Organisation‐public relationships: Measurement validation in a university setting

Samsup Jo · Linda Childers Hon · Brigitta R. Brunner

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Public Relations and Crisis Communication Customer Service Quality and Loyalty Communication Studies and Media

Abstract

Given the link between quality relationships and supportive behaviours among organisations and publics, it is not surprising that public relations scholars and practitioners have turned their attention to trying to measure public relationships and understanding their value for organisations and publics. As part of the development of a diagnostic tool for measuring relationships, the present study attempted to test a measurement scale for the organisation‐public relationship. This research effort was designed to test empirically Hon and Grunig’s proposed organisation‐public relationship instrument. Although each of the two data sets displayed slightly different operationalised items, the two groups of subjects similarly perceived the six‐factor (trust, satisfaction, control mutuality, commitment, exchange relationship, communal relationship) measures as a valid and reliable instrument for measuring their relationship with the university.

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References

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