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

Liu, Leigh Anne and Chua, Chei Hwee and Stahl, Günter (2010) Quality of Communication Experience: Definition, Measurement, and Implications for Intercultural Negotiations. Journal of Applied Psychology, 95 (3). pp. 469-487. ISSN 0021-9010


Download (360kB)


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.

Item Type: Article
Additional Information: To see the final version of this paper please visit the publisher's website. Access to the published version may require a subscription. This article may not exactly replicate the final version published in the APA journal. It is not the copy of record.
Keywords: affective processes in negotiation / behavioral / cognitive / cross-cultaral communication / intercultural negotiations / intracultural versus intercultural negotiations / quality of communication experience
Divisions: Departments > Welthandel > International Business > Stahl
Version of the Document: Accepted for Publication
Variance from Published Version: Minor
Depositing User: Dissertation Administrator
Date Deposited: 28 Mar 2011 13:03
Last Modified: 15 Sep 2017 17:22
Related URLs:
URI: https://epub.wu.ac.at/id/eprint/3046


View Item View Item


Downloads per month over past year

View more statistics