Publication
Title
Effects of directness in e-mails and voice mails
Author
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.
Language
English
Source (journal)
The journal of business communication / Association for Business Communication [Urbana, Ill.] - Urbana, Ill., 1973 - 2013
Publication
Urbana, Ill. : 2013
ISSN
0021-9436 [print]
1552-4582 [online]
Volume/pages
50:4(2013), p. 362-382
Full text (Publisher's DOI)
Full text (publisher's version - intranet only)
UAntwerpen
Faculty/Department
Research group
Publication type
Subject
Affiliation
Publications with a UAntwerp address
External links
VABB-SHW
Record
Identification
Creation 21.11.2013
Last edited 13.01.2016
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