Modelling internal communications in the financial services sector

Modelling internal communications in the financial services sector The increasingly competitive financial service environment has recently forced organizations to consider the role that their employees might play in the attainment of a genuinely sustainable source of competitive advantage. The role of internal communication has thus acquired particular significance as organizations strive to communicate customer needs, organizational values etc. to staff working at every level and, moreover, to encourage staff to maintain a two‐way dialogue with management. It is the purpose of this article to model this communications process, examining the nature of the process, the outcomes thereof and those variables that have the capacity to moderate outcomes, in the context of two UK Clearing Banks. A qualitative approach based on grounded theory has been adopted. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png European Journal of Marketing Emerald Publishing

Modelling internal communications in the financial services sector

European Journal of Marketing, Volume 34 (3/4): 20 – Apr 1, 2000

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Publisher
Emerald Publishing
Copyright
Copyright © 2000 MCB UP Ltd. All rights reserved.
ISSN
0309-0566
DOI
10.1108/03090560010311867
Publisher site
See Article on Publisher Site

Abstract

The increasingly competitive financial service environment has recently forced organizations to consider the role that their employees might play in the attainment of a genuinely sustainable source of competitive advantage. The role of internal communication has thus acquired particular significance as organizations strive to communicate customer needs, organizational values etc. to staff working at every level and, moreover, to encourage staff to maintain a two‐way dialogue with management. It is the purpose of this article to model this communications process, examining the nature of the process, the outcomes thereof and those variables that have the capacity to moderate outcomes, in the context of two UK Clearing Banks. A qualitative approach based on grounded theory has been adopted.

Journal

European Journal of MarketingEmerald Publishing

Published: Apr 1, 2000

Keywords: Financial services; Banking; Internal communications; Employee communications; Qualitative techniques

References

  • The effect of internal marketing on organisational commitment among retail bank managers
    Caruana, A.; Celleya, P.
  • Internal marketing – key to external marketing success
    Greene, W.E.; Walls, G.D.; Schrest, L.J.
  • The effect of customer satisfaction measurement: the internal market and the external market
    Piercy, N.F.
  • The strategic application of internal marketing – an investigation of UK banking
    Sargeant, A.; Asif, S.

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