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Article
Publication date: 17 September 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. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 1463-5771

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Article
Publication date: 12 November 2018

Anabela Maria Bello de Figueiredo Marcos and Arnaldo Fernandes de Matos Coelho

The purpose of this paper is to understand the role that communication plays in the insurance industry, as well as its relational outcomes.

Abstract

Purpose

The purpose of this paper is to understand the role that communication plays in the insurance industry, as well as its relational outcomes.

Design/methodology/approach

This investigation proposes a theoretical model tested using structural equation modelling. A questionnaire survey was developed to explore the relationships among communication, reputation, trust, commitment, loyalty and word-of-mouth (WOM). For this study, 744 valid questionnaires were collected from a sample of Portuguese car insurance holders.

Findings

The results show that communication directly influences reputation, trust and commitment. Communication also indirectly influences loyalty through reputation, trust, and commitment and communication indirectly influences WOM via trust and commitment. In turn, reputation influences trust and trust impact on relational commitment. Finally, loyalty influences WOM.

Originality/value

This investigation examines the mediating role of reputation, trust and relational commitment in the relationship among communication and loyalty and WOM, in a relational perspective. It fills a gap in the literature by exploring the importance of communication in the insurance industry. Thus, this study will be useful to decision makers in the insurance industry seeking to improve their insurance holders–insurance companies relationships.

Details

Asia Pacific Journal of Marketing and Logistics, vol. 30 no. 5
Type: Research Article
ISSN: 1355-5855

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Book part
Publication date: 23 February 2016

Xiaolin Zhuo

This study aims to understand the role of technology in relationship maintenance among romantic partners.

Abstract

Purpose

This study aims to understand the role of technology in relationship maintenance among romantic partners.

Methodology/approach

It takes a qualitative, inductive approach and collected data from in-depth interviews with 20 individuals who are married or in cohabiting relationships.

Findings

This study supports the extension of relationship maintenance typology derived from face-to-face relationship studies to technology-mediated communication, but highlights how technology use transforms the implementation of maintenance behaviors. Technology helps couples coordinate tasks and keep in touch with friends and families. Although technology-mediated communication cannot replace face-to-face interactions in relationship talk and sharing in-depth feelings, it plays an important role in redefining the ways in which couples interact positively, maintain mutual understanding, and secure the future of the relationship. Moreover, this study identifies a new maintenance behavior, communication coordination. These maintenance behaviors reflect a tension between maintaining connectivity and managing the boundary between work and home and between the public and private spheres.

Originality/value

This study builds on previous work on technology use and relationship maintenance, but takes a different qualitative, inductive approach to address the limitations in the survey research dominant in the literature. It helps us understand the advantages and challenges in maintaining relationships in the digital age and also explores the factors that influence the patterns of technology use in relationship maintenance.

Details

Communication and Information Technologies Annual
Type: Book
ISBN: 978-1-78560-785-1

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Article
Publication date: 16 May 2016

Mohammad Jalalkamali, Anees Janee Ali, Sunghyup Sean Hyun and Davoud Nikbin

The purpose of this paper is to examine the relationships between work values (cognitive, instrumental, social, and prestige), communication satisfaction (informational…

Abstract

Purpose

The purpose of this paper is to examine the relationships between work values (cognitive, instrumental, social, and prestige), communication satisfaction (informational and relational), and employee job performance (task and contextual) in the context of international joint ventures (IJVs) in Iran.

Design/methodology/approach

Validated measurement items for study variables were adopted from previous studies. Data were collected through surveys using a random sample of employees and their direct supervisors from the two largest IJVs in Iran’s automobile industry.

Findings

According to the results, cognitive, instrumental, and prestige work values had significant effects on informational communication satisfaction. All dimensions of work values (cognitive, instrumental, social, and prestige) were significantly related to relational communication satisfaction. Both dimensions of communication satisfaction (informational and relational) were significantly related to both dimensions of employee job performance (contextual and task).

Research limitations/implications

Data were collected from two IJVs in Iran, which may limit the generalization of results to non-IJVs in Iran. The results have important implications for IJV managers by providing valuable insights into adopting various effective tools in the workplace.

Originality/value

Previous studies have generally considered work values as a two-dimensional construct. This study extends the literature by conceptualizing work values based on four dimensions (cognitive, instrumental, social, and prestige). No study has taken into consideration social and prestige values in an Asian context. In addition, few studies have investigated the relationships between work values and communication satisfaction.

