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| Author: | Gray, J. Laidlaw, H. |
| Title: | Improving the measurement of communication satisfaction |
| Journal: | Management Communication Quarterly
2004 : FEB, VOL. 17:3, p. 425-448 |
| Index terms: | Organizational communication Measurement |
| Language: | eng |
| Abstract: | This article reexamines the psychometric properties of the Communication Satisfaction Questionnaire. Quantitative data were gathered in a major Australian retail organization resulting in 127 useable responses. The study identified a second-order factor structure consisting of Informational and Relational Communication that was empirically superiour to competing models. The instrument should make a contribution to communication audits and encourage researchers and practitioners to use the instrument for empirical and diagnostic purposes to ultimately improve organizational communication. |
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