Organizational Responses to Consumer Complaints: An Examination of Effective Remediation Tactics     

San Bolkan  John A. Daly 《Journal of Applied Communication Research》2013,41(1):21-39

Mistakes are common in business and can lead to negative repercussions for organizations. However, through the use of explanations, firms can diminish the negative consequences of their errors. The current study used a field stimulation to examine organizational explanations (excuses, justifications, and excuses) and their components (believable, appropriate, considerate, and responsible) to determine which factors make a difference in consumer satisfaction following organizational failures. Results, interpreted through the lens of expectancy violations theory, suggest that various components of explanations and the form of explanations used in remedial responses influence people's perceptions of organizations and organizational responses following complaints about failures.  相似文献   

Reconstructing the “Work Ethic” through Medicalized Discourse on Workaholism     

Laura D. Russell 《Journal of Applied Communication Research》2013,41(3):275-292

While commonly construed as an ethic and/or balanceable life quality, work rarely is looked upon as being a disease. Drawing from theories of structuration as well as work–life balance literature, this study examines how societal trends of production and efficiency impact the embodied nature of human life, particularly for self-proclaimed workaholics. Through conducting a narrative analysis of texts written by workaholics, the author investigates how individuals reconstruct meanings for their work through their use of diagnostic and therapeutic terminology. Themes for the analysis center on how workaholics define and diagnose workaholism, express their experiences of this addiction, and reconstruct their lifestyles through recovery. The findings underscore the benefits of intersecting health discourse with occupational and ethical discourses surrounding work. Meanwhile, the author cautions that framing work as a disease focuses attention on individuals' problems and thus runs the risk of overlooking potentially “ill” societal conditions that warrant further concern. Suggestions are offered for promoting discussions that raise explicit awareness of the embodied interconnections between work and health.  相似文献   

‘He’s a battler. He’s not a quitter:’ the narrative framing of Jerry Kill’s health-related organizational exit     

Anne Kerber  Maggie Murphy 《Journal of Applied Communication Research》2013,41(6):703-722

The abrupt retirement of Jerry Kill, the University of Minnesota’s head football coach, for health reasons during the 2015 season ignited intensely emotional reactions from diverse organizational stakeholders. Our essay analyzes the public discourses surrounding Kill’s organizational exit. Specifically, we explore how audiences co-constructed multiple and conflicting narratives about his departure, concurrently praising and blaming Kill for his body management. We highlight how these discourses construct complex subjectivities for working individuals who experience chronic illness. We conclude by discussing how the narrative frames implicate broader discursive struggles between the cultural values of health and work.  相似文献   

Organizational Surveys: A System for Employee Voice   总被引：1，自引：0，他引：1  

Vickie Cox Edmondson 《Journal of Applied Communication Research》2013,41(4):307-310

Although surveys are often used to assess and track employee attitudes and opinions over time and are used quite frequently by applied communication researchers, the use of surveys as a channel to voice employee attitudes and opinions has not been fully explored in the employee voice or basic organizational communication literature. With the increased call for accountability, effective applied communication researchers can play an important role in ensuring that organizations engage in the survey process in a manner that is “safe” for employees, and ethical and practical for the organization. Because the question of how to accomplish this task is complex and cannot be fully addressed within the constraints of a commentary, I offer three general principles to guide future researchers in helping overcome organizational communication problems:

1. Build trust in the organizational survey process, the researcher(s), and the organization.

2. Eliminate the adversarial relationship that often exists between management and employees who speak up.

3. Provide evidence that the organization does more than purport to value the things that it says it values.

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“We Do It,but They Don't”: Multiple Categorizations and Work Team Communication     

Tim A. Grice  Cynthia Gallois  Elizabeth Jones  Neil Paulsen  Victor J. Callan 《Journal of Applied Communication Research》2013,41(4):331-348

