Too much or too little ambiguity: the language of total quality management

Article Abstract:

Research presented concerns the language of total quality management (TQM) in several service organizations in the United Kingdom, with the aim of clarifying the relationship between managerial language and organizational practices and employee experience. Topics addressed include the semantic and poetic use of language in TQM.

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Delivering customer-oriented behaviour through empowerment: an empirical test of HRM assumptions

Article Abstract:

Research indicates that employees who underwent values-based training felt more competent and autonomous while on the job, which improved their customer-oriented behavior. Implications for customer relations and human resource management are discussed.

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Rhetorical power, accountability and conflict in committees: an argumentation approach

Article Abstract:

This article examines the relationship between individual members in committees, focusing on how rhetorical power is manifested in organizations. A model of language, power, and conflict in group communication is presented.

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