International Journal of Business Communication最新文献_第3页

Short Note—Revisiting Formality in Contemporary Business Interaction: A Conceptual Framework 简讯--重新审视当代商务互动中的形式感：概念框架

IF 2.8 3区经济学

International Journal of Business Communication Pub Date : 2023-12-21 DOI: 10.1177/23294884231215344

Mie Femø Nielsen

{"title":"Short Note—Revisiting Formality in Contemporary Business Interaction: A Conceptual Framework","authors":"Mie Femø Nielsen","doi":"10.1177/23294884231215344","DOIUrl":"https://doi.org/10.1177/23294884231215344","url":null,"abstract":"Formality is better than its reputation. Formality may accomplish and sustain shared attention, execute events in an orderly and fair manner and secure broad and relevant participation. Formality is moreover not rigid and binary. It is relative, dynamic, co-constructed, and locally negotiated. It may provide proactive solutions to complexities in contemporary institutional interactions and may support participants’ orientation toward specific goals. This paper presents a conceptual framework for the concept of formality in social interaction. The paper proposes that formality is analyzed according to six dimensions: structural–episodic; preemptive–remedial; stipulated–taken-for-granted; instructed–questioned; scripted–negotiated; and excessive–granular. It takes a conversation analytic approach to video or audio recordings of real-life contemporary business interaction, both co-located and mediated via information and communication technology. As a wide-ranging and multifaceted set of instruments, formality may be used beyond institutional goal-orientation to include and exclude, to create transparency or lack thereof, and to promote or block (un)just powers. The practical implication is therefore to encourage a reflexive practice that promotes transparency by allowing for the participants to negotiate the formality of a situation. To formulate and explain formality may serve to include lay people in institutional procedures and place the participants on a more equal footing. Being aware of how to increase and decrease formality, episodically as well as structurally, makes it possible to question and redesign layers of formality in institutional processes, procedures, and encounters.","PeriodicalId":45593,"journal":{"name":"International Journal of Business Communication","volume":"49 10","pages":""},"PeriodicalIF":2.8,"publicationDate":"2023-12-21","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"138948909","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

Let’s Influence That Attitude Before It’s Formed: Inoculation Against Reactance to Promote DEI Training 让我们在态度形成之前对其施加影响：接种反应疫苗，促进 DEI 培训

IF 2.8 3区经济学

International Journal of Business Communication Pub Date : 2023-12-14 DOI: 10.1177/23294884231216952

R. Gans, Mengqi Monica Zhan

{"title":"Let’s Influence That Attitude Before It’s Formed: Inoculation Against Reactance to Promote DEI Training","authors":"R. Gans, Mengqi Monica Zhan","doi":"10.1177/23294884231216952","DOIUrl":"https://doi.org/10.1177/23294884231216952","url":null,"abstract":"Despite annual investments of $8 billion by U.S. organizations on diversity, equity, and inclusion (DEI) training, many DEI programs are derailed by resistance from members whose attitudes and behaviors the programs are intended to address. The current study tested the effectiveness of a narrative-based inoculation strategy designed to mitigate resistance attributable to psychological reactance. Participants ( N = 273) were randomly exposed to either a single-message assignment-to-DEI-training notification or a dual-message inoculation condition in which they received a pro-DEI-training message before receiving the assignment-to-DEI-training notification. The inoculation condition produced lower levels of reactance and greater positive attitude change in favor of DEI training, with reactance mediating the effects of the message conditions on change in attitude toward DEI training and political ideology moderating the effects of reactance. The results contribute to the field by demonstrating the potential utility of inoculation strategies for promoting DEI training and other organizational initiatives.","PeriodicalId":45593,"journal":{"name":"International Journal of Business Communication","volume":"2007 26","pages":""},"PeriodicalIF":2.8,"publicationDate":"2023-12-14","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"139002100","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

From Organizational Gossip to a Corporate Crisis: A Network Analysis of Anonymous Online Communication on the Blind Application 从组织流言到企业危机：盲人应用上匿名在线交流的网络分析

IF 2.8 3区经济学

International Journal of Business Communication Pub Date : 2023-12-12 DOI: 10.1177/23294884231217084

