The effects of internal communication, leadership and team performance on successful service quality implementation: A South African perspective

Abstract

In the quest to establish communication as a critical management function, both literature and research have stressed the importance of effective communication as a prerequisite to the success of various programmes including service quality. Effective internal communication, leadership and employee issues (such as team building and incentivisation) seem to be three generic aspects of critical importance in the potential success of any organisation. This article will attempt to provide academic insight into the link between service quality initiatives and these three aspects and will attempt to underline the importance thereof with current research results.

Citation

Fletcher, M. (1999), "The effects of internal communication, leadership and team performance on successful service quality implementation: A South African perspective", Team Performance Management, Vol. 5 No. 5, pp. 150-163. https://doi.org/10.1108/13527599910288966