Exploring the potential of internal communication and employee relations for effective staff performance in Nigeria customs service

Abdullahi Aliyu  Maiwada; Barth  Oshionebo

doi:10.18282/hrms.v6i4.3447

Abdullahi Aliyu Maiwada Department of Theatre Arts, Faculty of Arts, University of Abuja, Abuja 900001, Nigeria
Barth Oshionebo Department of Theatre Arts, Faculty of Arts, University of Abuja, Abuja 900001, Nigeria

Article ID: 3447

119 Views, 98 PDF Downloads

DOI: https://doi.org/10.18282/hrms.v6i4.3447

Keywords: communication; effective staff performance; employee relations; Nigeria customs service and potential

Abstract

Organizations in the modern, global environment have moved away from traditional methods of communication and toward creating all-encompassing plans that revolve around the engagement and motivation of their workforce. This change highlights the critical function of strategic internal communication, a still-emerging but increasingly important field of study and practice in the business sector. The modern workplace sees a change in the roles that employees play, with workers taking on more and more duties that were previously related to public relations. Understanding this shift in PR practice requires an understanding of role expectations, as norms and expectations have a significant impact on communication behavior and, in turn, organizational performance. To interpret the data in this context, a content analysis of secondary data was conducted. This made it possible to assess the body of knowledge in order to determine its applicability, consistency, replication, and rebuttal. The study makes the case that paramilitary organizations, like the Nigeria Customs Service, have internal communication procedures that are different from those of traditional corporate organizational structures. Given the agency’s diverse responsibilities in income generation, trade facilitation, and the abolition of smuggling, this discrepancy is especially noticeable. The study shows that the relationship between internal communication and employees’ job performance was mediated by employee participation and job satisfaction.

References

Adetipe, D. (2020). A survey on the relationship between Internal Communication and Employee Motivation: A case study of Sterling Bank Plc., Nigeria [Master’s thesis]. Orebro University School of Humanities.

Aondover, E. M., & Pate, H. (2021). National interest, freedom of expression and the Nigerian press in contemporary democratic context. Brazilian Journal of African Studies, 6(11), 233–249.

Aondover, E. M. (2019). Good governance and accountability: an assessment of the media’s role in achieving transparency in the 2019 general elections in Nigeria. Brazilian Journal of African Studies, 4(7), 209–225.

Aondover, E. M., Maradun, L. U., & Yar’Adua, S. M. (2022b). Mediatization of the Net and Internetization of the Print Media in Northern Nigeria. Unisia, 40(2), 335–356. https://doi.org/10.20885/unisia.vol40.iss2.art5

Aondover, P. O., Aondover, E. M., & Babele, A. M. (2022a). Two nations, same technology, different outcomes: Analysis of technology application in Africa and America. Journal of Educational Research and Review, 1(1), 001–008. https://doi.org/10.5281/zenodo.7488568

Bekmeier-Feuerhahn, S., Bögel, P. M., & Koch, C. (2017). Investigating internal CSR communication: building a theoretical framework. Handbook of integrated CSR communication, 89–107.

Bishop, D. V. M. (2010). Which neurodevelopmental disorders get researched and why? PLoS ONE, 5(11). https://doi.org/10.1371/journal.pone.0015112

Botan, C. H. (2018). Strategic communication theory and practice: the cocreational model. Wiley Blackwell.

Chong, M. (2007). The Role of Internal Communication and Training in Infusing Corporate Values and Delivering Brand Promise: Singapore Airlines’ Experience. Corporate Reputation Review, 10(3), 201–212. https://doi.org/10.1057/palgrave.crr.1550051

Deetz, S. A. (2001). Conceptual Foundations. In: Jablin F. M., Putnam, L. L. (editors). The New Handbook of Organizational Communication. Thousand Oaks. SAGE Publications, Inc.

Duthler, G., & Dhanesh, G. S. (2018). The role of corporate social responsibility (CSR) and internal CSR communication in predicting employee engagement: Perspectives from the United Arab Emirates (UAE). Public Relations Review, 44(4), 453–462. https://doi.org/10.1016/j.pubrev.2018.04.001

Elving, W. J. L. (2005). The role of communication in organisational change. Corporate Communications, 10(2), 129–138. https://doi.org/10.1108/13563280510596943

Falkheimer, J., & Heide, M. (2014). Strategic communication in participatory culture: from one-and two-way communication to participatory communication through social media. In: Holtzhausen, D. R., & Zerfass, A. A. (editors). Routledge handbooks of Strategic Communication, 1st ed. Taylor and Francis.

