Service with a smile: a new perspective on internal communications

Abstract

Devising an internal communications strategy is probably the easy bit. Delivering it, especially in a service organization, is the hard part. Of course, it shouldn’t be that difficult for an organization that works like a well‐oiled machine, should it? Except that businesses are not like machines. They’re like human beings: organic, unpredictable, and with key working parts that aren’t entirely under your control. Instead of nice, uniform cogs that go round and round when you press a button – you’ve got people.

Citation

Wallace, C. (2004), "Service with a smile: a new perspective on internal communications", Handbook of Business Strategy, Vol. 5 No. 1, pp. 111-113. https://doi.org/10.1108/10775730410493540