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Journal of Business Communication
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Communication Quality Revisited: Exploring the Link with Persuasive Effects

Annette N. Shelby

Georgetown University, Washington, DC

Does the quality of a communication process or product matter? This paper provides an approach to answering that question. The author provides a work ing definition of communication quality that focuses on its technical, functional (use), and aesthetic components and posits a discrepancy-based approach to assessing quality. Based on that analysis, the author develops testable, theoreti cal propositions that predict relationships among communication quality, effectiveness, and efficiency.

Journal of Business Communication, Vol. 35, No. 3, 387-404 (1998)
DOI: 10.1177/002194369803500305
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