An institutional approach: organizational performance, norms and values

Purpose – This case study was undertaken as a process consultation in a non‐profit Christian church which has experienced a general decline in attendance in addition to a particular problem characterized as a habit of late arrival at the primary Sunday worship service. The paper aims to discuss these issues. Design/methodology/approach – This case study was designed as an action research project using appreciative inquiry and institutional theory in the structuralist tradition. This combined methodological approach was effectively used to identify core values and norms inherent in the organization and functioning of the church. Findings – Results confirmed the premise of a habit of late arrival and indicated that there was little focus or support by congregants on the traditions and practices that occur early in the church service. Great value was placed on the overall environment, teaching and messaging that occurred from the sermons which begin approximately 45 minutes after the start of the service. Validation and review of the possibility propositions resulted in a reorganization of the primary Sunday worship service resulting in increased attendance and on time performance. Originality/value – This case study finds that methods inherent in institutional analysis and appreciative inquiry can be effectively combined to identify gaps in organizational goals and performance which are direct results of encapsulated organizational traditions. It is anticipated that the methodological approach in this study is generally applicable to organizations of various types.