Kayoung Kim, Sun Kyong Lee

{"title":"From Organizational Gossip to a Corporate Crisis: A Network Analysis of Anonymous Online Communication on the Blind Application","authors":"Kayoung Kim, Sun Kyong Lee","doi":"10.1177/23294884231217084","DOIUrl":"https://doi.org/10.1177/23294884231217084","url":null,"abstract":"This study examined an anonymous online community, Blind, while focusing on the role of social networks in information flow, to explain how internal organizational gossip is diffused to employees of other companies and even to the public through its distinctive network structures. We analyzed three cases of gossip networks that differed in terms of the organizations involved and issue severity. The findings suggest that online gossip networks with a large size, low connectedness, and high centralization can easily diffuse information to community members and the outside public. Logistic regression Quadratic Assignment Procedures (QAPs) were used to examine the endogenous and exogenous effects in each network. The results showed that the receiver effect of company size negatively predicted tie formation in NAVER and Samsung’s gossip networks, indicating that gossip diffusion was more likely facilitated by members of smaller companies actively commenting on gossip. The homophily effect of working for the same company predicted tie formation in Samsung’s gossip network, indicating the difficulty of gossip diffusion to external members. Finally, the results of the structural hole analysis suggest that journalists play an important role in issue delivery and gossip diffusion in NAVER’s case. The findings reveal that internal workplace gossip can spill over an organizational boundary online and develop into a corporate crisis.","PeriodicalId":45593,"journal":{"name":"International Journal of Business Communication","volume":"3 20","pages":""},"PeriodicalIF":2.8,"publicationDate":"2023-12-12","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"139006768","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

“They Masked our Children”: School District Communication Officers’ Sensemaking of Parent Activists During the COVID-19 Pandemic "他们掩盖了我们的孩子"：校区宣传官员在 COVID-19 大流行期间对家长积极分子的感性认识

IF 2.8 3区经济学

International Journal of Business Communication Pub Date : 2023-12-08 DOI: 10.1177/23294884231215349

Brian K. Richardson, Samantha Cosgrove, Amnee Elkhalid

{"title":"“They Masked our Children”: School District Communication Officers’ Sensemaking of Parent Activists During the COVID-19 Pandemic","authors":"Brian K. Richardson, Samantha Cosgrove, Amnee Elkhalid","doi":"10.1177/23294884231215349","DOIUrl":"https://doi.org/10.1177/23294884231215349","url":null,"abstract":"Since the COVID-19 pandemic emerged, school board meetings were regularly featured on news broadcasts and social media platforms, depicting scenes of conflict, controversy, and disruption. We wondered how school district communication officers made sense of and remembered parent activists during the pandemic. Using sensemaking theory as a guiding framework, we analyzed data from interviews with 22 school district public information officers (PIOs) in Texas. Data analysis revealed what PIOs noticed (e.g. uncertainty, school board politicization, and closing/opening schools), their meaning-making (e.g. “return-to-normalcy” parents and “risk-averse” parents), and their actions (high vs. low engagement). With regard to remembering, or legacy, emergent themes included “strengthened relationships and learning” and the “domino effect,” which describes school districts where parent activism has persisted with new issues. In light of these findings, we offer theoretical and practical implications including recognition of several sensemaking tensions and impacts on PIOs of sensemaking under prolonged, stressful conditions.","PeriodicalId":45593,"journal":{"name":"International Journal of Business Communication","volume":"48 14","pages":""},"PeriodicalIF":2.8,"publicationDate":"2023-12-08","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"138587126","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

Book Review: Social Media Marketing for Business: Scaling an Integrated Social Media Strategy Across Your Organization by Jenkins, A. 书评：企业社交媒体营销：詹金斯（Jenkins, A. ）著，《企业社交媒体营销：在整个组织中推广社交媒体综合战略》（Scaling an Integrated Social Media Strategy Across Your Organization）一书。

IF 2.8 3区经济学

International Journal of Business Communication Pub Date : 2023-11-22 DOI: 10.1177/23294884231208352

Chenghui Wu, Yueyang Su

引用次数: 0

Climate Change as Represented in Corporate Social Responsibility Reports of American and Chinese Energy Giants: A Critical Frame Analysis Perspective 气候变化在中美能源巨头企业社会责任报告中的表现:一个关键框架分析视角

3区经济学

International Journal of Business Communication Pub Date : 2023-11-12 DOI: 10.1177/23294884231208176

Yang Zhang, Jingyuan Zhang

{"title":"Climate Change as Represented in Corporate Social Responsibility Reports of American and Chinese Energy Giants: A Critical Frame Analysis Perspective","authors":"Yang Zhang, Jingyuan Zhang","doi":"10.1177/23294884231208176","DOIUrl":"https://doi.org/10.1177/23294884231208176","url":null,"abstract":"Adopting a critical frame analysis perspective, this study investigates how American and Chinese energy giants represent and frame climate change in their corporate social responsibility reports, and reveals the respective underlying motivations and ideologies. The results show that the eight energy giants all recognized climate change, barely diagnosed its causes, slightly interpreted its impacts, but placed heavy emphasis on their solutions. They divert responsibility and criticism, through representing themselves as a victim and solver rather than a contributor. The frames identified in both corpora include Emission Management frame, Techno-optimism frame, Countermeasures frame, and Stakeholder Engagement frame, with common and distinct characteristics across the two corpora. The analysis of representations and frames exposes shared motivations such as greenwashing, legitimacy, and stakeholder engagement. However, these motivations indicate distinct ideologies, with American energy giants’ ideological denial, a subtle form of climate denialism, and Chinese energy giants’ green growth ideology, striving for a green, low-carbon development while reducing emissions.","PeriodicalId":45593,"journal":{"name":"International Journal of Business Communication","volume":"13 9","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2023-11-12","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"135038485","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

