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

Ian Lings, Amanda Beatson and Siegfried Gudergan

The Service Industries Journal, 2008, vol. 28, issue 10, 1431-1443

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.

Date: 2008
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Citations: View citations in EconPapers (2)

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Persistent link: https://EconPapers.repec.org/RePEc:taf:servic:v:28:y:2008:i:10:p:1431-1443

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DOI: 10.1080/02642060802250245

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The Service Industries Journal is currently edited by Eileen Bridges, Professor Domingo Ribeiro, Ronald Goldsmith, Barry Howcroft and Youjae Yi

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