Exploring the linkages among transparent communication, relational satisfaction and trust, and information sharing on social media in problematic situations

Autores/as

DOI:

https://doi.org/10.3145/epi.2020.may.07

Palabras clave:

Organization-employee relationships, Relational satisfaction, Relational trust, Social media, Social networks, Information sharing on social media, Transparent communication.

Resumen

Grounded in the framework of the relationship management theory, this study examined the effects of employees’ perceived transparent communication on their relational trust and satisfaction with their organization and how the relational perceptions influenced their information sharing on social media in problematic situations. This study conducted a national survey of 449 employees working for large organizations in the United States. It found that employees’ transparent communication with their organization positively influenced their relational satisfaction and trust. Employees who trusted their organization were more likely to share positive information about organizational problems on social media. The theoretical and practical implications of this study are discussed.

Biografía del autor/a

Yuan Wang, City University of Hong Kong

Yuan Wang (Ph.D., The University of Alabama) is an assistant professor in the Department of Media and Communication at City University of Hong Kong. His research interests focus on the strategic role of information and communication technology (e.g., social media and mobile technology) in public relations processes and outcomes through social scientific approaches. His has published 14 articles in numerous peer-reviewed journals, such as Online Information Review, New Media & Society, Journal of Broadcasting and Electronic Media, International Journal of Strategic Communication, Public Relations Journal, VOLUNTAS: International Journal of Voluntary and Nonprofit Organizations, and Nonprofit Management and Leadership.

Citas

Abu-Nasra, Muhammed (2019). “Organizational citizenship behavior in the Arab education system in Israel: Personal factors vs. intra-organizational factors”. International journal of leadership in education, 22 Febr. https://doi.org/10.1080/13603124.2019.1566575

Allen, David S. (2008). “The trouble with transparency: The challenges of doing journalism ethics in a surveillance society”. Journalism studies, v. 9, n. 3, pp. 323-340. https://doi.org/10.1080/14616700801997224

Amazon Mechanical Turk. Enabling the future of work.https://www.amazon.jobs/en/team/mechanical-turk?base_query=&loc_query=&job_count=6&result_limit=10&sort=relevant&team_category%5B%5D=mechanical-turk&cache

Babbie, Earl R. (2013). The practice of social research. 3rd ed. Belmont, CA: Wadsworth, Cengage Learning. ISBN: 978 1 133049791

Balkin, Jack M. (1999). “How mass media stimulate political transparency”. Cultural values, v. 3, n. 4, pp. 393-413. https:/doi.org/10.1080/14797589909367175

Barney, Jay B.; Hansen, Mark H. (1994). “Trustworthiness as a source of competitive advantage”. Strategic management journal, v. 15, n. S1, pp. 175-190. https://doi.org/10.1002/smj.4250150912

Bentler, Peter M.; Chou, Chih-Ping (1987). “Practical issues in structural modeling”. Sociological methods & research, v. 16, n. 1, pp. 78-117. https://doi.org/10.1177/0049124187016001004

Berggren, Erik; Bernshteyn, Rob (2007). “Organizational transparency drives company performance”. Journal of management development, v. 26, n. 5, pp. 411-417. https://doi.org/10.1108/02621710710748248

Berinsky, Adam J.; Huber, Gregory A.; Lenz, Gabriel S. (2012). “Evaluating online labor markets for experimental research: Amazon.com’s Mechanical Turk”. Political analysis, v. 20, n. 3, pp. 351-368. https://doi.org/10.1093/pan/mpr057

Broom, Glen M.; Casey, Shawna; Ritchey, James (2000). “Concepts and theory of organization-public relationships”. In: Ledingham, John A.; Bruning, Stephen D. Public relations as relationship management: A relational approach to the study and practice of public relations. Mahwah, NJ: Lawrence Erlbaum, pp. 3-22. ISBN: 978 0 805841039

