TY - CHAP
T1 - The exchange of emotional content in business communications
T2 - A comparison of PC and mobile e-mail users
AU - Scott, Douglass J.
AU - Coursaris, Constantinos K.
AU - Kato, Yuuki
AU - Kato, Shogo
PY - 2009
Y1 - 2009
N2 - This study compared the exchange of emotional content in PC and mobile e-mail in business-related discussions. Forty American business people were divided into two groups (PC and mobile e-mail users) and were then assigned to anonymous discussion pairs who exchanged a total of six messages on a predetermined topic. When a message was sent, the writers completed two questionnaires related to 12 target emotions: One questionnaire assessed the emotions they experienced and another estimated their partner's emotional reaction. E-mail readers filled out similar questionnaires. Statistical analysis showed that when emotional exchange was successful, mobile e-mail users more accurately predicted positive emotions than did PC e-mail users. Conversely, when emotional exchange was unsuccessful, mobile e-mail users failed to accurately exchange negative emotions far more than their PC using counterparts. These findings indicate that the communication medium used may influence the exchange of emotional content in text-based communications.
AB - This study compared the exchange of emotional content in PC and mobile e-mail in business-related discussions. Forty American business people were divided into two groups (PC and mobile e-mail users) and were then assigned to anonymous discussion pairs who exchanged a total of six messages on a predetermined topic. When a message was sent, the writers completed two questionnaires related to 12 target emotions: One questionnaire assessed the emotions they experienced and another estimated their partner's emotional reaction. E-mail readers filled out similar questionnaires. Statistical analysis showed that when emotional exchange was successful, mobile e-mail users more accurately predicted positive emotions than did PC e-mail users. Conversely, when emotional exchange was unsuccessful, mobile e-mail users failed to accurately exchange negative emotions far more than their PC using counterparts. These findings indicate that the communication medium used may influence the exchange of emotional content in text-based communications.
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U2 - 10.4018/978-1-60566-366-1.ch011
DO - 10.4018/978-1-60566-366-1.ch011
M3 - Chapter
AN - SCOPUS:84898135107
SN - 9781605663661
SP - 201
EP - 219
BT - Mobile and Ubiquitous Commerce
PB - IGI Global
ER -