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

Journal of Applied Psychology, Vol. 95, No. 3, pp. 469-487, 2010

19 Pages Posted: 29 Mar 2010 Last revised: 7 Jul 2011

See all articles by Leigh Anne Liu

Leigh Anne Liu

Georgia State University - J. Mack Robinson College of Business

Chei Hwee Chua

University of South Carolina - Sonoco International Business Department

Günter K. Stahl

Vienna University of Economics and Business (WU Vienna); INSEAD

Date Written: December 2, 2010

Abstract

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.

Keywords: quality of communication experience, intercultural negotiations, intracultural versus intercultural negotiation, cognitive, behavioral, and affective processes in negotiation, cross-cultural communication, cross-cultural negotiations

Suggested Citation

Liu, Leigh Anne and Chua, Chei Hwee and Stahl, Günter K., Quality of Communication Experience: Definition, Measurement, and Implications for Intercultural Negotiations (December 2, 2010). Journal of Applied Psychology, Vol. 95, No. 3, pp. 469-487, 2010, Available at SSRN: https://ssrn.com/abstract=1577830

Leigh Anne Liu (Contact Author)

Georgia State University - J. Mack Robinson College of Business ( email )

P.O. Box 4050
Atlanta, GA 30303-3083
United States

Chei Hwee Chua

University of South Carolina - Sonoco International Business Department ( email )

1705 College Street
Sonoco International Business Department
Columbia, SC 29208
United States
803-586-3292 (Phone)
803-777-3609 (Fax)

Günter K. Stahl

Vienna University of Economics and Business (WU Vienna) ( email )

Austria

INSEAD ( email )

Finance area, Boulevard de Constance
Fontainebleau 77305
France

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