Buhmester, Michael; Kwang, Tracy; Gosling, Samuel D. (2011). “Amazon’s Mechanical Turk: A new source of inexpensive, yet high-quality, data?” Perspectives on psychological science, v. 6, n. 1, pp. 3-5. https://doi.org/10.1177/1745691610393980

Byrne, Barbara M. (2001). Structural equation modeling with AMOS: Basic concepts, applications, and programming. Mahwah, NJ: Lawrence Erlbaum Associates. ISBN: 978 0 805863734

Carim, Lara; Warwick, Claire (2013). “Use of social media for corporate communications by research-funding organisations in the UK”. Public relations review, v. 39, n. 5, pp. 521-525. https://doi.org/10.1016/j.pubrev.2013.08.006

Carnevale, David G. (1995). Trustworthy government: Leadership and management strategies for building trust and high performance. San Francisco, CA: Jossey-Bass. ISBN: 978 0 787900625

Carter, Richard F. (1973). “Communication as behavior”. In: Annual conference of the Association for Education in Journalism, pp. 19-22.

Center, Allen H.; Jackson, Patrick; Smith, Stacey; Stansberry, Frank R. (2003). Public relations practices: Managerial case studies and problems. Upper Saddle River, NJ: Prentice Hall. ISBN: 978 0133127645

Chen, Yi-Ru-Regina; Hung-Baesecke, Chun-Ju-Flora; Kim, Jeong-Nam (2017). “Identifying active hot-issue communicators and subgroup identifiers: Examining the situational theory of problem solving”. Journalism & mass communication quarterly, v. 94, n. 1, pp. 124-147. https://doi.org/10.1177/1077699016629371

Chung, Namho; Han, Heejeong; Koo, Chulmo (2015). “Adoption of travel information in user-generated content on social media: The moderating effect of social presence”. Behaviour & information technology, v. 34, n. 9, pp. 902-919. https://doi.org/10.1080/0144929X.2015.1039060

Clarke, Peter; Kline, F. Gerald (1974). “Media effects reconsidered: Some new strategies for communication research”. Communication research, v. 1, n. 2, pp. 224-240. https://doi.org/10.1177/009365027400100205

Daley, Dennis M.; Vasu, Michael L. (1995). “Fostering organizational trust in North Carolina: The pivotal role of administrators and political leaders”. Administration & society, v. 30, n. 1, pp. 62-84. https://doi.org/10.1177/009539979803000105

Drew, Christina H.; Nyerges, Timothy L. (2004). “Transparency of environmental decision making: A case study of soil cleanup inside the Hanford 100 area”. Journal of risk research, v. 7, n. 1, pp. 33-71. https://doi.org/10.1080/1366987042000151197

Fombrun, Charles J. (2007). “List of lists: A compilation of international corporate reputation ratings”. Corporate reputation review, v. 10, n. 2, pp. 144-153. https://doi.org/10.1057/palgrave.crr.1550047

Gower, Karla K. (2006). “Truth and transparency”. In: Fitzpatrick, Kathy; Bronstein, Carolyn. Ethics in public relations: Responsible advocacy. Sage. CA: Thousand Oaks, pp. 89-105. ISBN: 978 1 412917988

Greenlaw, Corey; Brown-Welty, Sharon (2009). “A comparison of web-based and paper-based survey methods: Testing assumptions of survey mode and response cost”. Evaluation review, v. 33, n. 5, pp. 464-480. https://doi.org/10.1177/0193841X09340214

Grunig, James E. (1992). “Symmetrical systems of internal communication”. In: Grunig, James E. Excellence in public relations and communication management. Hillsdale, NJ: Lawrence Erlbaum, pp. 531-576. ISBN: 978 0 805802276

Grunig, James E. (1997). “A situational theory of publics: Conceptual history, recent challenges and new research”. In: Moss, Danny; MacManus, Toby; Verčič, Dejan. Public relations research: An international perspective. London, UK: International Thompson Business Press, pp. 3-46. ISBN: 978 0 415109956

