Resumen de The effects of communication load and mode on perceived decision quality and satisfaction

Thomas J. Housel, Enid S. Waldhart

• This study examined the extent to which communication load (underload, normal load, or overload) and communication mode (oral or written) affect individuals’ perceptions of the quality of their decisions and of their satisfaction with those decisions. Data were collected from one group of university student subjects and one group of volunteers from a local organization. Results on communication load indicated that perceived quality of and perceived satisfaction with decisions were higher in underload than overload. However, university subjects perceived greater satisfaction in underload conditions while organization subjects did so for normal load conditions. All subjects perceived greater satisfaction for decisions made using the oral mode of communication, but they perceived higher quality for decisions made using the written mode. Implications of these results and questions for future study were discussed. Clearly, individuals’ perceptions of both quality and satisfaction were affected by the different contingencies of communication load and mode.