Pub Date : 2024-07-26DOI: 10.1177/23294884241264788
Chih-Hung Chen
Innovation Performance (IP) serves as a measure of a company’s effectiveness in translating innovative endeavors into tangible outcomes, encompassing new products, processes, services, and enhancements to existing offerings. This study investigates the relationship between IP, Innovation Knowledge Management (IKM), which includes Innovation Culture (IC) and Knowledge Management (KM), and Supervisory Communication Frequency (SCF). SCF refers to the frequency and quality of communication between supervisors and subordinates, influencing the impact of IKM on IP. Using a structured questionnaire, 320 valid responses were collected from companies listed on the Taiwan Stock Exchange (TWSE). Data analysis employed Structural Equation Modeling (SEM) and Process Macro Model 1, with reliability and validity assessed based on criteria from Hair et al. and Fornell and Larcker. Discriminant validity was confirmed with construct correlations lower than the square root of the average variance extracted (AVE). Path analysis revealed significant differences in IP scores across SCF frequency groups (F (4, 315) = 12.47, p < .001), with three monthly interactions showing the highest mean IP score (M = 3.6905, SD = 0.9375). These findings highlight the importance of regular supervisor-employee interactions alongside robust KM and IC practices for optimal innovation outcomes. JEL Code: O32 - Management of Technological Innovation and R&D; M15 - IT Management; L25 - Firm Performance: Size, Diversification, and Scope; O31 - Innovation and Invention: Processes and Incentives
{"title":"The Role of Supervisory Communication Frequency in Moderating the Impact of Innovation Knowledge Management on Innovation Performance","authors":"Chih-Hung Chen","doi":"10.1177/23294884241264788","DOIUrl":"https://doi.org/10.1177/23294884241264788","url":null,"abstract":"Innovation Performance (IP) serves as a measure of a company’s effectiveness in translating innovative endeavors into tangible outcomes, encompassing new products, processes, services, and enhancements to existing offerings. This study investigates the relationship between IP, Innovation Knowledge Management (IKM), which includes Innovation Culture (IC) and Knowledge Management (KM), and Supervisory Communication Frequency (SCF). SCF refers to the frequency and quality of communication between supervisors and subordinates, influencing the impact of IKM on IP. Using a structured questionnaire, 320 valid responses were collected from companies listed on the Taiwan Stock Exchange (TWSE). Data analysis employed Structural Equation Modeling (SEM) and Process Macro Model 1, with reliability and validity assessed based on criteria from Hair et al. and Fornell and Larcker. Discriminant validity was confirmed with construct correlations lower than the square root of the average variance extracted (AVE). Path analysis revealed significant differences in IP scores across SCF frequency groups (F (4, 315) = 12.47, p < .001), with three monthly interactions showing the highest mean IP score (M = 3.6905, SD = 0.9375). These findings highlight the importance of regular supervisor-employee interactions alongside robust KM and IC practices for optimal innovation outcomes. JEL Code: O32 - Management of Technological Innovation and R&D; M15 - IT Management; L25 - Firm Performance: Size, Diversification, and Scope; O31 - Innovation and Invention: Processes and Incentives","PeriodicalId":510353,"journal":{"name":"International Journal of Business Communication","volume":"24 1","pages":""},"PeriodicalIF":0.0,"publicationDate":"2024-07-26","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"141801366","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2024-07-26DOI: 10.1177/23294884241263555
T. Socha, Kayla Blansett-Peters, Kellie Fennell, Caitlin Finley, Fredous Gambo, Sasha Grigoreva, Zachary Hall, Tyran Hunt, D. J. Mack, Matty Madden, Worth Osgood, Loreto Richard De Miguel, Sherita Washington
We listened to LGBTQIA individuals in this exploratory, mixed-methods, positive communication study to better understand preemployment needs from their point of view. Among the most frequently occurring needs LGBTQIA individuals sought in prospective employers were to feel (in order of prominence): “included,” “comfortable,” “safe,” “supported,” and “secure,” in organizations where employers “respected” and “communicated” “transparently” with all workers; qualities mentioned more often than “equal treatment” and “access to help.” Like all employees, LGBTQIA individuals begin to form (pre)employment communication understandings and practices starting with a first job (as teenagers) where early preemployment communication experiences can affect later employment communication practices. Implications for positive employment recruiting communication and for future positive employment communication practices with LGBTQIA individuals are offered.