Grunig, James E.; Hunt, Todd T. (1984). Managing public relations. New York: Holt, Rinehart and Winston, ISBN: 978 0030583377

Grunig, James E.; Ipes, Daniel A. (1983). “The anatomy of a campaign against drunk driving”. Public relations review, v. 9, n. 2, pp. 36-52. https://doi.org/10.1016/S0363-8111(83)80004-6

Heath, Robert L. (2013). “The journey to understand and champion OPR takes many roads, some not yet well traveled”. Public relations review, v. 5, n. 39, pp. 426-431. https://doi.org/10.1016/j.pubrev.2013.05.002

Heise, J. Arthur (1985). “Toward closing the confidence gap: An alternative approach to communication between public and government”. Public affairs quarterly, v. 9, n. 2, pp. 196-217. http://www.jstor.org/stable/40861057

Hon, Linda-Childers; Grunig, James E. (1999). Guidelines for measuring relationships in public relations. Gainesville, FL: The Institute for Public Relations, Commission on PR Measurement and Evaluation. https://www.instituteforpr.org/wp-content/uploads/Guidelines_Measuring_Relationships.pdf

Huang, Yi-Hui (1997). Public relations strategies, relational outcomes, and conflict management strategies. Doctoral dissertation. University of Maryland, College Park, MD.

Huang, Yi-Hui (1998). “Public relations strategies and organization–public relationships”. In: Annual Conference of the Association for Education in Journalism and Mass Communication. Baltimore, Maryland.

Huang, Yi-Hui (2001). “OPRA: A cross-cultural, multiple-item scale for measuring organization-public relationships”. Journal of public relations research, v. 13, n. 1, pp. 61-90. https://doi.org/10.1207/S1532754XJPRR1301_4

Jahansoozi, Julia (2006). “Relationships, transparency, and evaluation: The implications for public relations”. In: L’Etang, Jacquie; Pieczka, Magda (eds.). Public relations: Critical debates and contemporary practice. Mahwah, NJ: Lawrence Erlbaum, pp. 61-91. ISBN: 978 0 805846188

Jo, Samsup; Shim, Sung-Wook (2005). “Paradigm shift of employee communication: The effect of management communication on trusting relationships”. Public relations review, v. 31, n. 2, pp. 277-280. https://doi.org/10.1016/j.pubrev.2005.02.012

Kent, Michael L.; Taylor, Maureen (2002). “Toward a dialogic theory of public relations”. Public relations review, v. 28, n. 1, pp. 21-37. https://doi.org/10.1016/S0363-8111(02)00108-X

Kim, Eun-Jee; Park, Sunyoung (2019). “The role of transformational leadership in citizenship behavior: Organizational learning and interpersonal trust as mediators”. International journal of manpower, v. 40, n. 7, pp. 1347-1360. https://doi.org/10.1108/IJM-12-2018-0413

Kim, Jarim; Sung, Minjung (2016). “The value of public relations: Different impacts of communal and exchange relationships on perceptions and communicative behavior”. Journal of public relations research, v. 28, n. 2, pp. 87-101. https://doi.org/10.1080/1062726X.2016.1191014

Kim, Jeong-Nam (2006). Communicant activeness, cognitive entrepreneurship, and a situational theory of problem solving. Doctoral dissertation. University of Maryland, College Park, MD. https://drum.lib.umd.edu/handle/1903/3710

Kim, Jeong-Nam; Grunig, James E. (2011). “Problem solving and communicative action: A situational theory of problem solving”. Journal of communication, v. 61, n. 1, pp. 120-149. https://doi.org/10.1111/j.1460-2466.2010.01529.x

Kim, Jeong-Nam; Rhee, Yunna (2011). “Strategic thinking about employee communication behavior (ECB) in public relations: Testing the models of megaphoning and scouting effects in Korea”. Journal of public relations research, v. 23, n. 3, pp. 243-268. https://doi.org/10.1080/1062726X.2011.582204

