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Reporting a Cyber Security Breach: How Organizations Respond International Journal of Business Communication (IF 2.625) Pub Date : 2024-03-11 Jef Naidoo, Ron Dulek, Seth Butler, Brooke Baily
Cyber breaches and ransomware attacks now occur so frequently that they have become facets of organizational life. These breaches are unique in that they are initially silent; a limited number of organizational members know about the incident so firms usually have ample time to prepare a Cyber Breach Revelation (CBR). This study analyzes 378 press releases acknowledging a cyber security breach. It
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Interaction Effect of Management Communication and Workplace Formalization on Shared Goals and Commitment of Employees During Post-Merger and Acquisition Integration International Journal of Business Communication (IF 2.625) Pub Date : 2024-03-04 Piyada Soontornchaiya, Peerayuth Charoensukmongkol
This research analyzes the effect of management communication on shared goals and organizational commitment of employees during post-merger and acquisition integration. In addition, we examine whether a work policy in terms of formalization could moderate the effect of management communication on shared goals of employees. Survey data were collected from 209 employees at a company in the power and
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Book Review: Positive Communication for Leaders: Proven Strategies for Inspiring Unity and Effecting Change by Mirivel J. C. and Lyon A. International Journal of Business Communication (IF 2.625) Pub Date : 2024-02-28 Jacqueline Mayfield, Milton Mayfield
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Notes From the Editors – Leveraging Effective Altruism: CSR Communication That Pays It Forward International Journal of Business Communication (IF 2.625) Pub Date : 2024-02-28 Jacqueline Mayfield, Milton Mayfield
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Spotlight on a Thought Leader - How to Become an Effective Communicator: Schulz von Thun’s Contribution to Business Communication International Journal of Business Communication (IF 2.625) Pub Date : 2024-02-28 Fabienne Bünzli, Martin J. Eppler
This article explores the ingredients of effective business communication, presenting the extensive work of German psychologist and communication expert Friedemann Schulz von Thun. Over the course of his 50-year career, Schulz von Thun has developed numerous frameworks and tools that enhance our understanding of how to talk to one another to settle disagreements, promote strong relationships and foster
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Methods Showcase—Using PLSF-SEM in Business Communication Research International Journal of Business Communication (IF 2.625) Pub Date : 2024-02-21 Ned Kock
Structural equation modeling (SEM) is a data analysis method that is widely used in business communication research, as well as research in many other fields, when scholars need to test complex models with multiple outcomes, interactions, or operations across different situations. To date, however, researchers have had to choose between using covariance-based SEM, and dealing with convergence problems;
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An Integrated Framework for Exploring the Impact of Leadership Communication on Employee Trust During Disruptive Crisis Times International Journal of Business Communication (IF 2.625) Pub Date : 2024-02-05 Linjuan Rita Men, Yufan Sunny Qin, Alexis Bajalia Fitzsimmons, Marcia W. DiStaso, Eve Heffron
Drawing insights from leadership, public relations, and communication literature, this study aimed to advance the theorization of leadership communication in disruptive crisis times. Specifically, leadership communication attributes of transparency, authenticity, empathy, and optimism (TAEO) were connected to a central internal communication outcome, employee trust. Through an online survey with 1
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Optimizing AI Social Chatbots for Relational Outcomes: The Effects of Profile Design, Communication Strategies, and Message Framing International Journal of Business Communication (IF 2.625) Pub Date : 2024-02-05 Alvin Zhou, Wan-Hsiu Sunny Tsai, Linjuan Rita Men
With more corporations incorporating artificial intelligence (AI) tools like social chatbots into their public communication practices, we explore optimal chatbot designs for organization-public relational outcomes. Our 2 × 2 × 2 factorial web experiment with eight custom-designed chatbots showed that communication strategies (verbal and non-verbal social cues such as emoji, memes, filler words, and
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Don’t Mess With Mama Bear: How Workplace Bullying Bystanders Find Meaning in Their Role International Journal of Business Communication (IF 2.625) Pub Date : 2024-01-30 Jenilee Crutcher Williams, Michelle T. Violanti
