The impact of implicit and explicit communications on frontline service delivery staff

Lings, Ian, Beatson, Amanda T., & Gudergan, Siegfried (2008) The impact of implicit and explicit communications on frontline service delivery staff. The Service Industries Journal, 28(10), 1431 -1443.

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Using structural equation modelling employing partial least-squares estimation, data from staff in the consumer transport industry were analysed to explore the role of implicit and explicit communications on their service delivery behaviour. Both implicit and explicit communications were found to impact service delivery. Explicit communications had a direct impact on service delivery, whilst implicit communications (in the form on internal market orientation) operated through effective commitment and customer orientation. This study provides quantitative evidence of the roles of implicit and explicit communications on staff attitudes and behaviours, and offers insights into the management of communications with employees to ensure effective service delivery.

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6 citations in Scopus
2 citations in Web of Science®
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ID Code: 20918
Item Type: Journal Article
Refereed: Yes
Additional URLs:
Keywords: Communications, Service Delivery, Internal Market Orientation, Partial Least Square
DOI: 10.1080/02642060802250245
ISSN: 0264-2069
Subjects: Australian and New Zealand Standard Research Classification > COMMERCE MANAGEMENT TOURISM AND SERVICES (150000) > MARKETING (150500) > Marketing Management (incl. Strategy and Customer Relations) (150503)
Divisions: Current > QUT Faculties and Divisions > QUT Business School
Current > Schools > School of Advertising, Marketing & Public Relations
Copyright Owner: Copyright 2008 Routledge
Deposited On: 03 Jun 2009 00:34
Last Modified: 28 Apr 2015 03:12

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