Modelling internal communications in the financial services sector

Abstract

The increasingly competitive financial service environment has recently forced organizations to consider the role that their employees might play in the attainment of a genuinely sustainable source of competitive advantage. The role of internal communication has thus acquired particular significance as organizations strive to communicate customer needs, organizational values etc. to staff working at every level and, moreover, to encourage staff to maintain a two‐way dialogue with management. It is the purpose of this article to model this communications process, examining the nature of the process, the outcomes thereof and those variables that have the capacity to moderate outcomes, in the context of two UK Clearing Banks. A qualitative approach based on grounded theory has been adopted.

Citation

Asif, S. and Sargeant, A. (2000), "Modelling internal communications in the financial services sector", European Journal of Marketing, Vol. 34 No. 3/4, pp. 299-318. https://doi.org/10.1108/03090560010311867