The present study adopted an intergroup approach to information sharing and ratings of work team communication in a public hospital (N?=?142) undergoing large-scale restructuring. Consistent with predictions, ratings of communication followed a double ingroup serving bias: while team members reported sending about the same levels of information to double ingroup members (same work team/same occupational group) as they did to partial ingroup members (same work team/different occupational group), they reported receiving less information from partial ingroup members than from double ingroup members and rated the communication that they received from partial ingroup members as less effective. We discuss the implication of these results for the management of information sharing and organizational communication.  相似文献   

Bending the rules of "professional" display: emotional improvisation in caregiver performances     

Jayne Morgan  Kathleen Krone 《Journal of Applied Communication Research》2013,41(4):317-340

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Information adequacy,job satisfaction and organizational culture in a dispersed‐network organization     

Lawrence B. Rosenfeld  Steven K. May 《Journal of Applied Communication Research》2013,41(1):28-54

This investigation examined the relationship of information adequacy to job satisfaction and organizational culture in a healthcare organization with both office and field personnel. Information adequacy was assessed in four areas: personal performance, organizational policies, organizational performance, and organizational objectives. Comparisons of field and office personnel indicated that they did not differ on information adequacy or job satisfaction; they did, however, differ on several dimensions of organizational culture. Also, the relationship of information inadequacy to job satisfaction and organizational culture differed for employees depending on whether they worked primarily in the field or primarily in the office. Implications of the findings are drawn for organizations with a dispersed‐network structure.  相似文献   

The flight attendant dilemma: an analysis of communication and sensemaking during in-flight emergencies     

Alexandra Murphy 《Journal of Applied Communication Research》2013,41(1):30-53

Building on past research, this article argues that organizational life can be usefully construed as a series of communicative performances that are embedded and enacted in everyday discursive practices. Specifically, this research explores the sensemaking process individuals undertake when faced with the dilemma of knowing when to invent appropriate ways to respond rather than being automatically constrained by past routines. The research presents case study evidence drawn from participant observation and interviews with flight attendants from a major U.S. airline. Shown to be high in emotional and impression management, flight attendants perform a feminized role that privileges accommodation over authority and reassurance over safety that may influence their performances in emergency situations. The work ends with an evaluation of the dominant air travel performance in relation to safety and offers recommendations for facilitating communication and coordination among flight attendants and pilots.  相似文献   

Copyright Information Management and the University Library: Staffing,Organizational Placement and Authority     

Rebecca S. Albitz 《The Journal of Academic Librarianship》2013

Copyright plays a central role in numerous activities within higher education, and educating a university community about copyright law should be a priority, if only to protect the institution from lawsuits. But, based upon a literature review, institutions devote a more resources to other intellectual property activities – plagiarism detection, technology transfer and illegal file sharing management – than for general copyright education activities. Utilizing Mintzberg's organizational model and its discussion of organizational placement and legitimacy as a conceptual framework, this study explores the current copyright education structures among the universities that comprise the Consortium on Institutional Cooperation, otherwise known as the CIC or the Big Ten, to determine whether organizational placement, credentials of individuals, and resources devoted to this activity affect the legitimacy of the office and the authority of copyright officers to fulfill their responsibilities. The results of this study suggest that organizational placement, while it plays a role, is not nearly as important as the credentials of the individual in the position in conveying legitimacy.  相似文献   

The challenges of scaling-up and sustaining professional development school partnerships     

《Teaching and Teacher Education》2013

This article addresses the challenges PDS partnerships face as they go to scale. Based on Coburn's (2005) notions of scale, the article uses organizational theory to analyze data from a ten-year qualitative meta-synthesis of PDS partnership research. Based upon the analysis, the article offers four recommendations: PDS partnerships should sustain strong trajectories of research regarding their work; Stakeholders in PDS partnerships need to ensure that faculty and staff have adequate support to thrive; PDS partnerships need to be based upon enabling bureaucratic structures; and PDS partners need to create opportunities to engage with each other in positive, normative spaces.  相似文献