PL EN


2020 | 42 | 70-98
Article title

The influence of internal communication satisfaction on employees’ organisational identification: Effect of perceived organisational support

Content
Title variants
Languages of publication
EN
Abstracts
EN
Aim/purpose – This paper bases on the social exchange and social identification theo-ries with the purpose of understanding if the internal communication helps to improve organisational identification, supplemented by the effect of perceived organisational support. The exact aim of this research is to gain a better understanding of the internal communication process from the employees’ perspective, and to explore how the satis-faction with internal communication influences employees’ attitudinal and behavioural responses. Specifically, this study tends to examine the effect of the satisfaction with internal communication on organisational identification. Subsequently, it also aims to investigate the mediating role of perceived organisational support.Design/methodology/approach – This study is operationalised through quantitative approach. The hypotheses were tested in a cross-sectional survey which was completed by 132 employees working in a variety of jobs and organisations in Portugal, mostly in the sector of transportations and storage. The research focused on employee satisfaction with the internal communication of the organisation for which they are working, meas-ured with the Internal Communication Satisfaction Questionnaire. The research model was analysed using SmartPLS, a structural equation modelling tool. Findings – The results suggest that the importance of how an organisation communi-cates internally is important to encourage the employees’ organisational identification. The results indicate also that there is a significant relationship between satisfaction with internal communication and perceived organisational support which mediates the rela-tionship of internal communication and organisational identification. Research implications/limitations – This research is cross-sectional, which limits the causality of its findings. Additionally, the use of filter-question caused a significant reduction in the reached sample size. Originality/value/contribution – This paper addresses the internal communication to investigate the employee-based perceptions. It proposes a conceptual model and supports it with empirical findings. As a result, this study addresses concerns that are the current management fads and addresses the research gap, as only a few empirical studies have previously examined the internal communication as an antecedent of organisational identification
Year
Volume
42
Pages
70-98
Physical description
Contributors
  • Department of Management. ISEG – Lisbon School of Economics and Management. Universidade de Lisboa, Lisboa, Portugal
References
  • Abrams, D. E., & Hogg, M. A. (1990). Social identity theory: Constructive and critical advances. Berlin: Springer Verlag Publishing.
  • Allen, M. W. (1992). Communication and organizational commitment: Perceived organizational support as a mediating factor. Communication Quarterly, 40(4), 357-367. https://doi.org/10.1080/01463379209369852
  • Allen, M. W. (1995). Communication concepts related to perceived organizational support. Western Journal of Communication, 59(4), 326-346. https://doi.org/10.1080/10570319509374525
  • Amaro, S., & Duarte, P. (2016, May). Modelling formative second order constructs in PLS. In European Conference on Research Methodology for Business and Management Studies (pp. 19-27). Sonning Common: Academic Conferences International.
  • Ashforth, B. E., & Mael, F. (1989). Social identity theory and the organization. Academy of Management Review, 14(1), 20-39. https://doi.org/10.5465/amr.1989.4278999
  • Bagozzi, R. P., & Yi, Y. (1988). On the evaluation of structural equation models. Journal of the Academy of Marketing Science, 16(1), 74-94. https://doi.org/10.1007/BF02723327
  • Bakker, A. B., Albrecht, S. L., & Leiter, M. P. (2011). Key questions regarding work engagement. European Journal of Work and Organizational Psychology, 20(1), 4-28.https://doi.org/10.1080/1359432X.2010.485352
  • Blau, P. (1964). Power and exchange in social life. New York: John Wiley & Sons.
  • Botan, C. H., & Soto, F. (1998). A semiotic approach to the internal functioning of publics: Implications for strategic communication and public relations. Public Relations Review, 24(1), 21-44. https://doi.org/10.1016/S0363-8111(98)80018-0
  • Buckley, F., Monks, K, & Sinnott, A. (1998). Communications enhancement: Aprocess divided for the organization and the HRM department? Human Resource Management, 37(3/4), 221-234.
  • Carrière, J., & Bourque, C. (2009). The effects of organizational communication on job satisfaction and organizational commitment in a land ambulance service and the mediating role of communication satisfaction. Career Development International, 14(1), 29-49. https://doi.org/10.1108/13620430910933565
  • Chen, J. C., Silverthorne, C., & Hung, J. Y. (2006). Organization communication, job stress, organizational commitment, and job performance of accounting professionals in Taiwan and America. Leadership & Organization Development Journal, 27(4), 242-249. https://doi.org/10.1108/01437730610666000
  • Cheney, G., & Christensen, L. T. (2001). Organizational identity: Linkage between internal and external communication. In F. M. Jablin & L. L. Putnam (Eds.), The new handbook of organizational communication: Advances in theory, research, and methods (pp. 231-269). Thousand Oaks: Sage Publication.
