所属 明治大学 商学部 職種 専任教授
|発表テーマ||Communication Quality Management|
|発表者・共同発表者||Jang Sora and Kiyoshi Murata|
|概要||The proliferation of the Internet has dramatically decreased the cost of communication and enabled various types of inter-organisational and organisation-personal customer alliances based on information sharing among relevant parties. Needless to say, the success of such alliances hinges on the quality of information sharing or communication. However, communicating appropriate information to relevant parties exactly and timely is not necessarily easy. Expressing true intent as a referent in proper terms or producing transmitted information and conveying it accurately to relevant parties using a proper medium so that receivers of the information can exactly understand the intent inevitably entail a certain level of difficulty. In this respect, communication quality management should be recognised as a significant business issue. Given that the current situation where a variety of communication tools including social media are available, this issue can be a difficult challenge for modern businesses.
Whereas information quality management (e.g., Wang and Strong, 1996; Wang et al.. 1998) has been studied since the early 1990s, communication quality management has not been addressed in earnest by any researchers and practitioners. This study undertakes the research issue based on the studies of information quality management, cognitive science and linguistics. The quality management of one to one, one to specified many and one to unspecified many communication are examined separately based on the authors' model of communication which represents the intrinsic difficulties of human communication.