Workplace bullying is a widespread issue with nearly 80 million people in the U.S. affected. Bystanders (i.e., non-bullied witnesses), who can adopt constructive or destructive behaviors, become integral to the trajectory of bullying issues. This study uses a sensemaking in organizations theoretical framework to examine how workplace bullying bystanders in academia make sense of their position. Thirty-seven
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Authentic Leadership, Motivating Language, Psychological Empowerment, and Work Engagement: A Serial Mediation Model International Journal of Business Communication (IF 2.625) Pub Date : 2024-01-22 Bulent Uluturk, Elgiz Yilmaz Altuntas, Pelin Hürmeriç
The purpose of this study was to develop and test a model to investigate the serial mediating roles of motivating language and psychological empowerment in the relationship between authentic leadership and work engagement. Using a sample of Turkish public hospital nurses, the findings indicate that authentic leadership positively affects work engagement directly and indirectly through motivating language
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Cross-National Study of Transparency in CSR Communication and Corporate Trust: Mediating Roles of Perceived Altruism and Perceived Skepticism International Journal of Business Communication (IF 2.625) Pub Date : 2024-01-22 Hyejoon Rim, Chuqing Dong, Yafei Zhang
This study uses online surveys administered in the US ( N = 491), the UAE ( N = 538), and South Korea ( N = 548) to examine the associations between transparency strategies in CSR communication (i.e., participation, substantial information, and accountability) and the public’s evaluation of corporate trust. Additionally, it investigates the mediating roles of perceived altruism and skepticism toward
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Is Cyberloafing an Outcome of Supervisor Phubbing: Examining the Roles of Workplace Ostracism and Psychological Detachment International Journal of Business Communication (IF 2.625) Pub Date : 2023-05-06 Anubhuti Saxena, Shalini Srivastava
Supervisor phubbing (or phone snubbing) is the phenomenon where a supervisor snubs a subordinate by favoring his/her mobile phone above him/her when they are in a meeting. Subordinates who are phon...
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Collective Responsibility in the Workplace and its Effects on COVID-19 Vaccine Acceptance Among Employees: The Role of Strategic Internal Communication International Journal of Business Communication (IF 2.625) Pub Date : 2023-05-06 Jo-Yun Li, Weiting Tao, Yeunjae Lee
Businesses, as one of the largest units in society, are expected to be socially responsible and become vaccine advocate to help with recovery from the COVID-19 pandemic. Building upon this expectat...
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Subordinate Articulated Dissent as Influenced by Supervisor Behaviors: The Hazards of Humor International Journal of Business Communication (IF 2.625) Pub Date : 2023-04-07 Stephanie Kelly, Cheng Zeng, Michael K. Cundall, Jr.
This study investigated the influence of supervisor communication on subordinates’ articulated dissent behaviors. Through the guidance of construal level theory, it was proposed that supervisor com...
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Congruence in Communication and Customer Booking Decision: A Cognitive Heuristic Perspective International Journal of Business Communication (IF 2.625) Pub Date : 2023-03-06 Hongli Wang, Cuiqi Liang, Yunxia Zhu, Mengnan Zhou
This study adopts a cognitive heuristic perspective to examine the role of congruence in communication in influencing customer decision-making in the Airbnb context. It is well accepted that home-f...
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Commentary—Much ado About Something Else. Donald Trump, the US Stock Market, and the Public Interest Ethics of Social Media Communication International Journal of Business Communication (IF 2.625) Pub Date : 2023-03-06 Leonella Gori, Pier Luigi Sacco, Emanuele Teti, Francesca Triveri
We analyze Donald J. Trump’s Twitter activity over the last months of the 2016 presidential campaign, his period as President Elect, and his Presidential term until Fall 2019, shortly before the ou...
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Value Creation in Start-Up Discourse: Linking Pitch and Venture Through Logics of Justification International Journal of Business Communication (IF 2.625) Pub Date : 2023-01-11 Germán Varas, Omar Sabaj, Clay Spinuzzi, Miguel Fuentes, Valentin Gerard, Paula Cabezas
How do start-ups create value through the language of their business pitches? In this article, we investigate that question by identifying the logics of justification they use, traditionally concep...
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Dissent in Reality: A Commentary on Representations of Organizational Dissent on Undercover Boss International Journal of Business Communication (IF 2.625) Pub Date : 2022-12-18 Rose Helens-Hart, Jenna Haugen, Robert Lloyd
Reality television that allegedly takes us inside organizations provides researchers with abundant data to consider how culture industries narrate and shape understandings of (un)idealized work pra...