  • Cheney, P. H., & Dickson, G. W. (1982). Organizational characteristics and information systems: An exploratory investigation. Academy of Management Journal, 25(1), 170-184. https://doi.org/10.2307/256032
  • Chin, W. W. (1998). The partial least squares approach to structural equation modeling. In G. A. Marcoulides (Ed.), Methodology for business and management. Modern methods for business research (pp. 295-336). New Jersey: Lawrence Erlbaum Associates Publishers.
  • Chin, W. W. (2010). How to write up and report PLS analyses. In V.E. Vinzi, W.W. Chin, J. Henseler, & H. Wang (Eds.), Handbook of partial least squares (pp. 655-690). Berlin: Springer. https://doi.org/10.1007/978-3-540-32827-8_29
  • Chitrao, P. (2014). Internal communication satisfaction as an employee motivation tool in the retail sector in Pune. The European Journal of Social & Behavioural Sciences, 10(3), 1541-52. https://doi.org/10.15405/ejsbs.13
  • Cornelissen, J. P. (2004). Corporate communication. The International Encyclopedia of Communication. London: Sage Publications.
  • Cropanzano, R., & Mitchell, M. S. (2005). Social exchange theory: An interdisciplinary review. Journal of Management, 31(6), 874-900. https://doi.org/10.1177/0149206305279602
  • Daft, R. L., & Weick, K. E. (1984). Toward a model of organizations as interpretation systems. Academy of Management Review, 9(2), 284-295. https://doi.org/10.5465/amr.1984.4277657
  • Davari, A., & Rezazadeh, A. (2013). Structural equation modeling with PLS. Tehran: Jahad University, 215(2), 224. https://doi.org/10.13140/2.1.3280.1922
  • Dawkins, J. (2005). Corporate responsibility: The communication challenge. Journal of Communication Management, 9(2). 108-119. https://doi.org/10.1108/13632540510621362
  • DeConinck, J. B. (2010). The effect of organizational justice, perceived organizational support, and perceived supervisor support on marketing employees’ level of trust. Journal of Business Research, 63(12), 1349-1355. https://doi.org/10.1016/j.jbusres.2010.01.003
  • Dijkstra, T. K., & Henseler, J. (2015). Consistent partial least squares path modeling. Management Information Systems Quarterly, 39(2), 297-316.
  • Downs, C., & Hazen, M. D. (1977). A factor analytic study of communication satisfaction. Journal of Business Communication, 14(3), 63-73. https://doi.org/10.1177/002194367701400306
  • Eder, P., & Eisenberger, R. (2008). Perceived organizational support: Reducing the negative influence of coworker withdrawal behavior. Journal of Management, 34(1), 55-68. https://doi.org/10.1177/0149206307309259
  • Eisenberger, R., & Stinglhamber, F. (2011). Perceived organizational support: Fostering enthusiastic and productive employees. Washington, DC: American Psychological Association.
  • Eisenberger, R., Huntington, R., Hutchison, S., & Sowa, D. (1986). Perceived organizational support. Journal of Applied Psychology, 71(3), 500-507. https://doi.org/ 10.1037/0021-9010.71.3.500
  • Falcione, R. L., Sussman, L., & Herden, R. P. (1987). Communication climate in organizations. In F. M. Jablin, L. L. Putnam, K. H. Roberts, & L. W. Porter (Eds.), Handbook of organizational communication: An interdisciplinary perspective (pp. 195- 227). Newbury Park, CA: Sage.
  • Fornell, C., & Larcker, D. F. (1981). Structural equation models with unobservable variables and measurement error: Algebra and statistics. Journal of Marketing Research, 18(3), 382-388. https://doi.org/10.2307/3150980
  • Frank, A. D., & Brownell, J. (1989). Organizational communication and behavior: communicating to improve performance. New York: Houghton Mifflin Harcourt School.
  • Gefen, D., Straub, D., & Boudreau, M. C. (2000). Structural equation modeling and regression: Guidelines for research practice. Communications of the Association for Information Systems, 4(1), Article 7. https://doi.org/10.17705/1CAIS.00407
  • Gouldner, A. W. (1960). The norm of reciprocity: A preliminary statement. American Sociological Review, 25(2), 161-178. https://doi.org/10.2307/2092623
  • Gray, J., & Laidlaw, H. (2004). Improving the measurement of communication satisfaction. Management Communication Quarterly, 17(3), 425-448. https://doi.org/10.1177/0893318903257980
  • Grunig, J. E., & Hunt, T. T. (1984). Managing public relations. New York: Holt, Rinehart and Winston.