Kim, Junga; Lee, Chunsik; Elias, Troy (2015). “Factors affecting information sharing in social networking sites amongst university students: Application of the knowledge-sharing model to social networking sites”. Online information review, v. 39, n. 3, pp. 290-309. https://doi.org/10.1108/OIR-01-2015-0022

Kline, Rex B. (2005). Principles and practice of structural equation modeling. 2nd ed. New York: The Guildford Press. ISBN: 978 1 572306905

Ledingham, John A. (2003). “Explicating relationship management as a general theory of public relations”. Journal of public relations research, v. 15, n. 2, pp. 181-198. https://doi.org/10.1207/S1532754XJPRR1502_4

Ledingham, John A.; Bruning, Stephen D. (1998). “Relationship management in public relations: Dimensions of an organization-public relationship”. Public relations review, v. 24, n. 1, pp. 55-65. https://doi.org/10.1016/S0363-8111(98)80020-9

Ma, Long; Lee, Chei-Sian; Goh, Dion-Hoe-Lian (2014). “Understanding news sharing in social media: An explanation from the diffusion of innovations theory”. Online information review, v. 38, n. 5, pp. 598-615. https://doi.org/10.1108/OIR-10-2013-0239

Masip, Pere; Ruiz-Caballero, Carlos; Suau, Jaume (2019). “Active audiences and social discussion on the digital public sphere. Review article”. El profesional de la información, v. 28, n. 2, e280204. https://doi.org//10.3145/epi.2019.mar.04

McNamara, Carter (2006). Field guide to consulting and organizational development: A collaborative and systems approach to performance, change and learning. Minneapolis, MN: Authenticity Consulting. ISBN: 978 1 933719207

Men, Linjuan-Rita (2011). “How employee empowerment influences organization-employee relationship in China”. Public relations review, v. 37, n. 4, pp. 435-437. https://doi.org/10.1016/j.pubrev.2011.08.008

Men, Linjuan-Rita (2012). The effects of organizational leadership on strategic internal communication and employee outcomes. Doctoral dissertation. University of Miami, Coral Gables, FL. https://scholarlyrepository.miami.edu/oa_dissertations/796

Men, Linjuan-Rita (2014). “Strategic internal communication: Transformational leadership, communication channels, and employee satisfaction”. Management communication quarterly, v. 28, n. 2, pp. 264-284. https://doi.org/10.1177/0893318914524536

Men, Linjuan-Rita; Stacks, Don (2014). “The effects of authentic leadership on strategic internal communication and employee-organization relationships”. Journal of public relations research, v. 26, n. 4, pp. 301-324. https://doi.org/10.1080/1062726X.2014.908720

Men, Linjuan-Rita; Sung, Yongjun (2019). “Shaping corporate character through symmetrical communication: The effects on employee-organization relationships”. International journal of business communication, 24 January. https://doi.org/10.1177/2329488418824989

Men, Linjuan-Rita; Tsai, Wan-Hsiu-Sunny (2014). “Perceptual, attitudinal, and behavioral outcomes of organization-public engagement on corporate social networking sites”. Journal of public relations research, v. 26, n. 5, pp. 417-435. https://doi.org/10.1080/1062726X.2014.951047

Monfort, Abel; Villagra, Nuria (2016). “Responsabilidad social de las empresas y fundaciones empresariales en la construcción de marcas responsables”. El profesional de la información, v. 25, n. 5, pp.767-777. https://doi.org/10.3145/epi.2016.sep.07

Moorman, Christine; Deshpandé, Rohit; Zaltman, Gerald (1993). “Factors affecting trust in marketing research relationships”. Journal of marketing, v. 57, n. 1, pp. 81-101. https://doi.org/10.2307/1252059

Morgan, Robert M.; Hunt, Shelby D. (1994). “The commitment-trust theory of relationship marketing”. Journal of marketing, v. 58, n. 3, pp. 20-38. https://doi.org/10.2307/1252308

