong> Staff feedback isn\u2019t just for show; it gets implemented.<\/li>\n<li><strong>Engagement &amp; Alignment:<\/strong> When staff feels their values and the company&#8217;s objectives synchronize, magic happens.<\/li>\n<li><strong>Trust in Management:<\/strong> The belief that the higher-ups have their backs creates a positive work environment.<\/li>\n<li><strong>Empowerment:<\/strong> Staff should have the agency to make decisions that favor the consumer.<\/li>\n<li><strong>Walk the Talk:<\/strong> It&#8217;s not about fancy speeches but about actions that match the words.<\/li>\n<li><strong>Feeling Valued:<\/strong> When the staff feels treasured, they go the extra mile.<\/li>\n<li><strong>Natural Team Spirit:<\/strong> Collaboration shouldn\u2019t be forced. It should be organic.<\/li>\n<li><strong>No-Blame Game:<\/strong> Mistakes happen. Pointing fingers? Not cool. Learning and moving forward? Very cool.<\/li>\n<\/ol>\n<h4><span class=\"ez-toc-section\" id=\"Closing_Thoughts\"><\/span><strong>Closing Thoughts<\/strong><span class=\"ez-toc-section-end\"><\/span><\/h4>\n<p>Service culture isn&#8217;t just about meeting metrics or ticking boxes. It\u2019s about forging connections, whether that&#8217;s with consumers or within the service team. It\u2019s a two-way street with mutual respect, understanding, and growth. So, whether you\u2019re on the receiving end or the delivering side of <a href=\"https:\/\/www.axelos.com\/certifications\/itil-service-management\">service<\/a>, let&#8217;s create a culture that truly resonates with &#8220;good&#8221;.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Hey there, tech team! Let\u2019s tackle a conundrum today: What defines a good service culture? And, spoiler alert: what seems &#8220;good&#8221; might just depend on who you ask. Let\u2019s dive deep into the two sides of the coin. Also read: The Definitive Guide to ITIL 4 The Consumer&#8217;s Take on &#8220;Good&#8221; When consumers think &#8220;good,&#8221; [&hellip;]<\/p>\n","protected":false},"author":85233,"featured_media":148431,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[9438,9433],"tags":[10524,10525,10526,10527,10528,10166,9942,10529,10530],"class_list":["post-148430","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-t-itsmf","category-tutorials","tag-consumer-perspective","tag-empathy-in-business","tag-employee-engagement","tag-provider-perspective","tag-resource-management","tag-service-culture","tag-team-collaboration","tag-tech-service","tag-trust-in-management"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.0 (Yoast SEO v27.2) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Defining Good Service Culture: A Two-Way Street - PMG Academy<\/title>\n<meta name=\"description\" content=\"Dive into what defines a good service culture from both the consumer&#039;s and service provider&#039;s perspectives.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/sandbox2.institutopmg.com\/en\/defining-good-service-culture-a-two-way-street\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Defining Good Service Culture: A Two-Way Street\" \/>\n<meta property=\"og:description\" content=\"Dive into what defines a good service culture from both the consumer&#039;s and service provider&#039;s perspectives.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/sandbox2.institutopmg.com\/en\/defining-good-service-culture-a-two-way-street\/\" \/>\n<meta property=\"og:site_name\" content=\"PMG Academy\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/PMG.Academy.Brasil\" \/>\n<meta property=\"article:author\" content=\"https:\/\/www.facebook.com\/adriano.martinsantonio\" \/>\n<meta property=\"article:published_time\" content=\"2023-10-10T21:33:39+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2025-12-10T21:11:23+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/sandbox2.institutopmg.com\/wp-content\/uploads\/2025\/12\/volunteers-teaming-up-organize-donations-charity-1-1024x683.