title: Quality of communication experience: definition, measurement, and implications for intercultural negotiations.
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.
authors.affiliation: Robinson College of Business, Georgia State University, Atlanta, GA 30302-3989, USA. laliu@gsu.edu
authors.forename: Leigh Anne
authors.initials: LA
authors.lastname: Liu
authors.forename: Chei Hwee
authors.initials: CH
authors.lastname: Chua
authors.forename: Günter K
authors.initials: GK
authors.lastname: Stahl
mesh_terms: D000328:Adult; D003142:Communication; D003469:Culture; D005006:Ethnicity; D005260:Female; D006801:Humans; D007398:Interpersonal Relations; D008297:Male; D017008:Negotiating; D011822:Race Relations; D011795:Surveys and Questionnaires