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Employee-Organization Identity Fusion: Connecting Leadership and Symmetrical Internal Communication to Identity- and Engagement-Related Outcomes International Journal of Business Communication (IF 2.625) Pub Date : 2022-10-26 Arunima Krishna
Employees are key organizational stakeholders whose value to the enterprise’s functioning has long been emphasized in business communication literature. The present study serves to integrate busine...
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Examining the Influence of Algorithmic Message Personalization on Source Credibility and Reputation International Journal of Business Communication (IF 2.625) Pub Date : 2022-10-11 Natalie Brown-Devlin, Hayoung Sally Lim, Jingyue Tao
Digital technologies such as AI (Artificial Intelligence) and big data analytics are altering public relations practices such as scanning social media and posting during crises. Crisis scholarship ...
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Commentary: A Space for Place in Business Communication Research Updated International Journal of Business Communication (IF 2.625) Pub Date : 2022-10-03 Deborah C. Andrews
In a Commentary published in 2017, I urged researchers to consider place both as a setting and an agent fostering collaborative practices in open-plan corporate offices (Andrews, 2017). This Commen...
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Increasing Employee Motivation to Lead Through an Understanding of Communication Apprehension International Journal of Business Communication (IF 2.625) Pub Date : 2022-09-13 Joy Jones-Carmack
This study expanded on current theoretical understanding of motivation to lead by testing a model that includes communication apprehension as a key predictor of motivation to lead. The hypotheses w...
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Perceived Organizational Listening Effectiveness: A Comparison of Consumer Intelligence Provider and Consumer Intelligence User Assessments International Journal of Business Communication (IF 2.625) Pub Date : 2022-09-05 David Randall Brandt, William A. Donohue
This paper describes research focusing on how an organizational member’s role in the process—specifically, whether s/he is a consumer intelligence provider or a consumer intelligence user—may impac...
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Self-Leadership and Psychological Capital as Mediators in the Influence of Leader Motivating Language on Everyday Innovative Behavior International Journal of Business Communication (IF 2.625) Pub Date : 2022-09-05 Wei Su, Juhee Hahn
Innovation is critical to the growth and prosperity of an organization. In daily work, everyday innovation is more often developed by employees than large-scale institutional innovation. This resea...
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Do We Burn Ourselves Trying to Save Face? Face Concerns as a Predictor of Subordinate Willingness to Self-Censor and Burnout International Journal of Business Communication (IF 2.625) Pub Date : 2022-08-23 Stephanie Kelly, Wiley S. Brown, Sherrie Drye
The face concerns a person holds dictates how they will approach conflict in the workplace. The present study sought to understand how these conflict orientations ultimately affected subordinate bu...
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The Influence of Colorblind and Race-Acknowledged Organizational Socialization Messages During Offer Consideration International Journal of Business Communication (IF 2.625) Pub Date : 2022-08-23 Jasmine T. Austin, Ryan S. Bisel
This study investigated a key question involved with attracting and retaining a diverse workforce: Should recruiters provide race-related realistic organizational previews (ROPs) to job candidates ...
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One Earth, One Humanity Versus the Virus: Examining the Global COVID-19 Social Partnership Communication Networks on Social Media International Journal of Business Communication (IF 2.625) Pub Date : 2022-07-27 Wenlin Liu, Aimei Yang, Jieun Shin, Yiqi Li, Jingyi Sun, Yan Qu, Lichen Zhen, Hye Min Kim, Chuqing Dong
The COVID-19 pandemic has posed severe challenges that require collaborative efforts from multi-sector organizations. Guided by an institutional theory framework that considers how both organizatio...
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Reducing Anxiety Through Workplace Communication During COVID-19: Who, What, When, and How International Journal of Business Communication (IF 2.625) Pub Date : 2022-07-08 Avi Kay, Livia Levine, Ephraim Shapiro
Organizational communication is particularly important during times of uncertainty and turmoil, such as the first few weeks of COVID-19 in the United States. This paper explores the who, what, when...
