Crossfunctional Relationships and the Quality of Communication: Coordinating the Airline Departure Process

83 Pages Posted: 29 Aug 1998

See all articles by Jody Hoffer Gittell

Jody Hoffer Gittell

Brandeis University - The Heller School for Social Policy and Management

Date Written: June 10, 1998

Abstract

This paper argues that coordination of highly interdependent work processes is best achieved by designing organizations with consistent attention to crossfunctional relationships and the quality of communication. I look deeply into crossfunctional coordination by studying it in the context of one highly interdependent process--airline departures. As in many other service settings, the functional groups which must interact are divided by status and expertise, increasing the challenge of coordination. Using field, archival and survey data which I collected from nine airport sites, spanning four major airlines, I identify features of organization design which improve performance through their effect on crossfunctional relationships and the quality of communication.

JEL Classification: L93, L15

Suggested Citation

Gittell, Jody Hoffer, Crossfunctional Relationships and the Quality of Communication: Coordinating the Airline Departure Process (June 10, 1998). Available at SSRN: https://ssrn.com/abstract=115168 or http://dx.doi.org/10.2139/ssrn.115168

Jody Hoffer Gittell (Contact Author)

Brandeis University - The Heller School for Social Policy and Management ( email )

P.O. Box 549110/MS 035
415 South Street
Waltham, MA 02454
United States

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