Performance communication of the Belgian railway

Dave Gelders, Jan Pieter Verckens, Mirjam Galetzka, E.R. Seydel

Research output: Contribution to journalArticleAcademicpeer-review

4 Citations (Scopus)


Purpose – The purpose of this paper is to provide an insight into performance communication from an important public service, i.e. the Belgian Railway, towards its employees (internal) and stakeholders (external).

Design/methodology/approach – A qualitative research approach was taken in the form of 11 in-depth interviews among spokespersons, quality engineers, politicians, journalists, Ombudsman, and consumer organizations.

Findings – The research found that performance communication focuses too much on positive aspects. Although both insiders and outside stakeholders admit that the frequency, amount and quality of performance communication in the Belgian situation are insufficient, this situation seems to result in utilizing additional media types.

Originality/value – There is seemingly a lack of research on (public) performance communication. This paper puts the most relevant literature together and presents the results of a qualitative study.
Original languageEnglish
Pages (from-to)170-181
Number of pages12
JournalJournal of communication management
Issue number2
Publication statusPublished - 2007


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