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Do Mixed Emotions Matter in a Crisis? The Impact of Expressing Sadness and Sympathy on Organizational Reputation and Forgiveness International Journal of Business Communication (IF 2.625) Pub Date : 2022-07-01 James Ndone
This study seeks to advance the literature in emotional crisis communication by comparing the effects of single emotional message framing to mixed emotional message framing in organizational crisis on organizational reputation and forgiveness. Through an online four (emotional message framing: control vs. negative emotion [sadness] vs. positive emotion [sympathy] vs. mixed-valence emotions [both sadness + sympathy])
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Should I Speak Up? How Supervisory Communication, Team Culture, and Team Relationships Determine Employees’ Voice Behavior International Journal of Business Communication (IF 2.625) Pub Date : 2022-06-22 Cen April Yue, Patrick Thelen, Aniisu K. Verghese
The extent to which employees convey or withhold useful information has important implications for organizational effectiveness. Nevertheless, employee voice is under-researched in the public relations literature. Grounded in social exchange theory and internal communication literature, the current study addressed this research gap by arguing that leaders’ communication style plays a pivotal role in
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Expressing Demands or Offers: How to Promote Volunteering Using Visual and Verbal Appeals International Journal of Business Communication (IF 2.625) Pub Date : 2022-06-09 Fabienne Bünzli, Martin J. Eppler, Katarina Stanoevska-Slabeva, Alena Hofer
Due to an increased competition for volunteers, nonprofit organizations have intensified efforts to recruit members as volunteers. But how to effectively persuade members to volunteer using visual communication? Research suggests that images are most persuasive when they demand something from the viewer. A demand is expressed through the depiction of a person who directly gazes at the viewer, whereas
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Workplace Romance and Career Reputation Effects across Industries International Journal of Business Communication (IF 2.625) Pub Date : 2022-06-07 Rebecca M. Chory, Lisa Mainiero, Sean M. Horan
The purpose of this study was to empirically answer the longstanding question regarding industry differences in reactions to workplace romance. Departing from prior research designs, and employing the largest workplace romance sample to date, close to 1,000 adults in major US cities reported their workplace romance experiences and beliefs through an internet survey. Beliefs about workplace romance’s
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Exploring Early-Career Job Seekers’ Online Uncertainty Management International Journal of Business Communication (IF 2.625) Pub Date : 2022-05-23 Stephanie A. Smith, Cameron Piercy, Yaguang Zhu
Using the framework of uncertainty management theory (UMT), this study qualitatively explores the extent to which entry-level job seekers engage in online information seeking, or cybervetting, about employers, why they do it, and how cybervetting influences their subsequent communication. We conducted 19 focus groups, involving 100 participants across three universities, to capture the rich experiences
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A Story About Speaking Up: Mediation Effects of Narrative Persuasion on Organizational Voice Intentions International Journal of Business Communication (IF 2.625) Pub Date : 2022-05-13 Roger Gans, Mengqi Zhan
Despite well-recognized organizational benefits when speaking up is normative employee behavior, employees often remain reluctant to speak up in organizational settings. To date, strategies to promote speaking up have largely focused on policy and environmental factors, with scant attention paid to development of successful promotional messages. To explore message strategies for promoting speaking
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Supervisor Computer-Mediated Immediate Behaviors: Fostering Subordinate Communication International Journal of Business Communication (IF 2.625) Pub Date : 2022-04-02 Stephanie Kelly, Ayanna Dawkins, Kenneth T. Rocker, Shonai Someshwar, Travis Penny
Through the guidance of construal level theory, this paper tested a model in which supervisor computer-mediated immediate behaviors indirectly increased subordinates’ relational maintenance communication at work and decreased their self-censoring behaviors in the presence of their supervisor. The influence of supervisor computer-mediated immediate behaviors was mediated through the affective construal
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Spotlight on a Thought Leader in Business Communication: Ronald E. Dulek, Ph.D. International Journal of Business Communication (IF 2.625) Pub Date : 2022-03-26 Kim Sydow Campbell
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Business Communication Lessons in Agility: Introduction to the Special Issue on the COVID-19 Pandemic International Journal of Business Communication (IF 2.625) Pub Date : 2022-03-26 Jacqueline Mayfield, Milton Mayfield
This introduction explains our vision, inclusion criteria, and mission for a curated issue about business communication and COVID-19. We focus on the big picture of communication agility lessons from a VUCA (volatility, uncertainty, complexity, and ambiguity) environment. We also present a definition and a typology of agile business communication, largely drawn from the papers in this collection. These
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Erratum to Business Communication Lessons in Agility: Introduction to the Special Issue on the COVID-19 Pandemic International Journal of Business Communication (IF 2.625) Pub Date : 2022-03-26
Mayfield, J., & Mayfield, M. (2022). Business communication lessons in agility: Introduction to the special issue on the COVID-19 pandemic. International Journal of Business Communication, 59(2), 163-173.