{"title":"Listening to LGBTQIA Individuals’ Pre-Employment Needs: A Mixed-Methods Positive Communication Study","authors":"T. Socha, Kayla Blansett-Peters, Kellie Fennell, Caitlin Finley, Fredous Gambo, Sasha Grigoreva, Zachary Hall, Tyran Hunt, D. J. Mack, Matty Madden, Worth Osgood, Loreto Richard De Miguel, Sherita Washington","doi":"10.1177/23294884241263555","DOIUrl":"https://doi.org/10.1177/23294884241263555","url":null,"abstract":"We listened to LGBTQIA individuals in this exploratory, mixed-methods, positive communication study to better understand preemployment needs from their point of view. Among the most frequently occurring needs LGBTQIA individuals sought in prospective employers were to feel (in order of prominence): “included,” “comfortable,” “safe,” “supported,” and “secure,” in organizations where employers “respected” and “communicated” “transparently” with all workers; qualities mentioned more often than “equal treatment” and “access to help.” Like all employees, LGBTQIA individuals begin to form (pre)employment communication understandings and practices starting with a first job (as teenagers) where early preemployment communication experiences can affect later employment communication practices. Implications for positive employment recruiting communication and for future positive employment communication practices with LGBTQIA individuals are offered.","PeriodicalId":510353,"journal":{"name":"International Journal of Business Communication","volume":"60 10","pages":""},"PeriodicalIF":0.0,"publicationDate":"2024-07-26","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"141798998","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2024-07-26DOI: 10.1177/23294884241263556
Ryan S. Bisel, K. Rush, Arden C. Roeder
The pandemic was a prolonged and ongoing work disruption, especially for professional caregivers. This explanatory sequential mixed method study revealed that caregivers’ communicative resilience (CR) was positively associated with their experience of flourishing and negatively associated with burnout and intentions to turnover—indicating that CR is, indeed, predictive of the wellbeing of professionals coping with a lengthy disruption at work. Analysis of professional caregivers’ ( N = 264) survey responses demonstrated that the continuity factor of CR predicted wellbeing outcomes (i.e., flourishing, burnout, and turnover intentions). However, the change factor of CR did not. Then, highly communicatively resilient caregivers ( n = 11) were interviewed to explore their lived experiences of flourishing—experiences characterized by positive emotions while doing meaningful and rewarding work. Implications for positive communication scholarship in organizations conclude the paper.
{"title":"Professional Caregivers’ Communicative Resilience and Flourishing During the COVID-19 Pandemic: When Disruption Lasts","authors":"Ryan S. Bisel, K. Rush, Arden C. Roeder","doi":"10.1177/23294884241263556","DOIUrl":"https://doi.org/10.1177/23294884241263556","url":null,"abstract":"The pandemic was a prolonged and ongoing work disruption, especially for professional caregivers. This explanatory sequential mixed method study revealed that caregivers’ communicative resilience (CR) was positively associated with their experience of flourishing and negatively associated with burnout and intentions to turnover—indicating that CR is, indeed, predictive of the wellbeing of professionals coping with a lengthy disruption at work. Analysis of professional caregivers’ ( N = 264) survey responses demonstrated that the continuity factor of CR predicted wellbeing outcomes (i.e., flourishing, burnout, and turnover intentions). However, the change factor of CR did not. Then, highly communicatively resilient caregivers ( n = 11) were interviewed to explore their lived experiences of flourishing—experiences characterized by positive emotions while doing meaningful and rewarding work. Implications for positive communication scholarship in organizations conclude the paper.","PeriodicalId":510353,"journal":{"name":"International Journal of Business Communication","volume":"35 38","pages":""},"PeriodicalIF":0.0,"publicationDate":"2024-07-26","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"141800462","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2024-07-26DOI: 10.1177/23294884241264268
Julien C. Mirivel, R. P. Fuller
This special issue is an invitation to study business communication with a positive perspective. For decades, researchers in business communication have predominantly explored the problems, challenges, and issues facing organizations and leadership communication. Whether those include exploring the nature of crisis (e.g, Waller & Iluzada), communication responses and outcomes of sexual harassment (e.g., Mills & Scudder), or the role of internal communication in culture creation (e.g., Yue, Men, & Ferguson), researchers’ theoretical and methodological lenses are often used to critique, point to, or reveal the problematic nature of business life. In this special issue, we want to celebrate the extraordinary, what works well in organizations, and the nature of positive communication and its inspirational force for people and organizations. Specifically, we argue that Positive Communication Scholarship should inspire better practice. To support this endeavor, we begin with a brief history of the positive communication movement in the field of communication. Then, using this history, we define positive communication scholarship and describe what it will help our discipline accomplish. We also introduce the articles featured in this special issue, advance an agenda for future research, and end with a call to action.
