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

Abstract

Explicit communications, in the form of service direction and service training, have a significance impact on service delivery. Implicit communications, in the form of internal market orientation (IMO), also have significant consequences for service delivery. Affective commitment and customer orientation are identified as mediating the relationship between IMO and service delivery. Thus, organisations should pay particular attention to both implicit and explicit communications. Implicit communications foster employee commitment which will help service companies to retain employees and to foster positive attitudes toward service and consequently service delivery behaviours