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1.
The purpose of this study was to examine the antecedents of consumers’ repatronage intentions and negative word-of-mouth behaviors following organizational failures. Participants were 233 people who had actually complained to organizations. Using Rusbult's investment model of relational stability, consumers’ perceptions of their investments, alternatives, satisfaction, and commitment were measured with respect to their impact on customers’ intent to do business with organizations in the future and willingness to spread negative publicity about an organization following a business failure. Results indicated that a modified version of the investment model helped to predict significant variance in consumers’ repatronage intentions and negative word-of-mouth behaviors.  相似文献   

2.
This article presents emotional labor in a library context and offers library managers strategies to minimize the negative effects of emotional labor on both staff and users. The components of emotional labor are explained and a framework of response levels is presented with strategies targeted to each response level: incident, training, supervision, human resources, and organizational culture. The strategies offer library managers some ideas for effectively managing emotional labor in their organizations. Understanding the effects of emotional labor and developing the tools that can offset potential negative outcomes can create a more positive work climate and better customer service.  相似文献   

3.
Exemplification, or the use of highly emotional and arousing messages to elicit responses based on impression formation, has been shown to influence perceptions of events, individuals, and organizations. News coverage concerning the use of lean finely textured beef (LFTB) is one such example, and anecdotal evidence suggests that this coverage may have had a negative impact on public perception of the manufacturers producing LFTB. The current study examined the use of social media (specifically video-sharing sites) as a means of combating the negative effects of exemplars concerning LFTB. Respondents reported their perceptions of threat severity, susceptibility, behavioral intentions to avoid LFTB, and perceptions of organizational trust and reputation associated with the manufacturer. The findings are consistent with exemplification theory and indicate that message ordering can influence exemplification effects. Results are discussed in terms of implications for public relations and risk communication.  相似文献   

4.
Developing the capacity to digitally transform through AI is becoming increasingly important for public organizations, as a constantly growing number of their activities is now becoming AI-driven. This prompts an understanding of how public organizations should organize in order to derive value from AI, as well as in which forms can value be realized. Against this background, this paper examines how AI capabilities can lead to organizational performance by inducing change in key organizational activities. Using a survey-based study, we collected data from European public organizations regarding the indirect effect AI capabilities have on organizational performance. Data was collected from 168 municipalities from three European countries (Norway, Germany, and Finland) and analyzed by means of structural equation modeling. Our findings show that AI capabilities have a positive effect on process automation, cognitive insight generation, and cognitive engagement. While process automation and cognitive insights are having a positive effect on organizational performance, we found that cognitive engagement negatively affects organizational performance. Our findings document the key resources that constitute an AI capability and showcase the effects of fostering such capabilities on key organizational activities, and in turn organizational performance.  相似文献   

5.
This study examines if and when spokespersons of an organization in crisis can express their genuine emotions as opposed to appearing rational. The impact of emotional (sadness) versus rational message framing on perceptions of an organization in crisis is studied by means of a 2 (crisis timing strategy: ex-antecrisis timing strategy vs. ex-postcrisis timing strategy)×2 (message framing: rational vs. emotional) between-subjects factorial experimental design with 168 participants. The findings first show that organizations can restore their reputation in times of crisis better by means of an ex-antecrisis timing strategy than by means of an ex-postcrisis timing strategy. In addition, the study illustrates that an ex-antecrisis timing strategy leads to more effective use of organizational message framing. In the case of an organizational self-disclosure, expressing sadness as a discrete negative emotion results in a better postcrisis reputation than rational message framing, whereas no impact of message framing is found for an ex-postcrisis timing strategy. Finally, the results indicate that organizations can benefit from allowing their spokespersons to express sadness because consumers will consider them more sincere.  相似文献   

6.
Willingness to communicate and employee success in U.S. organizations   总被引：1，自引：0，他引：1  
This article presents a view of the influence and effects of individuals’ willingness to communicate in an organizational setting. Definitional explanations of the willingness to communicate construct are provided along with an extensive review of the relevant research and theory in this area. Communication apprehension is explicated and considered in context of willingness to communicate. The manner in which low willingness to communicate affects individuals and fosters specific organizational outcomes is explored. In general, research indicates negative results from low willingness to communicate, both on individual and organizational levels. Appropriate organizational responses to “at risk individuals”; are explored in terms of diagnosis and remediation.  相似文献   

7.
This study revealed the ways that student leaders make sense of their approaches to leadership in African student organizations in the United States. Seven leaders of recognized African student organizations in universities from the Midwest, Pacific Northwest, and the South took part in interviews. Discourse analysis of interview data revealed the complexity of leadership discourses and practices in a postcolonial context in showing that African student organizational leadership (a) proceeds through the accommodation and resistance to dominant Western organizational and/or colonial discourses and (b) enables leaders to make sense of theirs and their organizations’ identities in the context of discourses that marginalize African forms of cultural expression.  相似文献   

