簡易檢索 / 詳目顯示

研究生: Juan Carlos Dominguez Galeano
Juan Carlos Dominguez Galeano
論文名稱: 感知組織支持對內部溝通實踐的影響,以提高內部溝通滿意度
Impact of Perceived Organizational Support on Internal Communication Practices to increase Internal Communication Satisfaction
指導教授: 葉穎蓉
Ying-Jung Yeh
口試委員: 陳正綱
Cheng-Kang Chen
何建韋
Chien-Wei Ho
學位類別: 碩士
Master
系所名稱: 管理學院 - 管理學院MBA
School of Management International (MBA)
論文出版年: 2023
畢業學年度: 111
語文別: 英文
論文頁數: 46
中文關鍵詞: internal communication practicesinternal communication satisfactionperceived organizational supportemployee engagement
外文關鍵詞: internal communication practices, internal communication satisfaction, perceived organizational support, employee engagement
相關次數: 點閱:262下載:8
分享至:
查詢本校圖書館目錄 查詢臺灣博碩士論文知識加值系統 勘誤回報

The goal of this study is to show the impact level that social support practices might have on a company's internal communication practices resulting in employees' satisfaction, which in turn increases their engagement with the company. Although each business is unique, they all have something in common - they are composed of people. As humans and part of one global society and share similar basic needs that are important for our growth and realization as individuals and professionals. It is paramount that companies show support for social and human issues that affect their employees. The research results indicate that Perceived Organizational Support moderates with a positive effect on Internal Communication Satisfaction in an environment that implements feedback practices and a diverse medium for communication since they are closely related to the employee more than the organization itself. The implications of these findings are significant, as they highlight the importance of showing social support through internal practices to employees will result in higher satisfaction, engagement and might as well result in advocacy. Further research is needed to explore and find strategies of how to adapt social support practices for different cultures and populations.


The goal of this study is to show the impact level that social support practices might have on a company's internal communication practices resulting in employees' satisfaction, which in turn increases their engagement with the company. Although each business is unique, they all have something in common - they are composed of people. As humans and part of one global society and share similar basic needs that are important for our growth and realization as individuals and professionals. It is paramount that companies show support for social and human issues that affect their employees. The research results indicate that Perceived Organizational Support moderates with a positive effect on Internal Communication Satisfaction in an environment that implements feedback practices and a diverse medium for communication since they are closely related to the employee more than the organization itself. The implications of these findings are significant, as they highlight the importance of showing social support through internal practices to employees will result in higher satisfaction, engagement and might as well result in advocacy. Further research is needed to explore and find strategies of how to adapt social support practices for different cultures and populations.

TABLE OF CONTENT ABSTRACT I ACKNOWLEDGEMENT II TABLE OF CONTENT III 1 INTRODUCTION 6 1.1 Research motivation and goals 2 THEORETICAL BACKGROUND 8 2.1 Social Exchange Theory 2.2 Internal Communication Practices 2.3 Perceived Social Support could positively impact Internal Communication Satisfaction 2.4 Positive impact of Internal Communication Satisfaction and Perceived Organizational Support 3 RESEARCH METHODOLOGY 14 3.1 Collection and sampling of data 3.1.1 Demographic charts 3.2 Measurement and scales 4 RESULTS HYPOTHESIS AND MODEL TESTING 18 4.1 Moderation effect of Perceived Organizational Support on the Internal Communication Practices 4.1.1 Moderation of the Perceived Organizational Support (POS) - Feedback 4.1.2 Moderation of the Perceived Organizational Support (POS) - Medium of Communication 5. DISCUSSION 23 5.1 Implications of the findings 5.2 Limitations and future research 6. REFERENCES 26 7. APPENDIX 29

Angle, H. L., & Perry, J. L. (1981). An empirical assessment of organizational communication and organizational effectiveness. Administrative Science Quarterly, 26 (1), 1–14. https://doi.org/10.2307/2392596

Arasanmi, C., & Krishna, A. (2019). Linking the employee value proposition (EVP) to employee behavioral outcomes. Industrial and Commercial Training, 51(7/8), 387–395.

Cheng, S.-C., Kao, Y.-H., 2022. The impact of the COVID-19 pandemic on job satisfaction: a mediated moderation model using job stress and organizational resilience in the hotel industry of Taiwan. Heliyon 8 (3), e09134, 1–8.

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

De la Rosa-Navarro, D., Díaz-Fernandez, M., Lopez-Cabrales, A., 2020. Disentangling the strength of the HRM system: effects on employees' reactions. Employee Relat.: Int. J.42 (2), 281–299.

Gray, J., & Laidlaw, H. (2004). Improving the measurement of communication satisfaction. Management communication quarterly, 17(3), 425-448. https://doi.org/ 10.1177/0893318903257980

Hair, J. F. Jr., Anderson, R. E., Tatham, R. L. & Black, W. C. (1995). Multivariate Data Analysis (3rd ed). New York: Macmillan.
He, J., Mao, Y., Morrison, A.M., Coca-Stefaniak, J.A., 2021. On being warm and friendly: the effect of socially responsible human resource management on employee fears of the threats of COVID-19. Int. J. Contemp. Hospit. Manag. 33 (1), 346–366.

Iyer, S., & Israel, D. (2012). Structural equation modeling for testing the impact of organization communication satisfaction on employee engagement. South Asian Journal of Management, 19(1).

