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Article

Silvia Nelson, Yvonne Brunetto, Rodney Farr‐Wharton and Sheryl Ramsay

Small to medium‐sized enterprises (SMEs) continue to make a major contribution to the Australian economy. However, research into organisational processes within SMEs has…

Abstract

Purpose

Small to medium‐sized enterprises (SMEs) continue to make a major contribution to the Australian economy. However, research into organisational processes within SMEs has been limited to date. This study aims to examine the links between communication processes and organisational effectiveness in SMEs.

Design/methodology/approach

This quantitative study uses social capital theory as a framework to investigate whether employees' level of satisfaction with organisational communication processes affects organisational outcomes within three high growth manufacturing SMEs in one area of Australia.

Findings

Results indicate that organisational communication processes does affect employees' levels of ambiguity regarding customers, job satisfaction and commitment to their firms.

Research limitations/implications

While generalisability is limited because of the small number of SMEs participating in the study, the research indicates great potential for developing theoretical and practical insights into Australian SMEs that would assist industry and employees overall.

Practical implications

Implications for the growth strategies of SMEs, particularly in relation to the current skilled labour shortage, are discussed.

Originality/value

The paper contributes much needed theoretical development and research into SMEs.

Details

Management Decision, vol. 45 no. 7
Type: Research Article
ISSN: 0025-1747

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Article

Rossella C. Gambetti and Mattia Giovanardi

This study is aimed at revisiting the supply chain (SC) of a company, highlighting how communication supports SC management, emphasising how SC relationship-based processes

Abstract

Purpose

This study is aimed at revisiting the supply chain (SC) of a company, highlighting how communication supports SC management, emphasising how SC relationship-based processes are fostered by communication flows, and exploring how SC performance may be enhanced through coordinated management of interpersonal and internet-mediated communication forms.

Design/methodology/approach

The study follows a two-step qualitative methodological approach encompassing the building of a preliminary conceptual mapping, and preliminary testing, integration and revision of the conceptual mapping.

Findings

The findings highlight communication's primary role in identity management and image building of the SC, and its supporting role enhancing strategic and operational SC processes. Communication seems to act as a “cultural glue”, a “trade-off and compensation”, a “knowledge creation and dissemination”, a “relationship development and maintenance”, and an “alignment and integration” activity along the SC, fostering knowledge, managerial, relational and competitive SC performance dimensions.

Practical implications

The combination of SC and corporate communication academic knowledge with field SC managerial expertise allows the proposal of a preliminary conceptual framework illustrating the potential links among SC processes, communication and SC performance. The study provides also a set of research propositions to guide both future research and managerial practice in communication management along the SC.

Originality/value

This study offers a first exploratory “communicational view” of the SC, which beyond analysing communication in the corporate locus of the typical communication function explores the value of communication that is embedded in manufacturing processes and routines at the basis of corporate performance by developing a cross-functional communication approach.

Details

Corporate Communications: An International Journal, vol. 18 no. 4
Type: Research Article
ISSN: 1356-3289

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Article

Yvonne Brunetto and Rod Farr‐Wharton

There is an assumption that the implementation of managerialism within public sector organisations has improved the efficiency and effectiveness of their management of…

Abstract

There is an assumption that the implementation of managerialism within public sector organisations has improved the efficiency and effectiveness of their management of processes and the outcome achieved. The aim of this pilot study was to compare the impact of changes post managerialism to organisational processes on outcomes for different types of employees. The findings suggest that the implementation of managerialism within the Australian public sector organisation has been significantly different depending on the type of employee examined. The implications for management in general are that most of the outcomes were counterintuitive and further research is required to examine the impact of the implementation of managerialism within different types of public sector organisations.

Details

Management Decision, vol. 42 no. 3/4
Type: Research Article
ISSN: 0025-1747

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Article

Christian Grönroos

The objective of the article is to discuss a framework of central processes in relationship marketing. The framework includes an interaction process as the core, a planned…

Abstract

The objective of the article is to discuss a framework of central processes in relationship marketing. The framework includes an interaction process as the core, a planned communication process as the marketing communications support through distinct communications media, and a customer value process as the outcome of relationship marketing. If the interaction and planned communication processes are successfully integrated and geared towards customers' value processes, a relationship dialogue may merge.

Details

Journal of Business & Industrial Marketing, vol. 19 no. 2
Type: Research Article
ISSN: 0885-8624

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Article

Stefania Romenti, Grazia Murtarelli, Angelo Miglietta and Anne Gregory

Evaluation and measurement (E&M) remains a critical and debated topic among communication scholars and practice. Substantial research and professional efforts have been…

Abstract

Purpose

Evaluation and measurement (E&M) remains a critical and debated topic among communication scholars and practice. Substantial research and professional efforts have been devoted to discussing what should be measured and which methods should be applied. Most of the E&M models seem to carry a positivist imprint. But, in real-life, organizations could not have clear aims, enough resources, or adequate informative systems to support E&M. Moreover, several contextual factors could affect the implementation of E&M management processes. The communication literature rarely highlights these factors. To fulfill this gap, the purpose of this paper is to theorize the contextual factors relevant to the management of the evaluation process.

Design/methodology/approach

A scoping literature review was carried out exploring the role of contextual factors and impact of contextual factors on E&M management processes. More specifically, the review examines the contribution provided by program evaluation and performance measurement (PM) fields of research.

Findings

The paper provides a scoping review of program evaluation and PM approaches. Additionally, it explains how both streams of thought argued the importance of contextual factors, such as organizational, relational, cultural and communicative factors, for the success of any evaluation processes. The study underlined that the main evaluation models used in the field of communication have overlooked these studies and put on evidence the role of contextual factors in effectively executing communication E&M.