Details

Management Decision, vol. 54 no. 4
Type: Research Article
ISSN: 0025-1747

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Article
Publication date: 27 February 2009

Kayla Hales

The purpose of this paper is to explore some of the influences that computer‐mediated communication (CMC) has and could have on the maintenance of interpersonal…

Abstract

Purpose

The purpose of this paper is to explore some of the influences that computer‐mediated communication (CMC) has and could have on the maintenance of interpersonal relationships. In doing this, ethical dilemmas and implications that arise from the technical affordances offered to CMC participants are discussed. Relational maintenance is integral to people's everyday lives. Yet, the ethical issues involve in using CMC to support this have not been explicitly explored.

Design/methodology/approach

The concept of relational maintenance will be explored independently and as it relates to CMC and ethics. This paper will examine current literature and briefly discuss a pilot study relevant to these areas. The pilot study consisted of a survey distributed to undergraduate students in non‐platonic long distance and short distance relationships.

Findings

The exploration of prior literature and the findings of a pilot study support the notion that, with the increase of CMC use to maintain relationships follows the potential increase of unethical behavior in this medium. A number of ethical questions have risen that can be used to inform and direct future research.

Originality/value

This paper is original as it explores the concept of ethics from a relational maintenance perspective through electronic communication. It adds value by integrating these three areas and enhancing the understanding of this integration, while providing information of both theoretical and practical relevance.

Details

Journal of Information, Communication and Ethics in Society, vol. 7 no. 1
Type: Research Article
ISSN: 1477-996X

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Article
Publication date: 5 February 2018

Hassan Abu Bakar and Robert M. McCann

The purpose of this paper is to explore whether surface-level actual similarity interacts with leader-member dyadic communication agreement in predicting group member…

Abstract

Purpose

The purpose of this paper is to explore whether surface-level actual similarity interacts with leader-member dyadic communication agreement in predicting group member performance ratings at earlier time periods in a work group’s development. Additionally, this research examines whether deep-level perceived similarity interacts with leader-member dyadic communication agreement in predicting group member performance ratings at later time periods in a work group’s development. The relationship between shared cultural context and perceived and actual similarity is also investigated.

Design/methodology/approach

This research analyzes longitudinal data from the study questionnaires at five occasions in a Malaysian organization.

Findings

Results based on a sample of 28 group projects and 141 matching dyad who completed the study questionnaires at 5 occasions reveal that there is no interaction between workgroup relational ethnicity and workgroup relational gender with leader-member dyadic agreement at early time periods in a workgroup’s development. Therefore, H1 is not supported. H2 posited that deep-level perceived similarity will interact with leader-member dyadic communication agreement in predicting group member performance ratings at later time periods in a workgroup’s development. H2 is supported. Results reveal that the interaction between leader-member dyadic communication agreement and perceived similarity explains 36 percent of the variance of perceived group members’ performance ratings. This is after accounting for the control variable and the independent variables. From a cultural standpoint, the findings in this study underscore that conversations based on the Malaysian cultural norm of “budi” reflect not only a cultural basis of communication, but also that this shared cultural context leads to perceived similarity between ethnic Malay, Chinese, and Indians, and also both genders in the Malaysian workplace.

Research limitations/implications

Leader-member dyadic communication agreement reflects the social appropriateness and relationship quality between individuals, as well as the context of the leader-member workgroup interactions. The findings of this study underscore the premise that conversations reflect not only a cultural basis of communication, but also that shared cultural context leads to perceived similarity. This study specifically examines the role of ethnicity in Malaysia organizational workgroup (e.g. ethnic Malay, Chinese Malay, and Indian Malay) as well as gender.

Originality/value

This study systematically examines the influence of actual and perceived similarity in leader-member dyadic communication from a longitudinal and multilevel standpoint.

Details

Corporate Communications: An International Journal, vol. 23 no. 1
Type: Research Article
ISSN: 1356-3289

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Article
Publication date: 9 April 2018

Xingyao Ren, Lan Xia and Jiangang Du

The effect of different formats of message delivery has received little theoretical and empirical examination. This research focuses on the effect of written relational

Abstract

Purpose

The effect of different formats of message delivery has received little theoretical and empirical examination. This research focuses on the effect of written relational communication formats used by service providers. This study aims to answer three questions: Do different formats of written communications (i.e. handwriting and print) influence customer perceptions (i.e. feelings of warmth) of service firms? What are the mediators of these influences (i.e. perceived effort and psychological closeness)? And under what conditions do they occur (i.e. what is the contextual factor)?

Design/methodology/approach

One field study and three laboratory studies were conducted to provide a comprehensive understanding of the role of format in written communication.

Findings

Handwritten messages are more effective than print messages in building relationships in a service context because they elicit stronger feelings of warmth because of both the perception of greater effort and feelings of greater psychological closeness to the service provider. However, the presence of handwriting fails to deliver feelings of warmth when the quality of core services is low.

