Effects of Top-Down, Bottom-Up, and Horizontal Communication on Organizational Commitment: Evidence From Chinese Internet Firms

Yueyue Zhang, Cheng Zhang, Miaomiao Liu

Research output: Journal PublicationArticlepeer-review

Abstract

Background: An organization's internal communication is an important factor shaping employees' organizational commitment. Internal communication practices can be classified into three types according to the direction of information flow: top-down, bottom-up, and horizontal communication. Research questions: 1. What are the relationships between the three types of internal communication and organizational commitment? 2. Are there any mediating routes that bridge the relationship between internal communication and organizational commitment? 3. Do the effects of internal communication on organizational commitment vary for different jobs? Literature review: Based on the social exchange theory, we uncover the underlying mechanism of the relationships between the three types of internal communication and organizational commitment. Methodology: A structural equation model using partial least squares was employed to analyze survey data from 12,817 full-time employees in the Chinese internet sector. Results and conclusions: The results suggest that top-down, bottom-up, and horizontal communication affect organizational commitment positively and significantly via the mediating routes of employees' perceived job attractiveness or perceived customer service performance. The study also reveals a fit between employees' job characteristics (e.g., information-processing demands) and internal communication types to improve organizational commitment. These findings generate theoretical and practical implications for professional communication management.

Original languageEnglish
Pages (from-to)411-426
Number of pages16
JournalIEEE Transactions on Professional Communication
Volume65
Issue number3
DOIs
Publication statusPublished - 1 Sep 2022
Externally publishedYes

Keywords

  • Customer service performance
  • internal communication
  • job attractiveness
  • organizational commitment
  • social exchange theory

ASJC Scopus subject areas

  • Industrial relations
  • Electrical and Electronic Engineering

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