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Trust Me: Interpersonal Communication Dominance as a Tool for Influencing Interpersonal Trust Between Coworkers International Journal of Business Communication (IF 2.625) Pub Date : 2022-03-11 Luke A. Langlinais, Heath A. Howard, Jeffery D. Houghton
Perceptions of trustworthiness are an established antecedent of interpersonal trust. However, the trust and communication literatures provide fewer insights into possible proactive tools for positively influencing trustworthiness. Interpersonal communication dominance is a skill used to influence another individual in an interpersonal relationship. Using social information processing theory, we hypothesize
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Exploring the Impact of Internal Communication on Employee Psychological Well-Being During the COVID-19 Pandemic: The Mediating Role of Employee Organizational Trust International Journal of Business Communication (IF 2.625) Pub Date : 2022-03-08 Yufan Sunny Qin, Linjuan Rita Men
This study examines whether and how internal communication at different levels (i.e., corporate symmetrical communication and supportive peer communication) interact to influence employee psychological well-being during the COVID-19 pandemic. This study also reveals the mediating effects of employee organizational trust in this process, which helps explain how internal communication influences employee
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The Use of Humor in Employee-to-Employee Workplace Communication: A Systematic Review With Thematic Synthesis International Journal of Business Communication (IF 2.625) Pub Date : 2022-01-06 Stephen Taylor, Jane Simpson, Claire Hardy
The aim of this systematic review was to develop a thematic synthesis of existing qualitative studies to explore the use of humor in employee-to-employee workplace communication and provide a greater understanding of this area of research through the experiences of employees. A number of databases were searched using key terms and papers were selected using pre-specified criteria. The thematic synthesis
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Pronouns, Positioning, and Persuasion in Top Nonprofits’ Donor Appeals International Journal of Business Communication (IF 2.625) Pub Date : 2021-12-09 Paula Lentz, Kristen Getchell, James Dubinsky, Mary Katherine Kerr
Despite increased giving in 2019, competition for donations among nonprofits remains high, especially when a charitable organization’s niche overlaps with that of others’. Consequently, nonprofit charitable organizations must tell stories that persuade donors to support their mission and contribute. This study uses positioning theory to examine how websites of the charitable organizations that appeared
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Human-Centered Leadership Development: A Communication-Based Approach for Promoting Authentic and Transformational Leadership International Journal of Business Communication (IF 2.625) Pub Date : 2021-11-10 Abram D. Anders
Leadership development (LD) has been shown to deliver significant value in both professional and academic settings. However, scholars of leadership communication and LD have argued for a need to recognize LD as a highly social, co-creative, and communicative process in which followership and larger organizational and social contexts play a significant role. Recent research has also argued for self-directed
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Product Placement Bibliometric Study: Generic Journals Versus Specific-Communication Journals International Journal of Business Communication (IF 2.625) Pub Date : 2021-11-02 Natalia Vila-López, Ines Kuster-Boluda
Media fragmentation represents new challenges for product placement strategies to become an increasingly effective way to reach consumers and non-users. In this frame, this paper has been developed with three main objectives: (i) to carry on a performance analysis to measure the visibility/impact of the scientific product in product placement (most cited authors, journals, and themes), (ii) to visually
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Hierarchical and Role-Based Differences in the Perception of Organizational Listening Effectiveness International Journal of Business Communication (IF 2.625) Pub Date : 2021-10-29 David Randall Brandt
A growing body of research underscores the importance of how effectively (or poorly) organizations listen and respond to key external publics and stakeholders. This paper describes research focusing on how organizational hierarchy and member roles impact perceptions of organizational listening effectiveness, specifically the process of capturing, analyzing, disseminating, and utilizing the “Voice of
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The Relationship of Internal Communication Satisfaction With Employee Engagement and Employer Attractiveness: Testing the Joint Mediating Effect of the Social Exchange Quality Indicators International Journal of Business Communication (IF 2.625) Pub Date : 2021-10-26 Ana Tkalac Verčič, Zvonimir Galić, Krešimir Žnidar