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"1024\" \/>\n\t<meta property=\"og:image:height\" content=\"683\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"Adriano Martins Antonio\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Adriano Martins Antonio\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"3 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/sandbox2.institutopmg.com\/en\/defining-good-service-culture-a-two-way-street\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/sandbox2.institutopmg.com\/en\/defining-good-service-culture-a-two-way-street\/\"},\"author\":{\"name\":\"Adriano Martins Antonio\",\"@id\":\"https:\/\/sandbox2.institutopmg.com\/en\/#\/schema\/person\/4ff5bc0806b04dd72d25d14a443360e7\"},\"headline\":\"Defining Good Service Culture: A Two-Way Street\",\"datePublished\":\"2023-10-10T21:33:39+00:00\",\"dateModified\":\"2025-12-10T21:11:23+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/sandbox2.institutopmg.com\/en\/defining-good-service-culture-a-two-way-street\/\"},\"wordCount\":403,\"commentCount\":0,\"publisher\":{\"@id\":\"https:\/\/sandbox2.institutopmg.com\/en\/#organization\"},\"image\":{\"@id\":\"https:\/\/sandbox2.institutopmg.com\/en\/defining-good-service-culture-a-two-way-street\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/sandbox2.institutopmg.com\/wp-content\/uploads\/2025\/12\/volunteers-teaming-up-organize-donations-charity-1.jpg\",\"keywords\":[\"Consumer Perspective\",\"Empathy in Business\",\"Employee Engagement\",\"Provider Perspective\",\"Resource Management\",\"service culture\",\"team collaboration\",\"Tech Service\",\"Trust in Management\"],\"articleSection\":[\"T-ITSMF\",\"Tutorials\"],\"inLanguage\":\"en-US\",\"potentialAction\":[{\"@type\":\"CommentAction\",\"name\":\"Comment\",\"target\":[\"https:\/\/sandbox2.institutopmg.com\/en\/defining-good-service-culture-a-two-way-street\/#respond\"]}]},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/sandbox2.institutopmg.com\/en\/defining-good-service-culture-a-two-way-street\/\",\"url\":\"https:\/\/sandbox2.institutopmg.com\/en\/defining-good-service-culture-a-two-way-street\/\",\"name\":\"Defining Good Service Culture: A Two-Way Street - PMG Academy\",\"isPartOf\":{\"@id\":\"https:\/\/sandbox2.institutopmg.com\/en\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\/\/sandbox2.institutopmg.com\/en\/defining-good-service-culture-a-two-way-street\/#primaryimage\"},\"image\":{\"@id\":\"https:\/\/sandbox2.institutopmg.com\/en\/defining-good-service-culture-a-two-way-street\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/sandbox2.institutopmg.com\/wp-content\/uploads\/2025\/12\/volunteers-teaming-up-organize-donations-charity-1.jpg\",\"datePublished\":\"2023-10-10T21:33:39+00:00\",\"dateModified\":\"2025-12-10T21:11:23+00:00\",\"description\":\"Dive into what defines a good service culture from both the consumer's and service provider's perspectives.\",\"breadcrumb\":{\"@id\":\"https:\/\/sandbox2.institutopmg.com\/en\/defining-good-service-culture-a-two-way-street\/#breadcrumb\"},\"inLanguage\":\"en-US\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\/\/sandbox2.institutopmg.com\/en\/defining-good-service-culture-a-two-way-street\/\"]}]},{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\/\/sandbox2.institutopmg.com\/en\/defining-good-service-culture-a-two-way-street\/#primaryimage\",\"url\":\"https:\/\/sandbox2.institutopmg.com\/wp-content\/uploads\/2025\/12\/volunteers-teaming-up-organize-donations