International Journal of Business Communication最新文献_第2页

Calming the Storm: How Non-Negative Messages From Fellow Consumers Can Dispel Negativity in a Social Media Firestorm 平息风暴:来自其他消费者的非负面信息如何消除社交媒体风暴中的负面情绪

3区经济学

International Journal of Business Communication Pub Date : 2023-09-20 DOI: 10.1177/23294884231200244

Svenja Widdershoven, Mark Pluymaekers, Haithem Zourrig, Paul Sinclair, Josée M. M. Bloemer

引用次数: 0

“Doesn’t Really Answer My Question . . .”: Exploring Customer Service Interactions on Twitter “不能真正回答我的问题……”:探索Twitter上的客户服务互动

3区经济学

International Journal of Business Communication Pub Date : 2023-09-20 DOI: 10.1177/23294884231200247

Ursula Lutzky

引用次数: 0

Expression of Customer (Dis)satisfaction in Online Restaurant Reviews: The Relationship Between Adversative Connective Constructions and Star Ratings 网上餐厅评论中顾客(不)满意的表达:敌对连接结构与星级的关系

3区经济学

International Journal of Business Communication Pub Date : 2023-09-20 DOI: 10.1177/23294884231200245

Matthew J. Baker, Brett Hashimoto

{"title":"Expression of Customer (Dis)satisfaction in Online Restaurant Reviews: The Relationship Between Adversative Connective Constructions and Star Ratings","authors":"Matthew J. Baker, Brett Hashimoto","doi":"10.1177/23294884231200245","DOIUrl":"https://doi.org/10.1177/23294884231200245","url":null,"abstract":"Online restaurant reviews contain expressions of customer expectations in prose as well as in star ratings that indicate overall customer satisfaction. In prose, one way customers communicate that expectations are or are not met is through a grammatical construction called adversative connectives (ACs) (i.e., constituents such as but, although, however, and even though). In the present study, we examine the relationship between star ratings and customers’ use of ACs by employing a combination of content analysis, mixed-effects models, and thematic analysis in a corpus of nearly 35,000 online reviews for restaurants located in the United States. The results reveal an important way customers communicate their (dis)satisfaction online. Specifically, the statistical modeling indicates that the ACs used and the content they emphasize have a significant relationship with star ratings. Restaurant owners can use these findings to focus on the most important information in customer reviews, especially when they are sifting through many reviews or through reviews for which no summative rating is provided.","PeriodicalId":45593,"journal":{"name":"International Journal of Business Communication","volume":"9 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2023-09-20","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"136314449","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":3,"RegionCategory":"经济学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

引用次数: 0

Cultural Value Adaptation in Advertising is Effective, But Not Dependable: A Meta-Analysis of 25 Years of Experimental Research 广告中的文化价值适应是有效的，但不是可靠的:25年实验研究的元分析

3区经济学

International Journal of Business Communication Pub Date : 2023-09-16 DOI: 10.1177/23294884231199088

Jos Hornikx, Anne Janssen, Daniel J. O’Keefe

引用次数: 0

Expressing and Responding to Customer (Dis)satisfaction Online: New Insights From Discourse and Linguistic Approaches 在线表达和回应顾客(不)满意:来自话语和语言方法的新见解

3区经济学

International Journal of Business Communication Pub Date : 2023-09-14 DOI: 10.1177/23294884231199740