  • Hair, J. F., Jr, Sarstedt, M., Hopkins, L., & Kuppelwieser, V. G. (2014). Partial least squares structural equation modeling (PLS-SEM). European Business Review, 26(2), 106-121. https://doi.org/10.1108/EBR-10-2013-0128
  • Hargie, O., Tourish, D., & Wilson, N. (2002). Communication audits and the effects of increased information: A follow-up study. International Journal of Business Communication, 39(4), 414-436. https://doi.org/10.1177/002194360203900402
  • He, H., Pham, H. Q., Baruch, Y., & Zhu, W. (2014). Perceived organizational suport and organizational identification: Joint moderating effects of employee exchange ideology and employee investment. The International Journal of Human Resource Management, 25(20), 2772-2795. https://doi.org/10.1080/09585192.2014.908315
  • Hume, J., & Leonard, A. (2014). Exploring the strategic potential of internal communication in international non-governmental organizations. Public Relations Review, 40, 294-304. https://doi.org/10.1016/j.pubrev.2013.10.011
  • Jo, S., & Shim, S. W. (2005). Paradigm shift of employee communication: The effect of management communication on trusting relationships. Public Relations Review, 31(2), 277-280. https://doi.org/10.1016/j.pubrev.2005.02.012
  • Karanges, E., Johnston, K., Beatson, A., & Lings, I. (2015). The influence of internal communication on employee engagement: A pilot study. Public Relations Review, 21, 129-131. https://doi.org/10.1016/j.pubrev.2014.12.003
  • Kennan, W. R., & Hazleton, V. (2006). Internal public relations, social capital, and the role of effective organizational communication. Public Relations Theory II, 311-338.
  • Van Knippenberg, D., & Sleebos, E. (2006). Organizational identification versus organizational commitment: Self‐definition, social exchange, and job attitudes. Journal of Organizational Behavior, 27(5), 571-584. https://doi.org/10.1002/job.359
  • Korte, R. F. (2007). A review of social identity theory with implications for training and development. Journal of European Industrial Training, 31(3), 166-180. https://doi.org/10.1108/03090590710739250
  • Kunsch, M. M. K. (2003). Planejamento de relações públicas na comunicação integrada: novas buscas em comunicação [Public relations planning in integrated communication: New searches in communication]. São Paulo: Summus Editorial.
  • Leiter, M. P., & Bakker, A. B. (2010). Work engagement: Introduction. In A. B. Bakker & M. P. Leiter (Eds.), Work engagement: A handbook of essential theory and research (pp. 1-9). New York: Psychology Press.
  • Mael, F. A., & Tetrick, L. E. (1992). Identifying organizational identification. Educational and Psychological Measurement, 52(4), 813-824. https://doi.org/10.1177/0013164492052004002
  • Maxwell, R., & Knox, S. (2009). Motivating employees to “live the brand”: A comparative case study of employer brand attractiveness within the firm. Journal of Marketing Management, 25(9-10), 893-907. https://doi.org/10.1362/026725709X479282
  • Nakra, R. (2006). Relationship between communication satisfaction and organizational identification: An empirical study. Vision, 10(2), 41-51. https://doi.org/10.1177%2F097226290601000206
  • Neves, P., & Eisenberger, R. (2012). Management communication and employee performance: The contribution of perceived organizational support. Human Performance, 25(5), 452-464. https://doi.org/10.1080/08959285.2012.721834
  • Polit, D. F., & Beck, C. T. (2010). Generalization in quantitative and qualitative research: Myths and strategies. International Journal of Nursing Studies, 47(11), 1451-1458. https://doi.org/10.1016/j.ijnurstu.2010.06.004
  • Quirke, M. B. (2012). Making the connections: Using internal communication to turn strategy into action. Aldershot: Gower Publishing.
  • Rego, A. (2007). Comunicação pessoal e organizacional – teoria e prática [Personal and organizational communication – theory and practice]. Lisbon: Edições Sílabo.
  • De Roeck, K., & Delobbe, N. (2012). Do environmental CSR initiatives serve organizations’ legitimacy in the oil industry? Exploring employees’ reactions through organizational identification theory. Journal of Business Ethics, 110(4), 397-412. https://doi.org/10.1007/s10551-012-1489-x
  • Rhoades, L., & Eisenberger, R. (2002). Perceived organizational support: A review of the literature. Journal of Applied Psychology, 87(4), 698-714. https://doi.org/10.1037/0021-9010.87.4.698
  • Roberts, K. H., & O’Reilly, C. A. (1979). Some correlates of communication roles in organizations. Academy of Management Journal, 22(1), 42-57. https://doi.org/10.2307/255477
  • Ruck, K., & Welch, M. (2012). Valuing internal communication; management and employee perspectives. Public Relations Review, 38(2), 294-302. https://doi.org/10.1016/j.pubrev.2011.12.016
  • Ruck, K., Welch, M., & Menara, B. (2017). Employee voice: An antecedent to organizational engagement? Public Relations Review, 43, 904-914. https://doi.org/10.1016/j.pubrev.2017.04.008
  • Simon, H. A. (1976). Administrative behavior: A study of decision-making processes in administrative organization (3rd ed.). New York: Free Press.
