Organizational Communication in Service Management

Larry Davis Browning (), Jan-Oddvar Sørnes () and Peer Jacob Svenkerud ()
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Larry Davis Browning: University of Texas at Austin
Jan-Oddvar Sørnes: Nord University Business School
Peer Jacob Svenkerud: Inland Norway University of Applied Sciences

A chapter in The Palgrave Handbook of Service Management, 2022, pp 335-351 from Springer

Abstract: Abstract This chapter integrates the concept of organizational communication with the writing on service management by first demonstrating the relationship between the two, then offering six stories of communication in service management to provide examples of their integration. The results show that key features of defining stories—when the story begins and when it ends—are useful in understanding service management. Service can begin as early as the planning stages for infrastructure and it can end once a problem with service has been resolved.

Keywords: Organizational communication; Co-creation; Narrative; Stories (search for similar items in EconPapers)
Date: 2022
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Persistent link: https://EconPapers.repec.org/RePEc:spr:sprchp:978-3-030-91828-6_18

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DOI: 10.1007/978-3-030-91828-6_18

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