_____________________________________________________________________________________________________ *Corresponding author: Email: fred.ssemugenyi@pnguot.ac.pg; Asian Research Journal of Arts & Social Sciences 10(4): 20-32, 2020; Article no.ARJASS.56183 ISSN: 2456-4761 Balancing the Delicate Space between Organizational Culture and Customer Service Quality: An Empirical Review for Systemic Excellence in the Electrical Energy Sector in Kenya Fred Ssemugenyi 1* , Augustine Amboka Asumwa 2 and Sophia Kazibwe 3 1 Department of Open and Distance Learning, PNGUoT, Papua New Guinea. 2 Kenya Power and Lighting Company Limited, Kenya. 3 Kampala International University, Uganda. Authors’ contributions This work is the creation of three authors. Author FS conceptualized the study, collected and reviewed literature. Author AAA performed the statistical analysis, wrote the protocol and wrote the first draft of the manuscript. Author SK managed the analyses of the study. All authors read and approved the final manuscript. Article Information DOI:10.9734/ARJASS/2020/v10i430155 Editor(s): (1) Dr. Ana Sofia Pedrosa Gomes dos Santos, Universidade de Lisboa, Portugal. Reviewers: (1) Ahmad Albattat, Management and Science University, Malaysia. (2) Arjita Jain, University of Mumbai, India. Complete Peer review History: http://www.sdiarticle4.com/review-history/56183 Received 03 February 2020 Accepted 09 April 2020 Published 18 April 2020 ABSTRACT This systematic and empirical review attempted to expand the frontiers of knowledge by analyzing the existing delicate space between organizational culture and customer service quality, using Kenya Power as a statistical representative sample of the Electrical Energy Sector in Kenya. Organizational culture has been a topical issue in the corporate world for many decades due to its assumed ability to predict business effectiveness and success. Whereas this conviction is a true story in most companies across the globe, in some companies, it is a dreadful undertaking and Kenya Power is no exception. To examine this delicate space, the study tested a null hypothesis of no significant effect between (X) organizational culture and (Y) customer service quality while taking into account the existing multiple covariates within the causal chain. Utilizing a mixed method approach, the study collected both numerical and qualitative data from 76 respondents (n) Original Research Article