Repository logo
 

Understanding Informal Communication: A Qualitative Study on Exploring the Influence of Informal Communication on Workplace Relationships of Generation Z Employees in the Banking Industry

Files

Thesis(2.12 MB)

Date

2026

Authors

Kyaw, Phyo Khant

Supervisor

Ofe-Grant, Betty

Item type

Thesis

Degree name

Master of Business

Journal Title

Journal ISSN

Volume Title

Publisher

Auckland University of Technology

Abstract

As Generation Z increasingly enters the workforce, their distinct communication preferences and relational expectations are reshaping contemporary organisational environments. Within this shift, informal communication, characterised by spontaneous interactions and exchanges occurring beyond formal organisational systems, has gained growing recognition for its influence on employee relationships. While existing research acknowledges the value of informal communication, its role within generationally diverse and highly formalised industries remains underexplored. This study adopts a qualitative approach guided by a phenomenological methodology to examine how informal communication influences workplace relationships among Generation Z employees in the New Zealand banking sector. Data was collected through semi-structured interviews with five Generation Z employees from different banking organisations. Drawing on their lived experiences, how informal communication operates within a traditionally formal and hierarchical industry context is explored. The findings, developed through thematic analysis, indicate that informal communication plays a significant role in fostering trust, accessibility, and relational closeness, while also facilitating collaboration and information sharing beyond formal channels. At the same time, the findings highlight the importance of maintaining professional boundaries within power-asymmetrical relationships, particularly across hierarchical and generational lines. Overall, this study contributes to a deeper understanding of informal communication as both a relational and organisational mechanism within the banking sector. By foregrounding Generation Z perspectives, the research offers theoretical insights into workplace communication dynamics and provides practical implications for banking organisations seeking to support inclusive, effective, and relationally sustainable workplace environments.

Description

Keywords

Source

DOI

Publisher's version

Rights statement

Permanent link

http://hdl.handle.net/10292/21113

Collections

Masters Theses