-charity-1.jpg\",\"contentUrl\":\"https:\/\/sandbox2.institutopmg.com\/wp-content\/uploads\/2025\/12\/volunteers-teaming-up-organize-donations-charity-1.jpg\",\"width\":7900,\"height\":5267},{\"@type\":\"BreadcrumbList\",\"@id\":\"https:\/\/sandbox2.institutopmg.com\/en\/defining-good-service-culture-a-two-way-street\/#breadcrumb\",\"itemListElement\":[{\"@type\":\"ListItem\",\"position\":1,\"name\":\"Tutorials\",\"item\":\"https:\/\/sandbox2.institutopmg.com\/en\/tutorials\/\"},{\"@type\":\"ListItem\",\"position\":2,\"name\":\"T-ITSMF\",\"item\":\"https:\/\/sandbox2.institutopmg.com\/en\/tutorials\/t-itsmf\/\"},{\"@type\":\"ListItem\",\"position\":3,\"name\":\"Defining Good Service Culture: A Two-Way Street\"}]},{\"@type\":\"WebSite\",\"@id\":\"https:\/\/sandbox2.institutopmg.com\/en\/#website\",\"url\":\"https:\/\/sandbox2.institutopmg.com\/en\/\",\"name\":\"PMG Academy\",\"description\":\"Seu portal de estudos de ITSM, Cyber, EGIT e Projetos \u00c1geis\",\"publisher\":{\"@id\":\"https:\/\/sandbox2.institutopmg.com\/en\/#organization\"},\"potentialAction\":[{\"@type\":\"SearchAction\",\"target\":{\"@type\":\"EntryPoint\",\"urlTemplate\":\"https:\/\/sandbox2.institutopmg.com\/en\/?s={search_term_string}\"},\"query-input\":{\"@type\":\"PropertyValueSpecification\",\"valueRequired\":true,\"valueName\":\"search_term_string\"}}],\"inLanguage\":\"en-US\"},{\"@type\":\"Organization\",\"@id\":\"https:\/\/sandbox2.institutopmg.com\/en\/#organization\",\"name\":\"PMG Academy\",\"url\":\"https:\/\/sandbox2.institutopmg.com\/en\/\",\"logo\":{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\/\/sandbox2.institutopmg.com\/en\/#\/schema\/logo\/image\/\",\"url\":\"https:\/\/sandbox2.institutopmg.com\/wp-content\/uploads\/2021\/02\/cropped-Asset-1@azul-1.png\",\"contentUrl\":\"https:\/\/sandbox2.institutopmg.com\/wp-content\/uploads\/2021\/02\/cropped-Asset-1@azul-1.png\",\"width\":6964,\"height\":2938,\"caption\":\"PMG Academy\"},\"image\":{\"@id\":\"https:\/\/sandbox2.institutopmg.com\/en\/#\/schema\/logo\/image\/\"},\"sameAs\":[\"https:\/\/www.facebook.com\/PMG.Academy.Brasil\"]},{\"@type\":\"Person\",\"@id\":\"https:\/\/sandbox2.institutopmg.com\/en\/#\/schema\/person\/4ff5bc0806b04dd72d25d14a443360e7\",\"name\":\"Adriano Martins Antonio\",\"image\":{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\/\/media.pmgacademy.com\/wp-content\/uploads\/2022\/07\/23180854\/Adriano-PNG-100x100.png\",\"url\":\"https:\/\/media.pmgacademy.com\/wp-content\/uploads\/2022\/07\/23180854\/Adriano-PNG-100x100.png\",\"contentUrl\":\"https:\/\/media.pmgacademy.com\/wp-content\/uploads\/2022\/07\/23180854\/Adriano-PNG-100x100.png\",\"caption\":\"Adriano Martins Antonio\"},\"sameAs\":[\"https:\/\/www.facebook.com\/adriano.martinsantonio\"],\"url\":\"https:\/\/sandbox2.institutopmg.com\/en\/author\/adrianopmgacademy-coms\/\"}]}<\/script>\n<!-- \/ Yoast SEO Premium plugin. -->","yoast_head_json":{"title":"Defining Good Service Culture: A Two-Way Street - PMG Academy","description":"Dive into what defines a good service culture from both the consumer's and service provider's perspectives.","robots":{"index":"index","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"canonical":"https:\/\/sandbox2.institutopmg.com\/en\/defining-good-service-culture-a-two-way-street\/","og_locale":"en_US","og_type":"article","og_title":"Defining Good Service Culture: A Two-Way Street","og_description":"Dive into what defines a good service culture from both the consumer's and service provider's perspectives.","og_url":"https:\/\/sandbox2.institutopmg.com\/en\/defining-good-service-culture-a-two-way-street\/","og_site_name":"PMG