Quality of communication experience: definition, measurement, and implications for intercultural negotiations
Date
2010
Authors
Liu, L.A.
Chua, C.H.
Stahl, G.K.
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Journal article
Citation
Journal of Applied Psychology, 2010; 95(3):469-487
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Abstract
In an increasingly globalized workplace, the ability to communicate effectively across cultures is critical. We propose that the quality of communication experienced by individuals plays a significant role in the outcomes of intercultural interactions, such as cross-border negotiations. In 4 studies, we developed and validated a multidimensional conceptualization of quality of communication experience (QCE) and examined its consequences in intracultural versus intercultural business negotiations. We proposed and found 3 dimensions of QCE namely, Clarity. Responsiveness, and Comfort. Findings from intercultural and same-cultural negotiations supported the hypotheses that QCE is lower in intercultural negotiation than in intracultural negotiation and that a higher degree of QCE leads to better negotiation outcomes. Moreover, we found evidence that the beneficial effects of higher QCE on negotiation outcomes are more pronounced in intercultural than in intracultural negotiations. We propose an agenda for future research and identify implications for practice.
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Dissertation Note
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Link to a related website: http://epub.wu.ac.at/3046/2/comm2010_JAP_final_28_Jan_2010_with_author_infox.pdf, Open Access via Unpaywall
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Copyright 2010 American Psychological Association