{"title":"A World of Possibilities: Introducing Positive Communication Scholarship to Inspire Better Business and Organizational Communication Research","authors":"Julien C. Mirivel, R. P. Fuller","doi":"10.1177/23294884241264268","DOIUrl":"https://doi.org/10.1177/23294884241264268","url":null,"abstract":"This special issue is an invitation to study business communication with a positive perspective. For decades, researchers in business communication have predominantly explored the problems, challenges, and issues facing organizations and leadership communication. Whether those include exploring the nature of crisis (e.g, Waller & Iluzada), communication responses and outcomes of sexual harassment (e.g., Mills & Scudder), or the role of internal communication in culture creation (e.g., Yue, Men, & Ferguson), researchers’ theoretical and methodological lenses are often used to critique, point to, or reveal the problematic nature of business life. In this special issue, we want to celebrate the extraordinary, what works well in organizations, and the nature of positive communication and its inspirational force for people and organizations. Specifically, we argue that Positive Communication Scholarship should inspire better practice. To support this endeavor, we begin with a brief history of the positive communication movement in the field of communication. Then, using this history, we define positive communication scholarship and describe what it will help our discipline accomplish. We also introduce the articles featured in this special issue, advance an agenda for future research, and end with a call to action.","PeriodicalId":510353,"journal":{"name":"International Journal of Business Communication","volume":"41 52","pages":""},"PeriodicalIF":0.0,"publicationDate":"2024-07-26","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"141800180","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2024-06-03DOI: 10.1177/23294884241255620
Ingrid Wahl, Magdalena Siegel, Sabine Einwiller
This paper aims to uncover blind spots in research on employee communication regarding LGBT+ to provide guidance for future research. To this end, we conducted a scoping review following the PRISMA-guidelines. A systematic literature search in four databases yielded 3,055 records. Our final sample included 164 publications reporting on 178 quantitative studies (207,181 participants and 3,740 organizations). We extracted information regarding publication details, the content of the record, and the sample from eligible records. Blind spots relate to lacking research (a) outside the U.S., (b) in communication journals, (c) from strong author networks, (d) regarding single LGBT+ dimensions and intersectionality, (e) regarding less obvious forms of employee communication, (f) regarding longitudinal, experimental, research synthesizing, and observational approaches, (g) on other variables than job satisfaction, well-being, or commitment, and (h) on communication theories including LGBT+. For research in the field to thrive, we provide guidance for tackling these blind spots.
{"title":"Blind Spots in Employee Communication Research Regarding LGBT+ and Guidance for Future Research: A Scoping Review of Quantitative Research","authors":"Ingrid Wahl, Magdalena Siegel, Sabine Einwiller","doi":"10.1177/23294884241255620","DOIUrl":"https://doi.org/10.1177/23294884241255620","url":null,"abstract":"This paper aims to uncover blind spots in research on employee communication regarding LGBT+ to provide guidance for future research. To this end, we conducted a scoping review following the PRISMA-guidelines. A systematic literature search in four databases yielded 3,055 records. Our final sample included 164 publications reporting on 178 quantitative studies (207,181 participants and 3,740 organizations). We extracted information regarding publication details, the content of the record, and the sample from eligible records. Blind spots relate to lacking research (a) outside the U.S., (b) in communication journals, (c) from strong author networks, (d) regarding single LGBT+ dimensions and intersectionality, (e) regarding less obvious forms of employee communication, (f) regarding longitudinal, experimental, research synthesizing, and observational approaches, (g) on other variables than job satisfaction, well-being, or commitment, and (h) on communication theories including LGBT+. For research in the field to thrive, we provide guidance for tackling these blind spots.","PeriodicalId":510353,"journal":{"name":"International Journal of Business Communication","volume":"41 15","pages":""},"PeriodicalIF":0.0,"publicationDate":"2024-06-03","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"141270235","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2024-02-05DOI: 10.1177/23294884241226567
L. Men, Y. Qin, A. Fitzsimmons, Marcia W. DiStaso, Eve R. Heffron
Drawing insights from leadership, public relations, and communication literature, this study aimed to advance the theorization of leadership communication in disruptive crisis times. Specifically, leadership communication attributes of transparency, authenticity, empathy, and optimism (TAEO) were connected to a central internal communication outcome, employee trust. Through an online survey with 1,044 full-time employees working across diverse industry sectors in the U.S., this study also tested the potential mediators of feelings of uncertainty and psychological well-being. Structural equation modeling analysis results showed that CEO communication attributes of TAEO during the COVID-19 pandemic reduced employees’ feeling of uncertainty and enhanced their psychological well-being, which in turn, boosted employee trust toward the organization. Theoretical and practical implications are discussed.