  • Sluss, D. M., Klimchak, M., & Holmes, J. J. (2008). Perceived organizational support as a mediator between relational exchange and organizational identification. Journal of Vocational Behavior, 73(3), 457-464. https://doi.org/10.1016/j.jvb.2008.09.001
  • Smidts, A., Pruyn, A. T. H., & Van Riel, C. B. (2001). The impact of employee communication and perceived external prestige on organizational identification. Academy of Management Journal, 44(5), 1051-1062. https://doi.org/10.2307/3069448
  • Tajfel, H. (1970). Experiments in intergroup discrimination. Scientific American, 223(5), 96-103.
  • Tajfel, H. (1982). Social psychology of intergroup relations. Annual Review of Psychology, 33(1), 1-39. https://doi.org/10.1146/annurev.ps.33.020182.000245
  • Tajfel, H., & Turner, J. (1986). The social identity theory of intergroup behaviour. In S. Worchel & W. G. Austin (Eds.) Psychology of intergroup relations (pp. 7-24). Chicago: Nelson Hall.
  • Tompkins, P. K., & Cheney, G. (1983). Account analysis of organizations: Decision making and identification. In L. Putnam & M. E. Pacanowsky (Eds.), Communication and organizations: An interpretive approach (pp. 123-146). Upper Saddle River: Sage Publications.
  • Trombetta, J. J., & Rogers, D. P. (1988). Communication climate, job satisfaction, and organizational commitment: The effects of information adequacy, communication openness, and decision participation. Management Communication Quarterly, 1(4), 494-514. https://doi.org/10.1177%2F0893318988001004003
  • Van Riel, C. B., & Fombrun, C. J. (2007). Essentials of corporate communication: Implementing practices for effective reputation management. London: Routledge.
  • Verčič, A. T., Verčič, D., & Sriramesh, K. (2012). Internal communication: Definition, parameters, and the future. Public Relations Review, 38, 223-230. https://doi.org/10.1016/j.pubrev.2011.12.019
  • Verčič, A. T., & Vokić, N. P. (2017). Engaging employees through internal communication. Public Relations Review, 43(5), 885-893. https://doi.org/10.1016/j.pubrev.2017.04.005
  • Verčič, A. T., Vokić N. P., & Ćorić, S. (2007). Internal communication satisfaction questionnaire. Društvena istraživanja: Journal for General Social Issues, 18, 175-202
  • Verčič, A. T., Vokić, N. P., & Ćorić, S. (2009). Development of the internal communication satisfaction questionnaire. Zagreb: Faculdade de Economia.
  • Verčič, A. T., Vokić, N. P., & Ćorić, S. (2017). Engaging employees through internal communication. Public Relations Review, 43, 885-893. https://doi.org/10.1016/j.pubrev.2017.04.005
  • Welch, M. (2011). The evolution of the employee engagement concept: Communication implications. Corporate Communications: An International Journal, 16(4), 328-346. https://doi.org/10.1108/13563281111186968
  • Welch, M. (2012). Appropriateness and acceptability: Employee perspectives of internal communication. Public Relations Review, 38, 246-254. https://doi.org/10.1016/j.pubrev.2011.12.017
  • Welch, M., & Jackson, P. R. (2007). Rethinking internal communication: A stakeholder approach. Corporate Communications: An International Journal, 12, 177-198. https://doi.org/10.1108/13563280710744847
  • Williams, L. J., & Anderson, S. E. (1991). Job satisfaction and organizational commitment as predictors of organizational citizenship and in-role behaviors. Journal of Management, 17(3), 601-617. https://doi.org/10.1177%2F014920639101700305
  • Wright, C. (1995). The management of labour: A history of Australian employers. Melbourne: Oxford University Press.
Document Type
Publication order reference
Identifiers
ISSN
1732-1948
YADDA identifier
bwmeta1.element.cejsh-d8b2a97c-e754-427a-9ad0-6f97a00eb00d
JavaScript is turned off in your web browser. Turn it on to take full advantage of this site, then refresh the page.