Abstract
Recently, employees are seen as important assets of organizations in which the majority of them cannot deal with employees properly or even underestimate their importance. One of the essential issues is increasing employees’ organizational commitment, which in turn minimizes customers’ switching behaviour and the way organizations usually communicate appropriately their internal market strategy. In order to have a better vision about such issue, this study is planned to investigate the impact of communicational satisfaction on organizational commitment. A variety of communicational satisfaction dimensions are taken into analysis; such dimensions include: communication climate, relationship to superiors, organizational integration, media quality, horizontal and informal communication, organizational perspective, relationship with subordinates and the personal feedback. In addition, three factors of organizational commitment were taken into considerations that are affective commitment, continuance commitment and normative commitment. The study followes the qualitative approach in collecting data from employees of Yahoo- Maktoob office in Amman/Jordan. Eight sub-hypotheses are developed and tested accordingly to conclude with the fact that communicational satisfaction has a significant and direct impact on organizational commitment.
Highlights
Nowadays, communication plays an important role in achieving the goals and the missions of different organizations, since effective communication between stakeholders during service encounters helps to solve various potential problems inherent in the exchange of information and knowledge (Moorman et al, 1993; Shannak et al, 2010; Masa’deh, 2012; Almajali et al, 2016)
Allen (1992), for example, found that, especially in organizations involved in total quality management, communication variables explained up to 59 percent of the variance in organizational commitment
The success of communication satisfaction is mainly determined through the communicational methods, processes, and techniques, making them vital for organizational commitment among employees
Summary
Communication plays an important role in achieving the goals and the missions of different organizations, since effective communication between stakeholders during service encounters helps to solve various potential problems inherent in the exchange of information and knowledge (Moorman et al, 1993; Shannak et al, 2010; Masa’deh, 2012; Almajali et al, 2016). By effective management communicational methods, opportunity for learning and work schedule flexibility (Rousseau, 1998), organizations can enhance their position among competitors, depending on the strong commitment of employees. Communication is a critical interpersonal process consisting of a repetitive cycle of initiating, maintaining and terminating informational exchange (Applbaum, 1973) through verbal and nonverbal methods occurring at the actual IT service encounter (Sundaram et al, 2000; Altamony et al, 2012). Choosing the right communicational medium, the quality of interaction and the trust formed between service providers and clients at the service encounter are critical criteria used in evaluating further commitment to the relationship (Mattila et al, 2002; Obeidat et al, 2012)
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