Practical implications

Service providers can effectively use handwritten communication to signal effort and create psychological closeness for relationship building with their key customers only when the quality of core services meets customer expectations.

Originality/value

First, the research differentiates the formats of written relational communication (handwritten vs print), and links communication formats with feelings of warmth, which is an important factor for impression and relationship formation in the practice of services marketing. Second, based on cognitive-experiential self-theory, this research demonstrates the dual mediators underlying the effect of handwriting (vs print) on warmth: perceived effort and psychological closeness. Third, it identifies the quality of core service as a boundary condition for the effect of handwritten communication.

Details

Journal of Services Marketing, vol. 32 no. 2
Type: Research Article
ISSN: 0887-6045

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Book part
Publication date: 12 June 2020

Marlin Marissa Malek Abdul Malek and Hassan Abu Bakar

This chapter examines how leader–member dyadic communication in the Malaysian workplace operates at the leader–member dyadic level in the context of cultural norms. We…

Abstract

This chapter examines how leader–member dyadic communication in the Malaysian workplace operates at the leader–member dyadic level in the context of cultural norms. We propose a model of leader–member dyadic communication based on the cultural norms of budi bicara, which in turn influences the perception of workplace mentoring in Malaysia. The model is tested by using hierarchical multiple regression with data obtained from a sample of 510 employees in three Malaysian organizations. Results show that leader–member dyadic communication in the workplace is linked with the career mentoring perceptions. These findings partially validate our proposed model and provide empirical support for the central roles of communication exchange processes in mentoring.

Details

Mentorship-driven Talent Management
Type: Book
ISBN: 978-1-78973-691-5

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Article
Publication date: 5 October 2020

Chen Qian, Stefan Seuring, Ralf Wagner and Paul A. Dion

This paper aims to examine how trust and communication at the personal level relationships conform to trust and communication at the organizational level relationships and…

Abstract

Purpose

This paper aims to examine how trust and communication at the personal level relationships conform to trust and communication at the organizational level relationships and which role do the two different level relationships play in influencing firms’ commitment, performance and propensity to stay in long-term relationships.

Design/methodology/approach

A face-to-face questionnaire study was conducted using a sample of 209 in Mainland China companies, which were surveyed in nine exhibitions. The data were analyzed using structural equation modeling.

Findings

The results support the bottom-up effect of interpersonal trust and communication on inter-organizational trust and communication. Interorganizational trust has a more powerful total effect on firm commitment. Interpersonal communication has a more powerful total effect on inter-organizational trust and communication and firms’ operational performance. Interpersonal communication, inter-organizational trust and communication have comparably high impacts on firms’ propensity to stay in long-term relationships.

Research limitations/implications

This paper selects Mainland China as the research context and targets a single boundary spanner in each respondent firm to evaluate both the interpersonal and inter-organizational relationships. A cross-sectional approach was used.

Practical implications

This paper suggests that business people should pay attention to the role of human factors in a firm’s relational exchanges with SC partners and effectively use the positive effects of these factors to create relationship-building benefits.

Originality/value

This paper conducts cross-level research, which has been called for in recently published inter-organizational literature. It develops and provides empirical evidence for a bottom-up model from interpersonal relationships to inter-organizational relationships and identifies their impacts on organizational outcomes simultaneously.

Details

Supply Chain Management: An International Journal, vol. 26 no. 1
Type: Research Article
ISSN: 1359-8546

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Article
Publication date: 17 May 2013

Andreas Wieland and Carl Marcus Wallenburg

The purpose of this research is to explore the resilience domain, which is important in the field of supply chain management; it investigates the effects relational

Abstract

Purpose

The purpose of this research is to explore the resilience domain, which is important in the field of supply chain management; it investigates the effects relational competencies have for resilience and the effect resilience, in turn, has on a supply chain ' s customer value.

Design/methodology/approach

The research is empirical in nature and employs a confirmatory approach that builds on the relational view as a primary theoretical foundation. It utilizes survey data collected from manufacturing firms from three countries, which is analyzed using structural equation modeling.

Findings

It is found that communicative and cooperative relationships have a positive effect on resilience, while integration does not have a significant effect. It is also found that improved resilience, obtained by investing in agility and robustness, enhances a supply chain ' s customer value.

Practical implications

Some findings contrast the expectations derived from theory. Particularly, practitioners can learn that integration has a limited role in enhancing resilience.

Originality/value

The study distinguishes between a proactive and reactive dimension of resilience: robustness and agility. The relational view serves as the theoretical basis to explain the effects between three types of relational competencies (communication, cooperation, and integration) and the above-mentioned two dimensions of resilience.

Details

International Journal of Physical Distribution & Logistics Management, vol. 43 no. 4
Type: Research Article
ISSN: 0960-0035

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