本研究从领导力、公共关系和传播学文献中汲取灵感，旨在推进破坏性危机时期领导力传播的理论化。具体来说，领导力沟通的透明度、真实性、同理心和乐观主义（TAEO）属性与内部沟通的核心结果--员工信任--相关联。通过对美国不同行业的 1044 名全职员工进行在线调查，本研究还测试了不确定性感受和心理健康的潜在中介因素。结构方程建模分析结果表明，在 COVID-19 大流行期间，TAEO 的 CEO 沟通属性降低了员工的不确定感，提高了他们的心理健康水平，进而增强了员工对组织的信任。本文讨论了这一研究的理论和实践意义。
{"title":"An Integrated Framework for Exploring the Impact of Leadership Communication on Employee Trust During Disruptive Crisis Times","authors":"L. Men, Y. Qin, A. Fitzsimmons, Marcia W. DiStaso, Eve R. Heffron","doi":"10.1177/23294884241226567","DOIUrl":"https://doi.org/10.1177/23294884241226567","url":null,"abstract":"Drawing insights from leadership, public relations, and communication literature, this study aimed to advance the theorization of leadership communication in disruptive crisis times. Specifically, leadership communication attributes of transparency, authenticity, empathy, and optimism (TAEO) were connected to a central internal communication outcome, employee trust. Through an online survey with 1,044 full-time employees working across diverse industry sectors in the U.S., this study also tested the potential mediators of feelings of uncertainty and psychological well-being. Structural equation modeling analysis results showed that CEO communication attributes of TAEO during the COVID-19 pandemic reduced employees’ feeling of uncertainty and enhanced their psychological well-being, which in turn, boosted employee trust toward the organization. Theoretical and practical implications are discussed.","PeriodicalId":510353,"journal":{"name":"International Journal of Business Communication","volume":"9 4","pages":""},"PeriodicalIF":0.0,"publicationDate":"2024-02-05","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"139804294","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2024-02-05DOI: 10.1177/23294884241229223
Alvin Zhou, Wan-Hsiu Sunny Tsai, L. Men
With more corporations incorporating artificial intelligence (AI) tools like social chatbots into their public communication practices, we explore optimal chatbot designs for organization-public relational outcomes. Our 2 × 2 × 2 factorial web experiment with eight custom-designed chatbots showed that communication strategies (verbal and non-verbal social cues such as emoji, memes, filler words, and response delay) had a significant impact (Cohen’s d = 0.536, standardized coefficient β = 0.438) on chatbot social conversation, the central antecedent to the investigated relational outcomes such as trust in business. Furthermore, the effect of chatbot social conversation is partially mediated by perceived organizational listening, highlighting the importance of listening and its related theories and practices in automated business communication.
{"title":"Optimizing AI Social Chatbots for Relational Outcomes: The Effects of Profile Design, Communication Strategies, and Message Framing","authors":"Alvin Zhou, Wan-Hsiu Sunny Tsai, L. Men","doi":"10.1177/23294884241229223","DOIUrl":"https://doi.org/10.1177/23294884241229223","url":null,"abstract":"With more corporations incorporating artificial intelligence (AI) tools like social chatbots into their public communication practices, we explore optimal chatbot designs for organization-public relational outcomes. Our 2 × 2 × 2 factorial web experiment with eight custom-designed chatbots showed that communication strategies (verbal and non-verbal social cues such as emoji, memes, filler words, and response delay) had a significant impact (Cohen’s d = 0.536, standardized coefficient β = 0.438) on chatbot social conversation, the central antecedent to the investigated relational outcomes such as trust in business. Furthermore, the effect of chatbot social conversation is partially mediated by perceived organizational listening, highlighting the importance of listening and its related theories and practices in automated business communication.","PeriodicalId":510353,"journal":{"name":"International Journal of Business Communication","volume":"4 4","pages":""},"PeriodicalIF":0.0,"publicationDate":"2024-02-05","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"139803674","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2024-02-05DOI: 10.1177/23294884241226567
L. Men, Y. Qin, A. Fitzsimmons, Marcia W. DiStaso, Eve R. Heffron
Drawing insights from leadership, public relations, and communication literature, this study aimed to advance the theorization of leadership communication in disruptive crisis times. Specifically, leadership communication attributes of transparency, authenticity, empathy, and optimism (TAEO) were connected to a central internal communication outcome, employee trust. Through an online survey with 1,044 full-time employees working across diverse industry sectors in the U.S., this study also tested the potential mediators of feelings of uncertainty and psychological well-being. Structural equation modeling analysis results showed that CEO communication attributes of TAEO during the COVID-19 pandemic reduced employees’ feeling of uncertainty and enhanced their psychological well-being, which in turn, boosted employee trust toward the organization. Theoretical and practical implications are discussed.
