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Article
Publication date: 18 May 2018

Alexander Buhmann and Peggy Simcic Brønn

The purpose of this paper is to understand factors that may stimulate or inhibit communication practitioners when it comes to measurement and evaluation (M&E) of…

Abstract

Purpose

The purpose of this paper is to understand factors that may stimulate or inhibit communication practitioners when it comes to measurement and evaluation (M&E) of communication initiatives at the outcome level (i.e. impact on stakeholder’s attitudes and behavior or business results).

Design/methodology/approach

Based on Ajzen’s (1985) theory of planned behavior (TPB), the authors develop and test a new model to analyze antecedents to M&E behavior (attitude, perceived norms, and behavioral control) and assess how they impact practitioners’ intentions to perform outcome M&E. The model is tested in a standardized online survey (n=371).

Findings

Findings show that the TPB model explains a large amount of the variance in practitioners’ intentions to engage in M&E at the outcome level. The model demonstrates that attitude toward outcome M&E and perceived behavioral control, particularly lack of skills, are the two strongest drivers influencing practitioners’ intentions to measure and evaluate outcomes of their communication initiatives. Perceived norms to perform outcome M&E has only a very weak effect on intentions.

Research limitations/implications

The findings highlight the potential of education when it comes to developing M&E capabilities in the practice. They also suggest that the role of normative pressure to perform outcome M&E needs to be better understood in terms of the dynamics of standardization specifically regarding design, implementation, and monitoring of M&E standards.

Originality/value

The study is the first to go beyond the common descriptive focus in studying M&E practices and is the first application of the TPB to understand the factors that drive communication practitioners’ intentions to perform M&E.

Details

Corporate Communications: An International Journal, vol. 23 no. 3
Type: Research Article
ISSN: 1356-3289

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Article
Publication date: 1 February 1989

Ronald E. Rice, Douglas Hughes and Gail Love

Analyses the adoption and use of an electronic messaging system(EMS) by members of a large R&D organisation. Develops and testshypotheses about relationships among job…

Abstract

Analyses the adoption and use of an electronic messaging system (EMS) by members of a large R&D organisation. Develops and tests hypotheses about relationships among job categories, perceived social presence of an EMS, use of the system, and outcomes – such as effectiveness, communication flow and the use of extant media. Discusses lessons learned. Offers further areas of potential research.

Details

Office Technology and People, vol. 5 no. 2
Type: Research Article
ISSN: 0167-5710

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Article
Publication date: 1 April 2006

Hilary Fussell, Jill Harrison‐Rexrode, William R. Kennan and Vincent Hazleton

The purpose of this paper is to explore the connection between social capital, transaction costs, and organizational outcomes.

Abstract

Purpose

The purpose of this paper is to explore the connection between social capital, transaction costs, and organizational outcomes.

Design/methodology/approach

The study is based on a survey of 176 employees of a high‐tech manufacturer of electronics located in the Mid‐Atlantic region of the USA. The survey included three self‐report measures: social capital, transaction costs, and organizational outcomes. Self‐report items were used to measure three dimensions of social capital: structure, relationships, and communication. Transaction cost items measured information exchange, problem solving, conflict management, and behavior regulation. Questions measuring organizational outcomes included quality, change, equity, and fairness.

Findings

The central finding of this research is the significant association between social capital and both transaction costs and organizational outcomes. As expected, trust served as a predictor of both transaction costs and organizational outcomes. In addition, the social capital components of access, timing, and network ties were significantly associated with transaction costs and organizational outcomes.

Research limitations/implications

The items used to measure the communication dimension of social capital did not demonstrate sufficient reliability to be entered into the analysis.

Practical implications

The results suggest an alternative approach to considering the connection between communication management and organizational achievement. This approach, also, theoretically centralizes communication and communication related concerns as foundational for social capital analysis.

Originality/value

This study offers a valuable alternative theoretic approach to understanding the impact of communication on organizational affairs.

Details

Corporate Communications: An International Journal, vol. 11 no. 2
Type: Research Article
ISSN: 1356-3289

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Article
Publication date: 5 June 2017

Katariina Silander, Paulus Torkki, Paul Lillrank, Antti Peltokorpi, Saara A. Brax and Minna Kaila

Modularity promises to relieve problems of complexity in service systems. However, limited evidence exists of its application in specialized hospital services. The purpose…

Abstract

Purpose

Modularity promises to relieve problems of complexity in service systems. However, limited evidence exists of its application in specialized hospital services. The purpose of this paper is to identify enablers, constraints, and outcomes of modularization in specialized hospital services.

Design/methodology/approach

A qualitative comparative study of a hematology unit with modular service architecture and an oncology unit with integral service architecture in a university hospital is performed to analyze the service architectures, enablers and constraints of modularization, and outcomes.

