Inter-group communication between baby boomer leaders and generation Y followers: a cultural reasoning perspective

Abstract

This study investigated the inter-group communication between Baby Boomer Leaders and Generation Y Followers. This qualitative study, set in the Energy Utilities industry in Australia, pioneered two models, cultural reasoning and ServQual as ways of increasing understanding of how these very different generations prefer to communicate. The findings showed that Baby Boomer Leaders were more formal, compliant and rational in their communication methods whereas Generation Y Followers were more informal, questioning and intuitive and socio-centric.