8.
Communication network is a personal or professional set of relationships between individuals or organizations. In other words, it is a pattern of contacts which are created due to the flow of information among the participating actors. The flow of information establishes various types of relationships among the participating entities. These relationships eventually form an overall pattern that could form a gestalt of the total structure within organizational context. In this paper, we analyze the changing communications structure in order to investigate the patterns associated with the final stages of organizational crisis. Organizational crisis has been defined as organizational mortality, organizational death, organizational exit, bankruptcy, decline, retrenchment and failure to characterize various forms of organizational crisis. We draw on theoretical perspectives on organizational crisis proposed by social network analysts and other sociologists to test 5 key propositions on the changes in the network communication structure associated with organizational crisis: (1) a few actors, who are prominent or more active, will become central during the organizational crisis period; (2) reciprocity within the organizational communication network will increase during crisis period; (3) organizational communication network becomes less transitive as organizations experience crisis; (4) number of cliques increases in a communication network as organizations are going through crisis; and (5) communication network becomes increasingly centralized as organizations go through crisis.  相似文献   

9.
《Communication monographs》2012,79(4):533-559
This study uses social capital and evolutionary theory to examine organizational resilience in terms of interorganizational networks of disaster-struck organizations following Hurricane Katrina. Approaching post-disaster organizational resilience using social network analysis highlights the way pre-disaster relationships and networking patterns play a vital role in post-disaster rebuilding. Data support the idea of structural inertia, suggesting that disaster is an event that further strengthens pre-existing networks and is not a time when organizations might benefit from forging new networks in seeking support and fueling survival. Implications suggest that the social capital accrued through long-standing partnerships and efficient pre-disaster networking through building communities of practice significantly impact post-disaster resilience.  相似文献   

10.
This paper extends organizational communication research by considering external organizational issues. It analyzes the interorganizational network of real estate companies and the relationship of their network positions to organization‐level perceptions about the system. The network is divided into: (1) one group of organizations that were sparsely connected, and (2) stand‐alone organizations that were isolated from the prevailing group and each other. This interorganizational network analysis is grounded in institutionalization and resource dependence theory, vis‐à‐vis overlapping perceptions of the system, elicited by answers to open‐ended interviews. Results indicate institutionalized perceptions occurred for the group‐member organizations through indirect exposure to information in the environment. Specifically, organizations who shared similar roles in the network have convergent interpretations. These data support Mizruchi's (1993) theory that prominent organizations are more similar than those who have more peripheral roles in a network.  相似文献   

11.
This study examines the scholarly communications community's public response to the global pandemic. A discourse analysis was conducted of press releases, blogs, and website updates across non‐profits, commercial publishers, government agencies, technology companies, and universities to identify (1) the range of support activities immediately undertaken following the proclamation of the pandemic; (2) the language and style of public discourse used, demonstrating how different organizations characterized their responses and roles during the crisis; and (3) specific patterns that emerged among this community related to the process of organizational sensemaking. The findings show that the global community appeared highly adaptive and conceptually aligned in its initial response. Different actors within the community presented distinct identities relative to leadership, advocacy, service, or constituent orientation. More importantly, a majority of organizations demonstrated the use of sensegiving strategies to influence the future state of scholarly publishing, particularly with respect to the expressed desire for greater global collaboration, transparency, quality assurance, and openness. These findings may have implications regarding the future enactment of open and collaborative research publishing, which is especially significant at this stage of the global open science movement's development.  相似文献   

12.
This study investigated the relationship between Machiavellianism, a predisposition toward manipulative behavior, and organizational citizenship behavior (OCB), defined by being helpful, cooperative, and conscientious. Given past findings that Machiavellians seek opportunities for impression management to obtain personal benefit, we hypothesized that the negative association between Machiavellianism and organizational citizenship behaviors toward the organization (OCBO) is stronger than the negative association between Machiavellianism and organizational citizenship behaviors toward individuals or groups (OCBI). Additionally, we hypothesized that Machiavellianism is associated with the OCB motive of impression management, but negatively associated with the OCB motives of organizational concern and prosocial values. Participants were 606 working adults (as well as their supervisors and co-workers) from various organizations in the U.S. South and West. Results generally confirmed the predicted relationships, which were consistent across supervisor and co-worker perceptions as well. Theoretical and practical implications of the findings are discussed.  相似文献   

13.
This study investigated the relationship between Machiavellianism, a predisposition toward manipulative behavior, and organizational citizenship behavior (OCB), defined by being helpful, cooperative, and conscientious. Given past findings that Machiavellians seek opportunities for impression management to obtain personal benefit, we hypothesized that the negative association between Machiavellianism and organizational citizenship behaviors toward the organization (OCBO) is stronger than the negative association between Machiavellianism and organizational citizenship behaviors toward individuals or groups (OCBI). Additionally, we hypothesized that Machiavellianism is associated with the OCB motive of impression management, but negatively associated with the OCB motives of organizational concern and prosocial values. Participants were 606 working adults (as well as their supervisors and co-workers) from various organizations in the U.S. South and West. Results generally confirmed the predicted relationships, which were consistent across supervisor and co-worker perceptions as well. Theoretical and practical implications of the findings are discussed.  相似文献   

