Title
Effects of directness in e-mails and voice mails Effects of directness in e-mails and voice mails
Author
Faculty/Department
Faculty of Applied Economics
Publication type
article
Publication
Urbana, Ill. ,
Subject
Mass communications
Source (journal)
The journal of business communication / Association for Business Communication [Urbana, Ill.] - Urbana, Ill., 1973 - 2013
Volume/pages
50(2013) :4 , p. 362-382
ISSN
0021-9436
1552-4582
vabb
c:vabb:372955
Carrier
E
Target language
English (eng)
Full text (Publishers DOI)
Affiliation
University of Antwerp
Abstract
In this study, we explore the effects of channel choice (e-mail vs. voice mail) and message structure (direct vs. indirect) on the receivers perception of bad-news messages. We conducted an experiment in which bad-news e-mails and voice mails were presented to participants who evaluated their response to the messages via a questionnaire. The results indicate that e-mail is more comprehensible, while voice mail is more persuasive and effective for maintaining a personal customer relationship. Furthermore, messages with an indirect structure (explanation → bad news) are valued more highly than direct messages (bad news → explanations). We also found interaction effects of channel and structure, the most important being that the preference for the indirect structure is limited to e-mails.
E-info
https://repository.uantwerpen.be/docman/iruaauth/fb88e2/50f8e78911a.pdf
Handle