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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|Item Type:||Journal Article|
|Keywords:||Communications, Service Delivery, Internal Market Orientation, Partial Least Square|
|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 10:34|
|Last Modified:||29 Feb 2012 23:52|
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