Nicolas Ruytenbeek, Sofie Decock

{"title":"Expressing and Responding to Customer (Dis)satisfaction Online: New Insights From Discourse and Linguistic Approaches","authors":"Nicolas Ruytenbeek, Sofie Decock","doi":"10.1177/23294884231199740","DOIUrl":"https://doi.org/10.1177/23294884231199740","url":null,"abstract":"In the current era of digitalization, customers are routinely invited to express their (dis)satisfaction with a product or a service and to provide recommendations for other prospective customers by writing reviews on a variety of online social media platforms. Such forms of electronic word-of-mouth have been found to strongly influence other consumers’ purchase decisions. In the case of negative reviews, the negativity expressed in a particular comment can spread to the whole community, which can damage a company’s reputation and profits. In an attempt to take consumer feedback into account, companies engage in “webcare.” This type of online service encounter has been defined by van Noort and Willemsen as “the act of engaging in online interactions with (complaining) consumers, by actively searching the web to address consumer feedback (e.g., questions, concerns, and complaints).” Following-up on these developments, scholars have started to research the communicative strategies used by companies to address consumer feedback and those used by (dis)satisfied customers to voice their (dis)satisfaction from the perspective of discourse analysis and linguistic pragmatics, paying attention to their linguistic realizations and their interactional dynamics. The aim of this Special Issue is to further expand our knowledge on the discourse-pragmatic strategies used in the interaction of (dis)satisfied customers and companies online, and on how these different strategies influence other prospective customers’ perceptions, ultimately impacting their purchase decisions. In doing so, it positions itself at the crossroads of linguistics, communication, and business studies.","PeriodicalId":45593,"journal":{"name":"International Journal of Business Communication","volume":"10 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2023-09-14","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"134912155","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":3,"RegionCategory":"经济学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

引用次数: 0

Words Matter: Measuring the Co-Operative Identity Crisis 语言很重要:衡量合作认同危机

3区经济学

International Journal of Business Communication Pub Date : 2023-09-04 DOI: 10.1177/23294884231196893

Marc-Andre Pigeon, Daphne Rixon

{"title":"Words Matter: Measuring the Co-Operative Identity Crisis","authors":"Marc-Andre Pigeon, Daphne Rixon","doi":"10.1177/23294884231196893","DOIUrl":"https://doi.org/10.1177/23294884231196893","url":null,"abstract":"Identity is at the core of a rich body of business communications research, spanning studies on organizational identity, branding, and corporate social responsibility. This work has, however, neglected the question of corporate identity from the perspective of co-operatives—democratically-controlled businesses owned and controlled by their users—and the existential challenge posed by an operating environment often hostile to the business model. At the same time, the question of identity permeates the scholarly organizational and co-operative literature, shaping studies into co-operative identity crises, isomorphism, and from a transactions-cost economics perspective, the co-operative lifecycle. Bridging these literatures, we develop a first-ever conceptual dictionary of terms that we associate with co-operative and investor-owned firms (IOFs). Using text-as-data techniques, we apply the dictionary to a 15-year sample of credit union (a type of co-operative) and bank (IOFs) annual report texts. The resulting model ranks credit unions and banks on a co-op versus IOF firm scale and identifies credit unions that may be at risk of losing their identity because of their use of IOF language. To validate our results, we employ a variety of strategies, including novel machine learning models. Generally, these strategies support the findings from our dictionary model but also suggest the model may not be picking up on some creeping isomorphic pressures on credit unions to conform to IOF language. We conclude by noting that identity questions have important real-world implications, noting potential legal and public policy implications (e.g., loss of preferential tax measures) and pointing to literature that associates co-operative “identity crises” with business failures and demutualizations which, in turn, can lead to higher consumer prices.","PeriodicalId":45593,"journal":{"name":"International Journal of Business Communication","volume":"8 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2023-09-04","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"135452280","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":3,"RegionCategory":"经济学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

引用次数: 0

The Role of Leader Communication in Fostering Respectful Workplace Culture and Increasing Employee Engagement and Well-Being 领导沟通在培养尊重的工作场所文化和提高员工敬业度和幸福感中的作用

IF 2.8 3区经济学

International Journal of Business Communication Pub Date : 2023-08-30 DOI: 10.1177/23294884231195614