In order to improve internal communication within organizations, it is necessary to understand it better. This study explores the potential impact of internal communication on employee engagement and employer attractiveness by testing the mediating effects of social exchange quality indicators. A survey of 1,805 employees was used to test the relationships between internal communication satisfaction
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The Role of Symmetrical Internal Communication in Improving Employee Experiences and Organizational Identification During COVID-19 Pandemic-Induced Organizational Change International Journal of Business Communication (IF 2.625) Pub Date : 2021-10-08 Ruoyu Sun, Jo-Yun Queenie Li, Yeunjae Lee, Weiting Tao
Integrating strategic internal communication research with organizational change literature and organizational support theory, this study proposes a theoretical model to understand the influence of symmetrical internal communication on employees’ cognitive and affective experiences and organizational identification in a COVID-19 pandemic-induced change situation. A quantitative online survey was conducted
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Organizational Information and Communication Technologies and Their Influence on Communication Visibility and Perceived Proximity International Journal of Business Communication (IF 2.625) Pub Date : 2021-10-06 Ward van Zoonen, Anu Sivunen, Ronald E. Rice, Jeffrey W. Treem
This study investigates the relationships between the use of various organizational ICTs, communication visibility, and perceived proximity to distant colleagues. In addition, this study examines the interplay between visibility and proximity, to determine whether visibility improves proximity, or vice versa. These relationships are tested in a global company using two waves of panel survey data. ESM
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Confronting Idea Stealers in the Workplace: The Unfortunate Moral Credentialing Granted to Power-Holders International Journal of Business Communication (IF 2.625) Pub Date : 2021-10-04 Nicole A. Ploeger-Lyons, Ryan S. Bisel
How and when do employees confront one another for stealing their ideas? Business communication literature on confronting unethical behavior is synthesized with moral licensing theory to better understand responses to unethical actors about unjustified credit taking in the workplace. In this message production experiment, working adults (N = 344) were randomly assigned to respond to a supervisor, peer
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Breaking the Sound of Silence: Explication in the Use of Strategic Silence in Crisis Communication International Journal of Business Communication (IF 2.625) Pub Date : 2021-09-21 Augustine Pang, Yan Jin, Youngji Seo, Sung In Choi, Hui-Xun Teo, Phuong D. Le, Bryan Reber
Crises present organizations with the “rhetorical exigency” to enact control. Silence is not an option. This study, as the first empirical examination of Author A’s seminal study on silence in crisis communication, examines, first, if silence can be strategically used as a bona fide strategy; second, under what circumstances should silence be broken; and third, when silence is broken, how it affects
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Creating Organizational Authenticity and Identification: Effect of Leaders’ Motivating Language and Impact on Employee Advocacy International Journal of Business Communication (IF 2.625) Pub Date : 2021-08-24 Cen April Yue
This study surveyed 482 employees in the United States to test the impact of leaders’ motivating language on employee advocacy. In addition, the study tested the mediating role of perceived organizational authenticity and employee organizational identification. Results suggested that motivating language is not directly related to employee advocacy. However, an indirect relationship is observed through
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Can We Talk? Improving Employee Contextual Performance Using Motivating Language and Feedback Orientation International Journal of Business Communication (IF 2.625) Pub Date : 2021-08-11 Emily Elsner Twesme, Jon M. Werner, Aditya Simha
This study sought to determine whether motivating language theory and feedback orientation theory connect, and if so, whether or not this impacts employee contextual performance in the workplace. Survey data was collected from 458 individuals (142 undergraduate students, and a national sample of 316 employees). Statistically significant relationships were observed between motivating language and feedback
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Social Media Influencer Effects on CSR Communication: The Role of Influencer Leadership in Opinion and Taste International Journal of Business Communication (IF 2.625) Pub Date : 2021-07-28 Yang Cheng, Chun-Ju Flora Hung-Baesecke, Yi-Ru Regina Chen