Findings

A framework and five propositions combining the characteristics of specialized hospital services, enabling activities, and outcomes of modularization were developed. Modular service architecture was developed through limiting the number of treatment components, reorganizing production of standardized components into a separate service unit, and standardizing communication and scheduling in interfaces. Modularization increased service efficiency but diluted ownership of services, decreased customization, and diminished informal communication. This is explained by the specific characteristics of the services: fragmented service delivery, professional autonomy, hierarchy, information asymmetry, and requirement to treat all.

Research limitations/implications

Modularization can increase efficiency in specialized hospital services. However, specific characteristics of specialized care may challenge its application and limit its outcomes.

Practical implications

The study identifies enabling activities and constraints that hospital managers should take into account when developing modular service systems.

Originality/value

This is the first empirical study exploring the enablers, constraints, and outcomes of modularization in specialized hospital services. The study complements literature on service modularity with reference to specialized hospital services.

Details

International Journal of Operations & Production Management, vol. 37 no. 6
Type: Research Article
ISSN: 0144-3577

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Article
Publication date: 4 December 2017

Titus Ebenezer Kwofie, Emmanuel Adinyira and Frank Fugar

Communication ineffectiveness inherent in the unique attributes of Mass Housing Project (MHP) features is well admitted in the body of literature. However, the…

Abstract

Purpose

Communication ineffectiveness inherent in the unique attributes of Mass Housing Project (MHP) features is well admitted in the body of literature. However, the understanding of the extent and nature of this influence of the unique features of MHPs requires an empirical insight. The aim of this paper is to identify the communication ineffectiveness induced by the unique features and delineate the implications of the findings for mass housing practitioners and stakeholders towards engendering effective communication performance.

Design/methodology/approach

Through a structured questionnaire survey, data were elicited from mass housing stakeholders and project team leaders. The data were subsequently analysed using structural equation modelling, and the communication effectiveness evaluation model was developed. Subsequently, the model was validated through a questionnaire survey on ten experienced mass housing practitioners, researchers and stakeholders.

Findings

The results revealed significant, moderate and weak effects of the unique features of MHP team communication performance. This suggests that the unique features of MHPs have varying degree of influence on the communication performance among project teams’ delivery. The findings provide practical, empirical insights and understanding into the inherent communication ineffectiveness on MHPs, and thus are very useful in communication management and planning in MHP’s delivery.

Originality/value

Against the backdrop of the need to gain an in-depth understanding of the inherent communication challenges towards improving communication performance in MHP delivery, the findings have rigorously revealed and provided clear insight into the nature of communication ineffectiveness inherent in the unique features of MHPs. The findings and insights provided by this study are thus useful for aligning communication management planning and strategies to the unique MHP environment to engender communication success. Practitioners can also use these findings towards the development of their communication behavioural skills and communication infrastructure for MHP delivery.

Details

Journal of Engineering, Design and Technology, vol. 15 no. 6
Type: Research Article
ISSN: 1726-0531

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Article
Publication date: 1 April 2000

Saadia Asif and Adrian Sargeant

The increasingly competitive financial service environment has recently forced organizations to consider the role that their employees might play in the attainment of a…

Abstract

The increasingly competitive financial service environment has recently forced organizations to consider the role that their employees might play in the attainment of a genuinely sustainable source of competitive advantage. The role of internal communication has thus acquired particular significance as organizations strive to communicate customer needs, organizational values etc. to staff working at every level and, moreover, to encourage staff to maintain a two‐way dialogue with management. It is the purpose of this article to model this communications process, examining the nature of the process, the outcomes thereof and those variables that have the capacity to moderate outcomes, in the context of two UK Clearing Banks. A qualitative approach based on grounded theory has been adopted.

Details

European Journal of Marketing, vol. 34 no. 3/4
Type: Research Article
ISSN: 0309-0566

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Article
Publication date: 9 November 2012

Juan Meng and Bruce K. Berger

The purpose of this research is to investigate how senior communication executives measure the effectiveness of organizations’ internal communication efforts and link the…

Abstract

Purpose

The purpose of this research is to investigate how senior communication executives measure the effectiveness of organizations’ internal communication efforts and link the efforts with organizations’ business performance.

Design/methodology/approach

An online international survey of 264 experienced business communicators was analyzed to identify those specific aspects of internal communication initiatives that have been measured by the organizations on a regular basis. In‐depth interviews with 13 senior communication executives were used as a supplementary approach to share their experiences and insights about measurement challenges in communication practices.

Findings

Results suggested that most business communicators and organizations recognized the importance of measuring organizations’ internal communication initiatives; however, limited metrics have been applied to the assessment process. Several specific aspects of internal communication initiatives (e.g., improved job performance, changed employee behaviors, concentrated employee engagement, etc.) have been given special attention in measurement.

