Relationships and quality management: the Pastificio Rana case study

That communication has taken on a strategic role in governance and organisational development is now widely accepted among communication and management scholars (Argenti 2008 ; Cornelissen 2011 ; van Riel and Fombrun 2007 ). This thesis is reinforced by pointing out that the process of institutionalising communication, which began at the end of the twentieth century, has fi rmly established itself in large fi rms, both public and private.