J. F. Willett, Danielle LaGree, Haejung Shin, J. Houston, Margaret Duffy

{"title":"The Role of Leader Communication in Fostering Respectful Workplace Culture and Increasing Employee Engagement and Well-Being","authors":"J. F. Willett, Danielle LaGree, Haejung Shin, J. Houston, Margaret Duffy","doi":"10.1177/23294884231195614","DOIUrl":"https://doi.org/10.1177/23294884231195614","url":null,"abstract":"Although communication is commonly recognized as an indispensable element of leadership, less is known about how leadership communication interacts with workplace respect to affect employee outcomes. We surveyed 1,512 U.S. working adults to test a model that examines the relationship of leadership communication, two types of workplace respect, and occupational resilience with employee engagement and well-being. We found that leadership communication was not associated with employee engagement and well-being; however, it was positively related to respectful engagement (generalized respect extended to employees because they are part of the organization) and autonomous respect (individualized respect that recognizes specific achievements). Leadership communication was negatively associated with occupational resilience, while employee engagement and well-being were positively associated with occupational resilience, respectful engagement, and autonomous respect. Our findings indicate that leadership communication contributes to a respectful workplace culture that then positively affects employee engagement and well-being.","PeriodicalId":45593,"journal":{"name":"International Journal of Business Communication","volume":" ","pages":""},"PeriodicalIF":2.8,"publicationDate":"2023-08-30","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"48216091","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":3,"RegionCategory":"经济学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

引用次数: 1

Notes From the Editors: 60 Years Young and a Work in Progress 编者按:《年轻60年》和《正在进行的工作》

3区经济学

International Journal of Business Communication Pub Date : 2023-08-21 DOI: 10.1177/23294884231189909

Jacqueline Mayfield, Milton Mayfield

引用次数: 0

How Avoidant Leadership Style Turns Employees Into Adversaries: The Impact of Laissez-Faire Leadership on Employee-Organization Relationships and Employee Communicative Behavior 回避型领导风格如何将员工变成敌人：莱塞公平领导对员工组织关系和员工沟通行为的影响

IF 2.8 3区经济学

International Journal of Business Communication Pub Date : 2023-08-02 DOI: 10.1177/23294884231190397

Jie Jin, L. Men

{"title":"How Avoidant Leadership Style Turns Employees Into Adversaries: The Impact of Laissez-Faire Leadership on Employee-Organization Relationships and Employee Communicative Behavior","authors":"Jie Jin, L. Men","doi":"10.1177/23294884231190397","DOIUrl":"https://doi.org/10.1177/23294884231190397","url":null,"abstract":"The study aimed to establish linkages among laissez-faire leadership, perceived organizational justice, employee-organization relationships, and employees’ negative megaphoning behavior. Through an online survey of 397 employees working in large and medium corporations in the United States and the structural equation modeling analysis of the data, this study revealed the following findings. Results showed that laissez-faire leadership and employees’ engagement in negative megaphoning behavior were positively related. There was also a strong and positive association between perceived organizational justice and employee-organization relationships. Employees’ relationships with the organization were negatively related to employees’ engagement in negative megaphoning behavior. Perceived organizational justice was revealed as a mediator in the relationship among laissez-faire leadership, employee-organization relationships, and employees’ engagement in negative megaphoning behavior. These results show how laissez-faire leadership relates to negative outcomes of organizational relationships and reputation, and provide insight into the potential mechanisms at play.","PeriodicalId":45593,"journal":{"name":"International Journal of Business Communication","volume":" ","pages":""},"PeriodicalIF":2.8,"publicationDate":"2023-08-02","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"42834497","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":3,"RegionCategory":"经济学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

引用次数: 0

Communicating the Big Picture With Employees: The Impacts of CEO Vision Communication on Employee Engagement 与员工沟通大局：CEO愿景沟通对员工敬业度的影响

IF 2.8 3区经济学

International Journal of Business Communication Pub Date : 2023-07-27 DOI: 10.1177/23294884231190387

Y. Qin, Marcia W. DiStaso, A. Fitzsimmons, Eve R. Heffron

引用次数: 0