Academy","article_publisher":"https:\/\/www.facebook.com\/PMG.Academy.Brasil","article_author":"https:\/\/www.facebook.com\/adriano.martinsantonio","article_published_time":"2023-10-10T21:33:39+00:00","article_modified_time":"2025-12-10T21:11:23+00:00","og_image":[{"width":1024,"height":683,"url":"https:\/\/sandbox2.institutopmg.com\/wp-content\/uploads\/2025\/12\/volunteers-teaming-up-organize-donations-charity-1-1024x683.jpg","type":"image\/jpeg"}],"author":"Adriano Martins Antonio","twitter_card":"summary_large_image","twitter_misc":{"Written by":"Adriano Martins Antonio","Est. reading time":"3 minutes"},"schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":"Article","@id":"https:\/\/sandbox2.institutopmg.com\/en\/defining-good-service-culture-a-two-way-street\/#article","isPartOf":{"@id":"https:\/\/sandbox2.institutopmg.com\/en\/defining-good-service-culture-a-two-way-street\/"},"author":{"name":"Adriano Martins Antonio","@id":"https:\/\/sandbox2.institutopmg.com\/en\/#\/schema\/person\/4ff5bc0806b04dd72d25d14a443360e7"},"headline":"Defining Good Service Culture: A Two-Way Street","datePublished":"2023-10-10T21:33:39+00:00","dateModified":"2025-12-10T21:11:23+00:00","mainEntityOfPage":{"@id":"https:\/\/sandbox2.institutopmg.com\/en\/defining-good-service-culture-a-two-way-street\/"},"wordCount":403,"commentCount":0,"publisher":{"@id":"https:\/\/sandbox2.institutopmg.com\/en\/#organization"},"image":{"@id":"https:\/\/sandbox2.institutopmg.com\/en\/defining-good-service-culture-a-two-way-street\/#primaryimage"},"thumbnailUrl":"https:\/\/sandbox2.institutopmg.com\/wp-content\/uploads\/2025\/12\/volunteers-teaming-up-organize-donations-charity-1.jpg","keywords":["Consumer Perspective","Empathy in Business","Employee Engagement","Provider Perspective","Resource Management","service culture","team collaboration","Tech Service","Trust in Management"],"articleSection":["T-ITSMF","Tutorials"],"inLanguage":"en-US","potentialAction":[{"@type":"CommentAction","name":"Comment","target":["https:\/\/sandbox2.institutopmg.com\/en\/defining-good-service-culture-a-two-way-street\/#respond"]}]},{"@type":"WebPage","@id":"https:\/\/sandbox2.institutopmg.com\/en\/defining-good-service-culture-a-two-way-street\/","url":"https:\/\/sandbox2.institutopmg.com\/en\/defining-good-service-culture-a-two-way-street\/","name":"Defining Good Service Culture: A Two-Way Street - PMG Academy","isPartOf":{"@id":"https:\/\/sandbox2.institutopmg.com\/en\/#website"},"primaryImageOfPage":{"@id":"https:\/\/sandbox2.institutopmg.com\/en\/defining-good-service-culture-a-two-way-street\/#primaryimage"},"image":{"@id":"https:\/\/sandbox2.institutopmg.com\/en\/defining-good-service-culture-a-two-way-street\/#primaryimage"},"thumbnailUrl":"https:\/\/sandbox2.institutopmg.com\/wp-content\/uploads\/2025\/12\/volunteers-teaming-up-organize-donations-charity-1.jpg","datePublished":"2023-10-10T21:33:39+00:00","dateModified":"2025-12-10T21:11:23+00:00","description":"Dive into what defines a good service culture from both the consumer's and service provider's perspectives.","breadcrumb":{"@id":"https:\/\/sandbox2.institutopmg.com\/en\/defining-good-service-culture-a-two-way-street\/#breadcrumb"},"inLanguage":"en-US","potentialAction":[{"@type":"ReadAction","target":["https:\/\/sandbox2.institutopmg.com\/en\/defining-good-service-culture-a-two-way-street\/"]}]},{"@type":"ImageObject","inLanguage":"en-US","@id":"https:\/\/sandbox2.institutopmg.com\/en\/defining-good-service-culture-a-two-way-street\/#primaryimage","url":"https:\/\/sandbox2.institutopmg.com\/wp-content\/uploads\/2025\/12\/volunteers-teaming-up-organize-donations-charity-1.jpg","contentUrl":"https:\/\/sandbox2.institutopmg.com\/wp-content\/uploads\/2025\/12\/volunteers-teaming-up-organize-donations-charity-1.jpg","width":7900,"height":5267},{"@type":"BreadcrumbList","@id":"https:\/\/sandbox2.institutopmg.com\/en\/defining-good-service-culture-a-two-way-street\/#breadcrumb","itemListElement":[{"@type":"ListItem","position":1,"name":"Tutorials","item":"https:\/\/sandbox2.institutopmg.com\/en\/tutorials\/"},{"@type":"ListItem","position":2,"name":"T-ITSMF","item":"https:\/\/sandbox2.institutopmg.com\/en\/tutorials\/t-itsmf\/"},{"@type":"ListItem","position":3,"name":"Defining