Purpose – In an attempt to gain insight into the effects of transparent communication on critical performances, this paper aims to explore performance measures and communication of a large‐scale service organization, i.e. the Dutch Railways (Nederlandse Spoorwegen, (NS))....

Purpose – The purpose of this paper is to provide an insight into performance communication from an important public service, i.e. the Belgian Railway, towards its employees (internal) and stakeholders (external). Design/methodology/approach – A qualitative research approach was taken in the...