Kim, J. N., & Rhee, Y. (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, 23(3), 243–268. https://doi. org/10.1080/1062726X.2011.582204

Lee, R. M. (2005). Resilience against discrimination: Ethnic identity and other group orientation as protective factors for Korean Americans. Journal of Counseling Psychology, 52(1), 36e44. https://doi.org/10.1037/0022-0167.52.1.36

Jo, S., & Shim, S. W. (2005). Paradigm shift of employee communication: The effect of management communication on trusting relationships. Public Relations Review, 31, 277–280. https://doi.org/10.1016/j.pubrev.2005.02.012

Joshi, R. J., & Sharma, B. R. (1997). Determinants of managerial job satisfaction in private organizations. Indian Journal of Industrial Relations, 33(1), 331–337.

Kalla, H. K. (2005). Integrated internal communications: a multidisciplinary perspective. Corporate Communications: An International Journal, 10(4), 302-314.

Kloutsiniotis, P.V., Mihail, D.M., 2020. The effects of high performance work systems in employees’ service-oriented OCB. Int. J. Hospit. Manag. 90, 1–12, 102610.

Kundu, S.C., Gahlawat, N., 2015. Socially responsible HR practices and employees’ intention to quit: the mediating role of job satisfaction. Hum. Resour. Dev. Int. 18 (4), 387–406.

Men, L. R. (2021). Evolving research and practices in internal communication. Current trends and issues in internal communication: Theory and practice, 1-18.

Men, L.R., & Bowen, S. (2017). Excellence in internal communication management.
Business Expert Press. University of Toronto Press.

Noe, R. A., & Wilk, S. L. (1993). Investigation of the factors that influence employees’ participation in development activities. Journal of Applied Psychology, 78(2), 291–302. https://doi.org/10.1037/0021-9010.78.2.291

Ong, A. D., & Edwards, L. (2008). Positive affect and adjustment to perceived racism. Journal of Social and Clinical Psychology, 27(2), 105e126. https://doi.org/10.1521/jscp.2008.27.2.105

Parker, S. K., & Bindl, U. K. (2010). Feeling good and performing well? Psychological engagement and positive behaviors at work. In S. L. Albrecht (Ed.), Handbook of employee engagement: Perspectives, issues, research and practice (pp. 385–398). Cheltenham: Edward-Elgar Publishing.

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

Rhoades, L., Eisenberger, R., & Armeli, S. (2001). Affective commitment to the organization: The contribution of perceived organizational support. Journal Of Applied Psychology, 86(5), 825–836. https://doi.org/10.1037/0021-9010.86.5.825

Romero, A. J., & Roberts, R. E. (2003). The impact of multiple dimensions of ethnic identity on discrimination and adolescents' self esteem. Journal of Applied Social Psychology, 33(11), 2288e2305. https://doi.org/10.1111/j.1559-1816.2003.tb01885.x

Ruck, K., & Welch, M. (2012). Valuing internal communication: Management and employee perspective. Public Relations Review, 38(2), 294–302. https://doi.org/ 10.1016/j.pubrev.2011.12.016

Schmit, M. J., & Allscheid, S. P. (1995). Employee attitudes and customer satisfaction: Making theoretical and empirical connections. Personnel Psychology, 48(3), 521–536. https://doi.org/10.1111/j.1744-6570.1995.tb01768.x

Smith, L., & Mounter, P. (2005). Effective Internal Communication. PR in Practice Series. UK: Kogan Page Limited.

Sorribes, J., Celma, D., Martínez-Garcia, E., 2021. Sustainable human resources management in crisis contexts: interaction of socially responsible labor practices for the well-being of employees. Corp. Soc. Responsib. Environ. Manag. 28 (2), 936–952.

Tkalac Verčič, A., & Poloˇski Voki ́c, N. (2017). Engaging employees through internal communication. Public Relations Review, 43(5), 885–893. https://doi.org/10.1016/j.pubrev.2017.04.005

Tkalac Verčič, A., Gali ́c, Z., & Zˇnidar, K. (2021). The relationship of internal communication satisfaction with employee engagement and employer attractiveness: Testing the joint mediating effect of the social exchange quality indicators. International Journal of Business Communication, 0(0). https://doi.org/ 10.1177/23294884211053839

Tkalac Verčič, A., Sinčić Ćorić, D., Pološki Vokić, N. (2021). Measuring internal communication satisfaction: validating the internal communication satisfaction questionnaire. Corporate Communications: An International Journal, 26(3), 589-604.

Tench, R., & Yeomans, L. (2006). Exploring PR. Essex: Pearson Education Limited.

Turner, R., & Avison, W. R. (2003). Status variations in stress exposure: Implications
for the interpretation of research on race, socioeconomic status, and gender.
Journal of Health and Social Behavior, 44(4), 488e505. https://doi.org/10.2307/1519795

Verčič, A. T., & Men, L. R. (2023). Redefining the link between internal communication and employee engagement. Public Relations Review, 49(1), 102279.

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

Witt, L. A. (1991). Exchange ideology as a moderator of job-attitudes–organizational citizenship behaviors relationships. Journal of Applied Social Psychology, 21(18), 1490–1501. https://doi.org/10.1111/j.1559-1816.1991.tb00483.x

Yeomans, L., & FitzPatrick, L. (2017). Internal communication.

QR CODE