With the prevalence of social media usage among consumers, brands have increasingly utilized paid social media influencer (SMI) endorsements in their corporate social responsibility (CSR) communication. However, how such practice generates positive consumer responses is not well understood. Drawing from signaling theory, social learning theory, and social identity theory, a structural equation model
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The Impact of Employee Empathy on Brand Trust in Organizational Complaint Response Emails: A Closer Look at Linguistic Realization International Journal of Business Communication (IF 2.625) Pub Date : 2021-07-19 Rebecca Van Herck, Sofie Decock, Bernard De Clerck, Liselot Hudders
This study investigates the effect of linguistic realizations of employee empathy (LREE) on brand trust in email responses to customer complaints. We explore possible mediating effects of perceived empathy and perceived complaint handling quality and we look into moderation effects of compensation (Study 1) or customer’s acceptance of blame (Study 2). Our aim is to find out if LREE have a negative
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To Wear or Not to Wear: A Commentary on Mistrust in Public Comments to CDC Tweets about Mask-Wearing during COVID19 International Journal of Business Communication (IF 2.625) Pub Date : 2021-07-01 Tatiana Batova
Trust is an important component of crisis communication, and social media has been shown a promising avenue for building trust. Yet, mixed findings about how effectively government organizations utilize social media during health crises such as pandemics or infectious disease outbreaks require further research to better understand how trust is created and destroyed. This study investigates the factors
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Information Adequacy and Strategic Behavioral Change Communication as a Pandemic Management Tool: The Mediating Role of Interaction Resonance International Journal of Business Communication (IF 2.625) Pub Date : 2021-07-01 Hassan Bashir, Sudi Nangoli, Yunia Musaasizi, Florence Nakajubi, Mellan Basemera, Christine Ayibo
A strategic approach to behavioral change communication streamlines communication processes of a health institution in a crisis setting like COVID-19 pandemic. In such a setting, it is important to focus communication efforts to reach the different audience groups and ensure common understanding and willingness to act by all the groups in order to achieve the institution’s mission of curbing the pandemic
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Testing the Theory of Communication and Uncertainty Management in the Context of Digital Transformation with Transformational Leadership as a Moderator International Journal of Business Communication (IF 2.625) Pub Date : 2021-06-22 Masaki Matsunaga
Digital transformation provokes a great deal of uncertainty among employees. To gain insights into how employees manage the uncertainty driven by digital transformation and also how leaders can support them, this study has drawn on the theory of communication and uncertainty management (TCUM), which posits that the impact of uncertainty varies by how individuals appraise it and social support enhances
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When Your Boss Says, “You Need to Sound More Professional”: Writing Style and Writer Attributions International Journal of Business Communication (IF 2.625) Pub Date : 2021-06-15 Kim Sydow Campbell, Jefrey S. Naidoo, Jordan Smith
One line of prior research has focused on the effect of style on readers’ ability to comprehend or willingness to engage with a message. A separate line has illuminated the effect of errors on the impressions readers form about writers, identifying potentially serious consequences (e.g., the willingness to accept the writer as a coworker or to fund the writer’s business pitch). To date, few studies
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Framing Sustainable Finance: A Critical Analysis of Op-eds in the Financial Times International Journal of Business Communication (IF 2.625) Pub Date : 2021-06-15 Nadine Strauß
Being at the forefront in the public discussion about sustainable finance (SF) has become a competitive advantage for financial corporations. This study investigates op-eds by representatives of major global investment banks and asset managers (Black Rock, Goldman Sachs, HSBC, Morgan Stanley, UBS) published between 2018 and 2019 in the Financial Times regarding SF. Using an in-depth textual analysis
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Fostering Employee Trust via Effective Supervisory Communication during the COVID-19 Pandemic: Through the Lens of Motivating Language Theory International Journal of Business Communication (IF 2.625) Pub Date : 2021-06-06 Linjuan Rita Men, Yufan Sunny Qin, Jie Jin
This study examines how supervisory leadership communication during the COVID-19 pandemic fostered employee trust through the lens of motivating language theory. Drawing insight from self-determination theory, this study also reveals the mediating effects of employees’ psychological need satisfaction for competence and relatedness in this process, which help explain how supervisory leadership communication