Good Service Culture: A Two-Way Street"}]},{"@type":"WebSite","@id":"https:\/\/sandbox2.institutopmg.com\/en\/#website","url":"https:\/\/sandbox2.institutopmg.com\/en\/","name":"PMG Academy","description":"Seu portal de estudos de ITSM, Cyber, EGIT e Projetos \u00c1geis","publisher":{"@id":"https:\/\/sandbox2.institutopmg.com\/en\/#organization"},"potentialAction":[{"@type":"SearchAction","target":{"@type":"EntryPoint","urlTemplate":"https:\/\/sandbox2.institutopmg.com\/en\/?s={search_term_string}"},"query-input":{"@type":"PropertyValueSpecification","valueRequired":true,"valueName":"search_term_string"}}],"inLanguage":"en-US"},{"@type":"Organization","@id":"https:\/\/sandbox2.institutopmg.com\/en\/#organization","name":"PMG Academy","url":"https:\/\/sandbox2.institutopmg.com\/en\/","logo":{"@type":"ImageObject","inLanguage":"en-US","@id":"https:\/\/sandbox2.institutopmg.com\/en\/#\/schema\/logo\/image\/","url":"https:\/\/sandbox2.institutopmg.com\/wp-content\/uploads\/2021\/02\/cropped-Asset-1@azul-1.png","contentUrl":"https:\/\/sandbox2.institutopmg.com\/wp-content\/uploads\/2021\/02\/cropped-Asset-1@azul-1.png","width":6964,"height":2938,"caption":"PMG Academy"},"image":{"@id":"https:\/\/sandbox2.institutopmg.com\/en\/#\/schema\/logo\/image\/"},"sameAs":["https:\/\/www.facebook.com\/PMG.Academy.Brasil"]},{"@type":"Person","@id":"https:\/\/sandbox2.institutopmg.com\/en\/#\/schema\/person\/4ff5bc0806b04dd72d25d14a443360e7","name":"Adriano Martins Antonio","image":{"@type":"ImageObject","inLanguage":"en-US","@id":"https:\/\/media.pmgacademy.com\/wp-content\/uploads\/2022\/07\/23180854\/Adriano-PNG-100x100.png","url":"https:\/\/media.pmgacademy.com\/wp-content\/uploads\/2022\/07\/23180854\/Adriano-PNG-100x100.png","contentUrl":"https:\/\/media.pmgacademy.com\/wp-content\/uploads\/2022\/07\/23180854\/Adriano-PNG-100x100.png","caption":"Adriano Martins Antonio"},"sameAs":["https:\/\/www.facebook.com\/adriano.martinsantonio"],"url":"https:\/\/sandbox2.institutopmg.com\/en\/author\/adrianopmgacademy-coms\/"}]}},"_links":{"self":[{"href":"https:\/\/sandbox2.institutopmg.com\/en\/wp-json\/wp\/v2\/posts\/148430","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/sandbox2.institutopmg.com\/en\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/sandbox2.institutopmg.com\/en\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/sandbox2.institutopmg.com\/en\/wp-json\/wp\/v2\/users\/85233"}],"replies":[{"embeddable":true,"href":"https:\/\/sandbox2.institutopmg.com\/en\/wp-json\/wp\/v2\/comments?post=148430"}],"version-history":[{"count":1,"href":"https:\/\/sandbox2.institutopmg.com\/en\/wp-json\/wp\/v2\/posts\/148430\/revisions"}],"predecessor-version":[{"id":148903,"href":"https:\/\/sandbox2.institutopmg.com\/en\/wp-json\/wp\/v2\/posts\/148430\/revisions\/148903"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/sandbox2.institutopmg.com\/en\/wp-json\/wp\/v2\/media\/148431"}],"wp:attachment":[{"href":"https:\/\/sandbox2.institutopmg.com\/en\/wp-json\/wp\/v2\/media?parent=148430"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/sandbox2.institutopmg.com\/en\/wp-json\/wp\/v2\/categories?post=148430"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/sandbox2.institutopmg.com\/en\/wp-json\/wp\/v2\/tags?post=148430"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}