Unpacking the Art of Customer Complaint Handling in Spanish and British Telecom Emails: A Cross-Cultural Webcare Study With a Human Touch 解析西班牙和英国电信电子邮件中客户投诉处理的艺术:一项具有人性化的跨文化网络护理研究

3区经济学

International Journal of Business Communication Pub Date : 2023-10-12 DOI: 10.1177/23294884231201142

Rebecca Elektra Van Herck, Lieve Vangehuchten

{"title":"Unpacking the Art of Customer Complaint Handling in Spanish and British Telecom Emails: A Cross-Cultural Webcare Study With a Human Touch","authors":"Rebecca Elektra Van Herck, Lieve Vangehuchten","doi":"10.1177/23294884231201142","DOIUrl":"https://doi.org/10.1177/23294884231201142","url":null,"abstract":"In spite of the rise of new media in a B2C context, companies still prefer to handle complaints privately. As such, many complaints are handled via email resulting in a professional communication genre of its own. In this study we performed a cross-cultural genre analysis to understand the specific discourse structure of the moves within response mails to complaints, on the one hand, and the importance of the communicative function of Conversational Human Voice within this genre, on the other. With this aim, we collected authentic organizational email replies to complaints from telecom companies active in the UK and Spain (36 and 44 emails respectively). The results indicate that the British and Spanish data sets show a similar discourse structure in terms of move frequency. The submoves that are prototypical for all data sets are Greeting, Explanation, Conclusion, and the closing submoves Sign-off and Signature. The data sets differ mainly in their frequency for the interpersonal submoves Empathy, Gratitude, and Apology, which are more prevalent in the English corpus, and the more business-oriented moves, such as Contact reason, Marketing, and Future contact, which are mainly present in the Spanish corpus. This suggests that organizational email replies to complaints are a rather conventionalized genre, with some linguacultures putting more effort in company-customer interactions by using more interpersonal submoves. Regarding the cross-cultural analysis of the expression of Conversational Human Voice we observed an influence of the respective linguacultures in the sense that the Spanish data are less personal and less invitational than the English mails, although they present more empathetic intensifiers. Furthermore, both data sets show only a limited extent of informal language. We evaluate these findings in the light of previous work.","PeriodicalId":45593,"journal":{"name":"International Journal of Business Communication","volume":"37 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2023-10-12","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"135968910","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

(Im)personalization in German and English Negative Online Reviews: Contrasts, Comparisons, and Cognitive Implications 德语和英语在线负面评论的个性化:对比、比较和认知含义

3区经济学

International Journal of Business Communication Pub Date : 2023-10-03 DOI: 10.1177/23294884231200249

Bridgit Fastrich

{"title":"(Im)personalization in German and English Negative Online Reviews: Contrasts, Comparisons, and Cognitive Implications","authors":"Bridgit Fastrich","doi":"10.1177/23294884231200249","DOIUrl":"https://doi.org/10.1177/23294884231200249","url":null,"abstract":"The current study contributes to the demand for more multilingual analyses of online reviews, comparing English and German-language hotel reviews on Booking.com. Specifically, it seeks to shed light on the linguapragmatic contrast of the German speaker showing a preference for more “content-orientation” and the English speaker more “person-orientation” by exploring the use of the first-person perspective (FPP) in online reviews. It further integrates cognitive linguistic theories of construal, considering whether the results implicate not only a difference in the assumedly intentional rhetorical preferences of speakers but also cognitive differences in ways of experiencing a hotel stay, which might also have important implications for how hotels tailor their language-specific responses and maybe even how hotels design their service and intended customer experience. The findings show that FPP did occur in more English reviews, indicating more personalization and thus a more personalized cognitive processing of the hotel stay. However, when FPP was identified in German reviews, it occurred at a similar frequency to English reviews, reflecting a similar degree of subjective involvement. The findings may thus indicate that while this contrast was robust on a whole, linguacultural differences may play an increasingly smaller role as online genres merge into more global styles, a trend that communications practitioners must increasingly consider.","PeriodicalId":45593,"journal":{"name":"International Journal of Business Communication","volume":"7 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2023-10-03","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"135696609","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

How Value Congruence and Issue Relevance Affect Consumer Reactions to Corporate Political Advocacy 价值一致性和议题相关性如何影响消费者对企业政治宣传的反应

3区经济学

International Journal of Business Communication Pub Date : 2023-09-24 DOI: 10.1177/23294884231200858

Leping You, Linda Hon, Yu-Hao Lee

引用次数: 0

“We’re Not Proud of the Cases We’ve Been Involved in”: Crisis Resolution on Facebook Using Conversational Human Voice “我们不为我们参与的案件感到骄傲”:在Facebook上使用对话式人声解决危机

3区经济学

International Journal of Business Communication Pub Date : 2023-09-20 DOI: 10.1177/23294884231200861

Lise-Lotte Holmgreen

引用次数: 1