Quality of Communication Experience: Definition, Measurement, and Implications for Intercultural Negotiations

• 成果类型: Article
• 署名作者: Liu, Leigh Anne; Chua, Chei Hwee; Stahl, Guenter K.
• 署名单位: University System of Georgia; Georgia State University; University of South Carolina System; University of South Carolina Columbia; Vienna University of Economics & Business; INSEAD Business School
• 刊物名称: JOURNAL OF APPLIED PSYCHOLOGY
• ISSN/ISSBN: 0021-9010
• DOI: 10.1037/a0019094
• 发表日期: 2010
• 页码: 469-487
• 关键词: quality of communication experience; intercultural negotiations; intracultural versus intercultural negotiations; cognitive; Behavioral; and affective processes in negotiation; cross-cultural communication

摘要

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.