1. Studying The Importance of Communication Management Strategies in Addressing Internal Communication Crises Among Customer Service Officers in Malaysia: A Conceptual Paper
- Author
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Ahmad, Nurbarirah, Sakarji, Siti Rosnita, Nor, Khalijah Mohd, and Beta, Raja Mayang Delima Mohd
- Subjects
Crisis management ,Job stress ,Financial services industry -- Customer relations -- Officials and employees ,Oil field services -- Planning ,Customer service ,Mail receiving and forwarding services -- Planning ,Support services ,Company business planning ,Company business management ,Customer service ,Financial services industry ,Business - Abstract
Purpose: This article shall examine the importance of communication management strategies in addressing the internal communication crises. Customer service officers who are satisfied are less likely to quit, neglect work, and produce defective products, and they are more likely to remain loyal to the bank. Effective communication management is essential for attaining employee satisfaction. Additionally, organizations need to use communication management strategies to make sure that the appropriate information reached the right people at the right time. Design/methodology/approach: The researcher plan to study the importance of communication management strategies in addressing internal communication crises among customer service officers in Malaysia. Findings: The study's findings are anticipated to serve as a paradigm for communication management practices in the financial services industry's handling of internal communication crises. By devising the Communication Management Strategies Model for internal communication crisis management, organizations can mitigate the negative effects of such crises, such as employee stress, anxiety, and low morale. Research limitations: The following studies should prioritize the examination of sectors, such as the tourism sector, oil and gas, or financial services industry. The study's generalizability is crucial for future research. Practical implications: This investigation is also intended to benefit the public and private sectors, as well as employees. Originality: It is crucial to identify and apply efficient communication management strategies to reduce the consequences of such a crisis. This aligns with the findings of a prior study that emphasized the significance of implementing effective communication management strategies within an organization. Keywords: communication, customer service officer, internal crisis communication, Introduction An organizational crisis, such as an occurrence that is viewed by managers and stakeholders as being highly significant, unforeseen, and potentially causing disruption, has the ability to jeopardize an [...]
- Published
- 2024