Dr. Grant Packard and Dr. Jonah Berger analyzed how the use of concrete language shaped consumer behavior and satisfaction. Concrete language was defined as the use of “specific, tangible, and real” words. An analysis of 200 customer service calls from a large American apparel retailer and 941 customer service interactions from a Canadian multi-channel retailer … Continue reading Consumers Prefer Concrete vs. Abstract Language
This summary is provided by the IPR Organizational Communication Research Center. Dr. Josef Scheuerlein and Dr. Helena Chladkova analyzed letters from CEOs of major U.S. companies to shareholders during the 2008-2009 financial crisis. A content analysis of 594 letters from 104 CEOs to shareholders between 2006 and 2011 was conducted. Key findings include: The use … Continue reading An Analysis of Leadership Letters to Shareholders During the 2008 Financial Crisis
Topic: Corporate Language Author(s), Title and Publication Fredriksson, R., Barner-Rasmussen, W., & Piekkari, R. (2006). The multinational corporation as a multilingual organization. Corporate Communications, 11(4), 406-423. Summary This study explored the use of common corporate language(s) in multinational corporations (MNCs). English has been introduced by some MNCs as their corporate language; however, MNCs are usually … Continue reading The multinational corporation as a multilingual organization