Exploring the linkages among transparent communication, relational satisfaction and trust, and information sharing on social media in problematic situations
DOI:
https://doi.org/10.3145/epi.2020.may.07Keywords:
Organization-employee relationships, Relational satisfaction, Relational trust, Social media, Social networks, Information sharing on social media, Transparent communication.Abstract
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.
Downloads
References
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; VerÄiÄ, 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
VerÄiÄ, 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
Downloads
Additional Files
Published
How to Cite
Issue
Section
License
Dissemination conditions of the articles once they are published
Authors can freely disseminate their articles on websites, social networks and repositories
However, the following conditions must be respected:
- Only the editorial version should be made public. Please do not publish preprints, postprints or proofs.
- Along with this copy, a specific mention of the publication in which the text has appeared must be included, also adding a clickable link to the URL: http://www.profesionaldelainformacion.com
- Only the final editorial version should be made public. Please do not publish preprints, postprints or proofs.
- Along with that copy, a specific mention of the publication in which the text has appeared must be included, also adding a clickable link to the URL: http://revista.profesionaldelainformacion.com
Profesional de la información journal offers the articles in open access with a Creative Commons BY license.
