Abstract: Current study aimed at examining the influence of customer-focused service management on
spreading service culture inside the organization. In order to test the eligibility of such hypotheses
quantitative survey was distributed on (278) workers within fast food restaurants in Amman- Jor
dan. The sample contained marketing managers and sales representatives from the chose interna
tional chain fast-food restaurants. Results of study indicated that there is an influence of customer
focused service management on service culture that is attributed to leadership and people working
in the organization, it was meant leadership and due to its close connection to employees can help
in spreading awareness regarding service quality and people themselves should have the in-depth
awareness of the importance of quality in general and service quality in particular. Study recom
mended that service culture shouldn't be spread among frontline employees only, it should surpass
to the leaders, middle management, higher management and CEO, and Understanding customer
expectations has to rhyme with organizational mission and vision; employees must have full un
derstanding of their organization's mission and vision before starting to understand service culture.