Quality of Communication Experience: Definition, Measurement, and Implications for Intercultural Negotiations

Leigh Anne Liu, Chei Hwee Chua, Günter K. Stahl

Research output: Contribution to journalArticlepeer-review

71 Scopus citations


In an increasingly globalized workplace, the ability to communicate effectively across cultures is critical. We propose that the quality of communication experienced by individuals plays a significant role in the outcomes of intercultural interactions, such as cross-border negotiations. In 4 studies, we developed and validated a multidimensional conceptualization of quality of communication experience (QCE) and examined its consequences in intracultural versus intercultural business negotiations. We proposed and found 3 dimensions of QCE-namely, Clarity, Responsiveness, and Comfort. Findings from intercultural and same-cultural negotiations supported the hypotheses that QCE is lower in intercultural negotiation than in intracultural negotiation and that a higher degree of QCE leads to better negotiation outcomes. Moreover, we found evidence that the beneficial effects of higher QCE on negotiation outcomes are more pronounced in intercultural than in intracultural negotiations. We propose an agenda for future research and identify implications for practice.

Original languageEnglish (US)
Pages (from-to)469-487
Number of pages19
JournalJournal of Applied Psychology
Issue number3
StatePublished - May 2010


  • Cognitive, behavioral, and affective processes in negotiation
  • Cross-cultural communication
  • Intercultural negotiations
  • Intracultural versus intercultural negotiations
  • Quality of communication experience

ASJC Scopus subject areas

  • Applied Psychology


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