Originality/value

The paper enriches the dominant rationale concerning the E&M management processes by incorporating literature on: program evaluation; and PM. The analysis could provide useful insights also from a professional perspective, by helping practitioners for a contextual assessment of strategic communication programs and activities.

Details

Journal of Communication Management, vol. 23 no. 3
Type: Research Article
ISSN: 1363-254X

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Article

Allan H. Church

Although a large contingency of theory and research has been conducted in the area of individual and interpersonal communication, relatively few theoreticians have focused…

Abstract

Although a large contingency of theory and research has been conducted in the area of individual and interpersonal communication, relatively few theoreticians have focused on the broader character of communication at the organizational level of analysis. With the increasing emphases on total quality, leadership, adaptive cultures, process reengineering, and other organizational change and development efforts, however, the need to understand the process and function of organizational communication at a broader, more systemic level is paramount. The following paper attempts to address this issue by providing: (1) a comparative review and critique of three “classic” theoretical approaches to describing the importance of communication in organizations and the relationship between communication and organizational functioning (open systems theory, the information‐processing perspective, and the communication as culture framework); and (2) a new integrative framework—the CPR model of organizational communication—for conceptualizing and understanding the nature of communication in organizations based on constructs adapted from these three perspectives. The model is then used both in an applied example to help diagnose an organizational system and to stimulate suggestions for future research.

Details

The International Journal of Organizational Analysis, vol. 2 no. 1
Type: Research Article
ISSN: 1055-3185

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Article

G. Page West and G. Dale Meyer

Organizational learning capabilities are embedded in organizational communication systems and processes related to knowledge creation and articulation. The emergence of…

Abstract

Organizational learning capabilities are embedded in organizational communication systems and processes related to knowledge creation and articulation. The emergence of new organizational forms (such as horizontal organizations) in rapidly‐changing environments and hyper‐competitive markets underscores the need to better understand these foundational sources of learning. In fact, the reason horizontal organizations may find success is that their structure is intended to promote communications systems and processes which enhance a knowledge‐response sequence similar to a stimulus‐response sequence associated with learning. These systems permit managers to quickly gather information, respond with agility in making decisions, and continue to make ongoing adjustments. Firms which understand the need to build their communications capabilities may be characterized as meta‐learning organizations. Resource‐based theory suggests that communications systems and processes are thus sources of competitive advantage. Future empirical research on organizational learning may progress by evaluating specific measures of communication process as proxies for learning processes.

Details

The International Journal of Organizational Analysis, vol. 5 no. 1
Type: Research Article
ISSN: 1055-3185

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Book part

Gianluigi Rotondo

Refugees and asylum seekers represent one of the most vulnerable social categories in Western societies. Their condition presumes facing social, economic and political…

Abstract

Refugees and asylum seekers represent one of the most vulnerable social categories in Western societies. Their condition presumes facing social, economic and political factors, which often lead to their marginalisation within host society. Indeed, discrimination, lack of professional skills or employment, as well as the frustration related to the slow bureaucratic process of assessing their status, are all key elements in building a vulnerable profile. This chapter examines non-governmental organisations and community-based organisations policies in the resettlement processes of refugees and asylum seekers, highlighting their role in creating effective connections between humanitarian immigrants and host societies. This topic is explored from an intercultural perspective, considered by scholars as an appropriate approach to create and maintain constructive correlations between different levels of the framework. The concept of interculturality is observed within the context of support services provided by the humanitarian organisations, and so the effectiveness of intercultural practices as part of these activities.

Drawing on a comparison between issues concerning the resettlement of refugees in Australia and Italy, the role of intercultural communication is explored through an in-depth examination of intercultural practices and their application in this specific context. Humanitarian organisations, six from Australia and nine from Italy, provide the basis for a total of fifteen case studies. Analysing the practices relating to intercultural communication, this chapter explores their contribution to the resettlement process of humanitarian immigrants, with accent on providing valid instruments for enhancing their skills in dealing with vulnerability.

Details

Vulnerability in a Mobile World
Type: Book
ISBN: 978-1-78756-912-6

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Abstract

Details

The Systemic Approach in Sociology and Niklas Luhmann: Expectations, Discussions, Doubts
Type: Book
ISBN: 978-1-83909-032-5

Content available
Article

Anita Zehrer and Gabriela Leiß

This paper aims to explore the pertinent issues, barriers and pitfalls of intergenerational communication in business families during their leadership succession period.

Abstract

Purpose

This paper aims to explore the pertinent issues, barriers and pitfalls of intergenerational communication in business families during their leadership succession period.

Design/methodology/approach

Building on relational leadership theory, the paper makes use of an action research approach using a qualitative single case study to investigate communication barriers and pitfalls in business transition.

Findings

Through action research, interventions were taken in the underlying case, which increased the consciousness, as well as the personal and social competencies of the business family. Thus, business families stuck in ambivalent entanglement understand their underlying motives and needs within the change process, get into closer contact with their emotional barriers and communication hindrances, which is a prerequisite for any change, and break the succession iceberg phenomenon.

Research limitations/implications

Future research should undertake multiple case studies to validate and/or modify the qualitative methods used in this action research to increase the validity and generalizability of the findings.

Practical implications

Given the large number of business families in transition, our study shows the beneficial effects action research might have on business families’ communication behavior along a change process. The findings might help other business families to understand the value of action research for such underlying challenges and decrease communication barriers.

Originality/value

This is one of the few studies to have addressed intergenerational communication of business families using an action research approach.

Details

Corporate Communications: An International Journal, vol. 25 no. 3
Type: Research Article
ISSN: 1356-3289

Keywords

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