Research limitations/implications

Future research would benefit from the discussion and findings in current measurement challenges and focus on testing the causal relationship between effective internal communication and improved business performance.

Practical implications

Business communicators should demonstrate a stronger request for a consultative leadership direction in the organization to be able to develop and test sets of reliable and consistent metrics and measurement approaches.

Originality/value

This research investigated the measurement challenges that senior communication executives have faced. It is important to recognize current trends and constraints in measurement to be able to leverage the value of communication practices in the organization.

Details

Journal of Communication Management, vol. 16 no. 4
Type: Research Article
ISSN: 1363-254X

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Article
Publication date: 5 June 2019

Heewon Kim and Craig Scott

The purpose of this paper is to investigate how employees use anonymous social media to cope with organizational change, which may affect various engagement outcomes

Abstract

Purpose

The purpose of this paper is to investigate how employees use anonymous social media to cope with organizational change, which may affect various engagement outcomes. Specifically, this study focuses on change communication from management (i.e. top–down communication) and workplace freedom of speech (i.e. bottom–up communication) as potential antecedents of anonymous communication. In turn, commitment, turnover intention and job satisfaction are examined as engagement outcomes.

Design/methodology/approach

An online survey was conducted at Microsoft through Blind, a mobile platform for anonymous communication at work. A series of regression models were used to test hypotheses.

Findings

Results demonstrate that: the quality of change communication was related to anonymous social media use for information and support seeking; workplace freedom of speech was related to anonymous social media use for expressing ideas; perceived usefulness and trustworthiness of anonymous social media positively affected the usage of them; and the quality of change communication and workplace freedom of speech were linked to affective commitment and job satisfaction.

Originality/value

Despite the growing popularity of anonymous social media at work, their use and influences have received scarce empirical attention. This study advances the authors’ knowledge of the antecedents, characteristics and outcomes of anonymous social media use in a work environment characterized by frequent organizational changes. The findings also highlight the significance of communication qualities and freedom of speech at work.

Details

Corporate Communications: An International Journal, vol. 24 no. 3
Type: Research Article
ISSN: 1356-3289

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Article
Publication date: 10 August 2020

Upasna A. Agarwal and Sushmita A. Narayana

The present study aims to examine the impact of relational communication, operationalized in terms of information sharing, quality and frequency of information, on buyer's…

Abstract

Purpose

The present study aims to examine the impact of relational communication, operationalized in terms of information sharing, quality and frequency of information, on buyer's trust and relationship satisfaction in a buyer–vendor relationship. The study also tests the mediating role of trust and the moderating role of relationship commitment in relational communication and satisfaction relationship.

Design/methodology/approach

The data for the study were collected through a questionnaire survey from 321 managers of the different firms who were directly or indirectly involved in making procurement or purchasing decision in the firm and were familiar with the firm's supplier relationships.

Findings

Relational communication was found to be positively related to relational satisfaction and trust partially mediated this relationship. Further, relationship commitment moderated relational communication-satisfaction relationship, such that the positive affect of relational communication on relational satisfaction was accentuated when buyer experienced higher relationship commitment towards the supplier.

Research limitations/implications

Using single source, self-reported questionnaire data and cross-sectional research design are the limitations of this study. Studies in future should consider a dyadic perspective. The study outlines the need to explore investments and strategies in enhancing relational communication in buyer–vendor relationships.

Originality/value

Anchored in theoretical foundations of social exchange theory, the study integrates and tests behavioral aspects of buyer–vendor relationship. Testing an integrated model with direct and indirect effects of relational communication on relationship satisfaction in buyer–vendor is a significant contribution of the research. The study also contributes by examining relational exchanges in buyer-vendor relationships in India, an underrepresented context in buyer–supplier relationship (BSR) literature.

Details

Benchmarking: An International Journal, vol. 27 no. 8
Type: Research Article
ISSN: 1463-5771

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Article
Publication date: 1 June 1996

Brent M. Wren and James T. Simpson

Since the mid‐1960s scholars have sought to better understand the issues which affect the effectiveness of buyer‐seller interactions. While much progress has been made…

Abstract

Since the mid‐1960s scholars have sought to better understand the issues which affect the effectiveness of buyer‐seller interactions. While much progress has been made, existing knowledge is rather scattered and disjointed due to a lack of integration. Assesses the contributions of various research frameworks and incorporates them into a comprehensive model of the buyer‐seller relationship. Of particular importance is the model’s focus on the interaction environment of the buyer‐seller relationship. Provides a discussion and rationale for the variables included in the contingency framework and discusses the implications of the proposed model.

Details

Journal of Business & Industrial Marketing, vol. 11 no. 3/4
Type: Research Article
ISSN: 0885-8624

Keywords

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