14.
In the current study the authors investigate victims' response to a natural disaster crisis event. Crisis communication research has often considered organizations, but neglected the voice of the victims. Similarly, most crisis research emphasizes the negative outcomes of crisis. Positive communication research and sensemaking theory provide insight into the experiences of crisis victims. Twenty-nine individuals were interviewed from one community in Western Kentucky following a massive ice storm that occurred during January 2009. The remembering emphasis of sensemaking was salient in this study. Victims remembered their overall experience through positive terms and positive interpersonal communication. Communities and organizations alike can use this research to consider how their members may respond to crises and create messages based on these results.  相似文献   

15.
《Communication monographs》2012,79(4):324-349
This inquiry focuses on the world's largest and most successful group of Alcoholics Anonymous. It adopts Giddens's theory of structuration as a framework for studying the deeply layered social interactions within the organization. Ethnographic data were analyzed by means of an interpretive interactionist methodology. The results indicated that the organization is a “disembedding mechanism,” in which structures from the global organization are disembedded by the founder, transformed, and recreated in the local organization. The alcoholic self is both agent and outcome as it evolves through recursive group practices and individual actions. As used in this study, the structurationist perspective on organizational culture provides a fuller understanding of the ways in which organizations are created and sustained through interaction, as well as the significance of their historicity and cultural contexts, and can help guide future research on organizational culture.  相似文献   

16.
Research in organizational communication and public relations suggest that in times of crises, messages generated by the organization are most likely to positively influence stakeholder perceptions, whereas those generated by the press may have negative ramifications. Although this advice seems logical, to date there is little research that investigates this claim empirically and directly. Two experiments were conducted to explore the separate and combined impact of print and televised messages concerning an organization in the midst of a crisis. The findings offer empirical evidence that statements from organizations experiencing crises may offset negative stakeholder responses. Theoretical and pragmatic implications are discussed regarding these findings.  相似文献   

17.
Artificial Intelligence (AI) is gradually becoming an integral part of the digital strategy of organizations. Yet, the use of AI in public organizations in still lagging significantly compared to private organizations. Prior literature looking into aspects that facilitate adoption and use of AI has concentrated on challenges concerning technical aspects of AI technologies, providing little insight regarding the organizational deployment of AI, particularly in public organizations. Building on this gap, this study seeks to examine what aspects enable public organizations to develop AI capabilities. To answer this question, we built an integrated and extended model from the Technology-Organization-Environment framework (TOE) and asked high-level technology managers from municipalities in Europe about factors that influence their development of AI capabilities. We collected data from 91 municipalities from three European countries (i.e., Germany, Norway, and Finland) and analyzed responses by means of structural equation modeling. Our findings indicate that five factors – i.e. perceived financial costs, organizational innovativeness, perceived governmental pressure, government incentives, regulatory support – have an impact on the development of AI capabilities. We also find that perceived citizen pressure and perceived value of AI solutions are not important determinants of AI capability formation. Our findings bear the potential to stimulate a more reflected adoption of AI supporting managers in public organizations to develop AI capabilities.  相似文献   

18.
《Communication monographs》2012,79(2):131-137
Much empirical evidence suggests that explanations for innovation outcomes should be located in an understanding of users' responses to innovations (Ashford, 1988; Fulk, 1993; Lewis &; Seibold, 1993; Miller, Johnson, &; Grau, 1994; Poole &; DeSanctis, 1990). Unfortunately, researchers have neglected to pursue systematic studies of behavioral responses to innovations in accounting for particular innovation outcomes. The investigation reported draws on previous research that isolated three dimensions of interaction‐based coping responses: favorableness, decidedness, and focus (self vs. other). The present study tests the relative effects of several antecedents to users' (N= 216) behavioral coping responses to quality programs in four organizations. Results of hierarchical regression analyses indicated that users' attitudes, concerns for performance, normative influence, and uncertainty, and their perceptions of the context of change affect each of the three dimensions of their behavioral coping responses.  相似文献   

19.
This article discusses the results of a large-scale Internet survey (with 1156 respondents) that investigated the cues and factors that could positively influence Dutch Internet users' trust in government organizations in terms of their usage and processing of citizens' personal data. Confidence in online privacy statements, as indicated by the results of this study, significantly influences trust in government organizations among Dutch Internet users with and without previous e-government experience. Among those with e-government experience, the quality of their online government transaction experience and a positive government organizational reputation can also increase their trust in government organizations, specifically in terms of how they process and use citizens' personal data.  相似文献   

20.
Similar to individuals, organizations display characteristics that speak to qualities and abilities. Our guest writer, Lisa Bodenheimer, discusses a trait that is critical for library organizations during this period of constant change and transformation. Resiliency is the ability to rebound and flex as circumstances shift enabling an organization to thrive and adjust during difficult times. This skill is typically developed through experiences, but, as Ms. Bodenheimer outlines, organizations are able to strategize in order to build employee and organizational resilience. Such a proactive approach will enable a library organization to better weather challenging situations and times as difficulties will enviably occur. The following article provides practical suggestions for library organizations that will enable them to be more successful while leading and managing in a changing environment.  相似文献   

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