本研究从领导力、公共关系和传播学文献中汲取灵感，旨在推进破坏性危机时期领导力传播的理论化。具体来说，领导力沟通的透明度、真实性、同理心和乐观主义（TAEO）属性与内部沟通的核心结果--员工信任--相关联。通过对美国不同行业的 1044 名全职员工进行在线调查，本研究还测试了不确定性感受和心理健康的潜在中介因素。结构方程建模分析结果表明，在 COVID-19 大流行期间，TAEO 的 CEO 沟通属性降低了员工的不确定感，提高了他们的心理健康水平，进而增强了员工对组织的信任。本文讨论了这一研究的理论和实践意义。
{"title":"An Integrated Framework for Exploring the Impact of Leadership Communication on Employee Trust During Disruptive Crisis Times","authors":"L. Men, Y. Qin, A. Fitzsimmons, Marcia W. DiStaso, Eve R. Heffron","doi":"10.1177/23294884241226567","DOIUrl":"https://doi.org/10.1177/23294884241226567","url":null,"abstract":"Drawing insights from leadership, public relations, and communication literature, this study aimed to advance the theorization of leadership communication in disruptive crisis times. Specifically, leadership communication attributes of transparency, authenticity, empathy, and optimism (TAEO) were connected to a central internal communication outcome, employee trust. Through an online survey with 1,044 full-time employees working across diverse industry sectors in the U.S., this study also tested the potential mediators of feelings of uncertainty and psychological well-being. Structural equation modeling analysis results showed that CEO communication attributes of TAEO during the COVID-19 pandemic reduced employees’ feeling of uncertainty and enhanced their psychological well-being, which in turn, boosted employee trust toward the organization. Theoretical and practical implications are discussed.","PeriodicalId":510353,"journal":{"name":"International Journal of Business Communication","volume":"13 9","pages":""},"PeriodicalIF":0.0,"publicationDate":"2024-02-05","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"139863999","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2024-02-05DOI: 10.1177/23294884241229223
Alvin Zhou, Wan-Hsiu Sunny Tsai, L. Men
With more corporations incorporating artificial intelligence (AI) tools like social chatbots into their public communication practices, we explore optimal chatbot designs for organization-public relational outcomes. Our 2 × 2 × 2 factorial web experiment with eight custom-designed chatbots showed that communication strategies (verbal and non-verbal social cues such as emoji, memes, filler words, and response delay) had a significant impact (Cohen’s d = 0.536, standardized coefficient β = 0.438) on chatbot social conversation, the central antecedent to the investigated relational outcomes such as trust in business. Furthermore, the effect of chatbot social conversation is partially mediated by perceived organizational listening, highlighting the importance of listening and its related theories and practices in automated business communication.
{"title":"Optimizing AI Social Chatbots for Relational Outcomes: The Effects of Profile Design, Communication Strategies, and Message Framing","authors":"Alvin Zhou, Wan-Hsiu Sunny Tsai, L. Men","doi":"10.1177/23294884241229223","DOIUrl":"https://doi.org/10.1177/23294884241229223","url":null,"abstract":"With more corporations incorporating artificial intelligence (AI) tools like social chatbots into their public communication practices, we explore optimal chatbot designs for organization-public relational outcomes. Our 2 × 2 × 2 factorial web experiment with eight custom-designed chatbots showed that communication strategies (verbal and non-verbal social cues such as emoji, memes, filler words, and response delay) had a significant impact (Cohen’s d = 0.536, standardized coefficient β = 0.438) on chatbot social conversation, the central antecedent to the investigated relational outcomes such as trust in business. Furthermore, the effect of chatbot social conversation is partially mediated by perceived organizational listening, highlighting the importance of listening and its related theories and practices in automated business communication.","PeriodicalId":510353,"journal":{"name":"International Journal of Business Communication","volume":"4 1","pages":""},"PeriodicalIF":0.0,"publicationDate":"2024-02-05","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"139863556","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
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