Studying the importance of communication management strategies in addressing internal communication crises among customer service officers in Malaysia: a conceptual paper
Employees 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. Consequently, the primary purpose of this study is to determin...
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| Format: | Conference or Workshop Item |
| Language: | en |
| Published: |
2023
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| Online Access: | https://ir.uitm.edu.my/id/eprint/105695/1/105695.pdf https://ir.uitm.edu.my/id/eprint/105695/ https://seaipc.com/ |
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| _version_ | 1850997940858912768 |
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| author | Ahmad, Nurbarirah Sakarji, Siti Rosnita Mohd Nor, Khalijah Mohd Beta, Raja Mayang Delima Abdullah Thani, Ayu Kamareenna |
| author_facet | Ahmad, Nurbarirah Sakarji, Siti Rosnita Mohd Nor, Khalijah Mohd Beta, Raja Mayang Delima Abdullah Thani, Ayu Kamareenna |
| author_sort | Ahmad, Nurbarirah |
| building | Tun Abdul Razak Library |
| collection | Institutional Repository |
| content_provider | Universiti Teknologi Mara |
| content_source | UiTM Institutional Repository |
| continent | Asia |
| country | Malaysia |
| description | Employees 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. Consequently, the primary purpose of this study is to determine the value of communication management strategies during an internal communication crisis among Malaysian customer service officers. Employing in- depth interviews and focus groups with Malaysian employees from a variety of sectors, qualitative research methods are utilized to achieve this objective. 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. This investigation is also intended to benefit the public and private sectors, as well as employees. |
| format | Conference or Workshop Item |
| id | my.uitm.ir-105695 |
| institution | Universiti Teknologi Mara |
| language | en |
| publishDate | 2023 |
| record_format | eprints |
| spelling | my.uitm.ir-1056952025-12-04T09:49:34Z https://ir.uitm.edu.my/id/eprint/105695/ Studying the importance of communication management strategies in addressing internal communication crises among customer service officers in Malaysia: a conceptual paper Ahmad, Nurbarirah Sakarji, Siti Rosnita Mohd Nor, Khalijah Mohd Beta, Raja Mayang Delima Abdullah Thani, Ayu Kamareenna Communication in management. Communication in organizations. Communication of information Crisis management. Emergency management. Inflation Employees 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. Consequently, the primary purpose of this study is to determine the value of communication management strategies during an internal communication crisis among Malaysian customer service officers. Employing in- depth interviews and focus groups with Malaysian employees from a variety of sectors, qualitative research methods are utilized to achieve this objective. 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. This investigation is also intended to benefit the public and private sectors, as well as employees. 2023 Conference or Workshop Item PeerReviewed text en https://ir.uitm.edu.my/id/eprint/105695/1/105695.pdf Ahmad, Nurbarirah and Sakarji, Siti Rosnita and Mohd Nor, Khalijah and Mohd Beta, Raja Mayang Delima and Abdullah Thani, Ayu Kamareenna (2023) Studying the importance of communication management strategies in addressing internal communication crises among customer service officers in Malaysia: a conceptual paper. (2023) In: The 8th Southeast Asia International Philanthropy Conference 2023 (SEAIPC2023), 7-9 November 2023, Waterfront Hotel, Kuching, Sarawak. https://seaipc.com/ |
| spellingShingle | Communication in management. Communication in organizations. Communication of information Crisis management. Emergency management. Inflation Ahmad, Nurbarirah Sakarji, Siti Rosnita Mohd Nor, Khalijah Mohd Beta, Raja Mayang Delima Abdullah Thani, Ayu Kamareenna Studying the importance of communication management strategies in addressing internal communication crises among customer service officers in Malaysia: a conceptual paper |
| title | Studying the importance of communication management strategies in addressing internal communication crises among customer service officers in Malaysia: a conceptual paper |
| title_full | Studying the importance of communication management strategies in addressing internal communication crises among customer service officers in Malaysia: a conceptual paper |
| title_fullStr | Studying the importance of communication management strategies in addressing internal communication crises among customer service officers in Malaysia: a conceptual paper |
| title_full_unstemmed | Studying the importance of communication management strategies in addressing internal communication crises among customer service officers in Malaysia: a conceptual paper |
| title_short | Studying the importance of communication management strategies in addressing internal communication crises among customer service officers in Malaysia: a conceptual paper |
| title_sort | studying the importance of communication management strategies in addressing internal communication crises among customer service officers in malaysia: a conceptual paper |
| topic | Communication in management. Communication in organizations. Communication of information Crisis management. Emergency management. Inflation |
| url | https://ir.uitm.edu.my/id/eprint/105695/1/105695.pdf https://ir.uitm.edu.my/id/eprint/105695/ https://seaipc.com/ |
| url_provider | http://ir.uitm.edu.my/ |