Newman, Alexander; Cooper, Brian; Holland, Peter; Miao, Qing; Teicher, Julian (2019). “How do industrial relations climate and union instrumentality enhance employee performance? The mediating effects of perceived job security and trust in management”. Human resource management, v. 58, n. 1, pp. 35-44. https://doi.org/10.1002/hrm.21921

Rawlins, Brad R. (2008). “Measuring the relationship between organizational transparency and employee trust”. Public relations journal, v. 2, n. 2. https://scholarsarchive.byu.edu/cgi/viewcontent.cgi?article=1884&context=facpub

Rawlins, Brad R. (2009). “Give the emperor a mirror: Toward developing a stakeholder measurement of organizational transparency”. Journal of public relations research, v. 21, n. 1, pp. 71-99. https://doi.org/10.1080/10627260802153421

Saxton, Gregory D.; Waters, Richard D. (2014). “What do stakeholders like on Facebook? Examining public reactions to nonprofit organizations’ informational, promotional, and community-building messages”. Journal of public relations research, v. 26, n. 3, pp. 280-299. https://doi.org/10.1080/1062726X.2014.908721

Stacks, Don W. (2016). Primer of public relations research. 3rd ed. New York: The Guilford Press. ISBN: 978 1 462522705

Stafford, Laura; Canary, Daniel J. (1991). “Maintenance strategies and romantic relationship type, gender, and relational characteristics”. Journal of social and personal relationships, v. 8, n. 2, pp. 217-242. https://doi.org/10.1177/0265407591082004

Strathern, Marilyn (2000). “The tyranny of transparency”. British educational research journal, v. 26, n. 3, pp. 309-321. https://doi.org/10.1080/713651562

Trochim, William M.; Donnelly, James P.; Arora, Kanika (2015). Research methods: The essential knowledge base. 2nd ed. Belmont, CA: Wadsworth Publishing. ISBN: 978 1 133954774

Verčič, Dejan; Grunig, James E. (1995). “The origins of public relations theory in economics and strategic management”. In: Second International Public Relations Research Symposium.

Wang, Yuan (2020). “When relationships meet situations: Exploring the antecedents of employee communication behaviors on social media”. Social science computer review, 12 February. https://doi.org/10.1177/0894439320904719

Wang, Yuan; Ki, Eyun-Jung (2018). “Membership matters: Why members engage with professional associations”. Voluntas: International journal of voluntary and nonprofit organizations, v. 29, n. 1, pp. 71-82. https://doi.org/10.1007/s11266-017-9873-x

Whitener, Ellen M.; Brodt, Susan E.; Korsgaard, M. Audrey; Werner, Jon M. (1998). “Managers as initiators of trust: An exchange relationship framework for understanding managerial trustworthy behavior”. Academy of management review, v. 23, n. 3, pp. 513-530. https://doi.org/10.5465/AMR.1998.926624

Wilcox, Dennis L.; Cameron, Glen T.; Reber, Bryan H. (2015). Public relations: Strategies and tactics, 11th ed. Boston, MA: Pearson. ISBN: 978 0 205960644

Williams, Steve; Pitre, Richard; Zainuba, Mohamed (2002). “Justice and organizational citizenship behavior intentions: Fair rewards versus fair treatment”. The journal of social psychology, v. 142, n. 1, pp. 33-44. https://doi.org/10.1080/00224540209603883

Zhang, Xiaochen-Angela; Borden, Jonathan; Kim, Sora (2018). “Understanding publics’ post-crisis social media engagement behaviors: An examination of antecedents and mediators”. Telematics and informatics, v. 35, n. 8, pp. 2133-2146. https://doi.org/10.1016/j.tele.2018.07.014

Publicado

2020-05-08

Cómo citar

Wang, Y. (2020). Exploring the linkages among transparent communication, relational satisfaction and trust, and information sharing on social media in problematic situations. Profesional De La Información, 29(3). https://doi.org/10.3145/epi.2020.may.07

Número

Sección

Artículos de investigación / Research articles

Descargas

La descarga de datos todavía no está disponible.