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

Leigh Anne Liu, Chei Hwee Chua, Günter Stahl

Publication: Scientific journalJournal article

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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 four studies, we developed and validated a multidimensional conceptualization of Quality of Communication Experience (QCE) and examined its consequences in intracultural versus intercultural business negotiation. We proposed and found three dimensions of QCE, namely Clarity, Responsiveness, and Comfort. Findings from intercultural and same-cultural negotiations supported the hypotheses that QCE is lower in intercultural than 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 intracultural negotiation. We propose an agenda for future research and identify implications for practice.
Original languageEnglish
Pages (from-to)469-487
JournalJournal of Applied Psychology
Issue number3
Publication statusPublished - 2010

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