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

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  • Ian Lings
  • Amanda Beatson
  • Siegfried Gudergan

Abstract

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 of internal market orientation) operated through affective 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.

Suggested Citation

  • Ian Lings & Amanda Beatson & Siegfried Gudergan, 2008. "The impact of implicit and explicit communications on frontline service delivery staff," The Service Industries Journal, Taylor & Francis Journals, vol. 28(10), pages 1431-1443, December.
    • Handle: RePEc:taf:servic:v:28:y:2008:i:10:p:1431-1443
    DOI: 10.1080/02642060802250245
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    Cited by:

    1. Ezgi Erkmen, 2018. "Managing Your Brand for Employees: Understanding the Role of Organizational Processes in Cultivating Employee Brand Equity," Administrative Sciences, MDPI, vol. 8(3), pages 1-15, September.
    2. Matthew Wood & Julie Fowlie, 2010. "Community Cohesion in the London Borough of Barking and Dagenham," Local Economy, London South Bank University, vol. 25(4), pages 293-304, June.

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