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Organizational Communication in Service Management

In: The Palgrave Handbook of Service Management

Author

Listed:
  • Larry Davis Browning

    (University of Texas at Austin
    Nord University Business School)

  • Jan-Oddvar Sørnes

    (Nord University Business School)

  • Peer Jacob Svenkerud

    (Inland Norway University of Applied Sciences)

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.

Suggested Citation

  • Larry Davis Browning & Jan-Oddvar Sørnes & Peer Jacob Svenkerud, 2022. "Organizational Communication in Service Management," Springer Books, in: Bo Edvardsson & Bård Tronvoll (ed.), The Palgrave Handbook of Service Management, pages 335-351, Springer.
    • Handle: RePEc:spr:sprchp:978-3-030-91828-6_18
    DOI: 10.1007/978-3-030-91828-6_18
    as

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