Managers' and employees' perceptions of communication in a service culture a case study

Managers' and employees' perceptions of communication in a service culture a case study Organisational culture is largely the result of the interaction between the people of an organisation over time and communication plays a major role in such intraorganisational interaction. The prevailing organisational culture will reciprocally determine the communication of the organisation, not only internally, but also externally with all of its stakeholder groups, and particularly with its customers. This external communication is particularly relevant to an organisation's ability to render service to its customers. This article investigates differences in the way in which managers and employees perceive the role of communication in an organisation in the automotive industry. The results indicate that managers consistently evaluate prevailing servicerelated communication contexts more positively than employees. It is concluded that progress in service quality can be seriously inhibited by a false sense of security about prevailing service related communication procedures and practices among the managers of an organisation. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Corporate Communications: An International Journal Emerald Publishing

Managers' and employees' perceptions of communication in a service culture a case study

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Publisher
Emerald Publishing
Copyright
Copyright © Emerald Group Publishing Limited
ISSN
1356-3289
DOI
10.1108/eb046559
Publisher site
See Article on Publisher Site

Abstract

Organisational culture is largely the result of the interaction between the people of an organisation over time and communication plays a major role in such intraorganisational interaction. The prevailing organisational culture will reciprocally determine the communication of the organisation, not only internally, but also externally with all of its stakeholder groups, and particularly with its customers. This external communication is particularly relevant to an organisation's ability to render service to its customers. This article investigates differences in the way in which managers and employees perceive the role of communication in an organisation in the automotive industry. The results indicate that managers consistently evaluate prevailing servicerelated communication contexts more positively than employees. It is concluded that progress in service quality can be seriously inhibited by a false sense of security about prevailing service related communication procedures and practices among the managers of an organisation.

Journal

Corporate Communications: An International JournalEmerald Publishing

Published: Mar 1, 1998

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