Harrison, R., & Stokes, H. (1992). Diagnosing organizational culture. Pfeiffer & Company.

Kalla, H. K. (2005). Integrated internal communications: A multidisciplinary perspective. Corporate Communications, 10(4), 302–314. https://doi.org/10.1108/13563280510630106

Keyton, J. (2011). Communication and organizational culture: A key to understanding work experience. Sage Inc.

Khalid, M. I., & Aondover, E. M. (2022). Sources of Information on National Issues among Border Communities in Yobe State, Nigeria. ASEAN Journal of Community Engagement, 6(1), 22–47. https://doi.org/10.7454/ajce.v6i1.1169

Lau, H. C., & Idris, M. A. (2001). Research and concepts: The soft foundation of the critical success factors on TQM implementation in Malaysia. The TQM Magazine, 13(1), 51–60.

Madsen, V. T. (2018). Participatory communication on internal social media – a dream or reality?: Findings from two exploratory studies of coworkers as communicators. Corporate Communications, 23(4), 614–628. https://doi.org/10.1108/CCIJ-04-2018-0039

Maiwada, A. A., & Oshionebo, B. (2024). Internal communication and employee relations management for effective staff performance in Nigeria Customs Service. Economit Journal, 3(4), 230–242.

Mazzei, A., Kim, J. N., & Dell’Oro, C. (2012). Strategic Value of Employee Relationships and Communicative Actions: Overcoming Corporate Crisis with Quality Internal Communication. International Journal of Strategic Communication, 6(1), 31–44. https://doi.org/10.1080/1553118X.2011.634869

Mcphee, R. D., & Zaug, P. (2001). Organizational Theory, Organizational Communication, Organizational Knowledge, and Problematic Integration. Journal of Communication.

Men, R. L., & Bowen, S. A. (2016). Excellence in Internal Communication Management. Business Expert Press.

Meyer, J. P., & Allen, N. J. (1991). A three-component conceptualization of organizational commitment. Human Resources Management Review, 1(1), 61–89.

Mishra, K., Boynton, L., & Mishra, A. (2014). Driving Employee Engagement. International Journal of Business Communication, 51(2), 183–202. https://doi.org/10.1177/2329488414525399

Mojaye, E. M. & Aondover, E. M. (2022). Theoretical perspectives in world information systems: A propositional appraisal of new media-communication imperatives. Journal of Communication and Media Research, 14(1), 100–106.

Mullins, L. J. (2005). Management and Organisational Behaviour, 7th ed. Pearson Education Limited.

Neck, C. P., Houghton, J. P., & Murray, E. L. (2019). Organizational Behaviour: A Skill-Building Approach, 3rd ed. Sage Publication, Inc.

Ruben, B. D., & Gigliotti, R. A. (2017). Communication: Sine Qua Non of Organizational Leadership Theory and Practice. International Journal of Business Communication, 54(1), 12–30. https://doi.org/10.1177/2329488416675447

Stevanović, M. I., & Gmitrović, A. M. (2015). Importance and Role of Internal Communication in Organizations. Applied Mechanics and Materials, 806, 302–307. https://doi.org/10.4028/www.scientific.net/amm.806.302

Walden, J. A., & Kingsley Westerman, C. Y. (2018). Strengthening the Tie: Creating Exchange Relationships That Encourage Employee Advocacy as an Organizational Citizenship Behavior. Management Communication Quarterly, 32(4), 593–611. https://doi.org/10.1177/0893318918783612

Wang, H. C. (2022). Firm-specific knowledge resources and competitive advantage: The roles of economic-and relationship-based employee governance mechanisms. Strategic Management Journal, 30(12), 1265–1285. https://doi.org/10.1002/smj.787

Wang, H. C., He, J., & Mahoney, J. T. (2009). Firm-specific knowledge resources and competitive advantage: The roles of economic-and relationship-based employee governance mechanisms. Strategic Management Journal, 30(12), 1265–1285. https://doi.org/10.1002/smj.787

Welch, M., & Jackson, P. R. (2007). Rethinking internal communication: A stakeholder approach. Corporate Communications, 12(2), 177–198. https://doi.org/10.1108/13563280710744847

Yue, C. A., Men, L. R., & Ferguson, M. A. (2021). Examining the Effects of Internal Communication and Emotional Culture on Employees’ Organizational Identification. International Journal of Business Communication, 58(2), 169–195. https://doi.org/10.1177/2329488420914066