Date of Award


Publication Type

Master Thesis

Degree Name



Communication Studies


Information Science.



Creative Commons License

Creative Commons Attribution-Noncommercial-No Derivative Works 4.0 License
This work is licensed under a Creative Commons Attribution-Noncommercial-No Derivative Works 4.0 License.


Professionals in modern service industries are under a tremendous communication load with the many demands of the Information Society, and Personal Bankers are by no means exempted from the stresses of such a job. Other researchers in the field of organizational communication have not used a purely qualitative, or new paradigm, research methodology to inquire into the realities of professionals such as Personal Bankers. This study attempts to rectify that. By using a methodology which employs the long interview, and numerous cross-checks as triangulatory measures, this research investigates the thought-worlds of nine Personal Bankers employed by the Royal Bank of Canada. This is done in an attempt to see if this sample of service professionals in the financial industry are experiencing communication overload on their jobs, and what techniques, if any, they are using to cope with the communication load. (Abstract shortened by UMI.)Dept. of Communication Studies. Paper copy at Leddy Library: Theses & Major Papers - Basement, West Bldg. / Call Number: Thesis1992 .M257. Source: Masters Abstracts International, Volume: 31-04, page: 1415. Thesis (M.A.)--University of Windsor (Canada), 1992.