{"id":"https://openalex.org/W2035201119","doi":"https://doi.org/10.1080/13606710903448087","title":"The relationship between employee satisfaction with organizational communication and customer orientation","display_name":"The relationship between employee satisfaction with organizational communication and customer orientation","publication_year":2010,"publication_date":"2010-02-26","ids":{"openalex":"https://openalex.org/W2035201119","doi":"https://doi.org/10.1080/13606710903448087","mag":"2035201119"},"language":"en","primary_location":{"id":"doi:10.1080/13606710903448087","doi":"https://doi.org/10.1080/13606710903448087","is_oa":false,"landing_page_url":"https://doi.org/10.1080/13606710903448087","pdf_url":null,"source":{"id":"https://openalex.org/S145277627","display_name":"Managing Leisure","issn_l":"1360-6719","issn":["1360-6719","1466-450X"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["cwts-core","jufo-1"],"host_organization":"https://openalex.org/P4310321043","host_organization_name":"Chapman and Hall London","host_organization_lineage":["https://openalex.org/P4310321043","https://openalex.org/P4310320584"],"host_organization_lineage_names":["Chapman and Hall London","CRC Press"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Managing Leisure","raw_type":"journal-article"},"volume":null,"type":"article","indexed_in":["crossref"],"open_access":{"is_oa":false,"oa_status":"closed","oa_url":null,"any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5068167380","display_name":"Matt Wagenheim","orcid":null,"observed_orcids":[]},"institutions":[{"id":"https://openalex.org/I191149221","display_name":"Ferris State University","ror":"https://ror.org/00cg1ev32","country_code":"US","type":"education","lineage":["https://openalex.org/I191149221"]}],"countries":["US"],"is_corresponding":true,"raw_author_name":"Matt Wagenheim","raw_affiliation_strings":["Ferris State University","Recreation, Leisure Services and Wellness , Ferris State University , 401 South Street, SRC 103, Big Rapids, MI, 49307, USA"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Ferris State University","institution_ids":["https://openalex.org/I191149221"]},{"raw_affiliation_string":"Recreation, Leisure Services and Wellness , Ferris State University , 401 South Street, SRC 103, Big Rapids, MI, 49307, USA","institution_ids":["https://openalex.org/I191149221"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5030598858","display_name":"A. Scott Rood","orcid":null,"observed_orcids":[]},"institutions":[{"id":"https://openalex.org/I8606887","display_name":"Grand Valley State University","ror":"https://ror.org/001m1hv61","country_code":"US","type":"education","lineage":["https://openalex.org/I8606887"]}],"countries":["US"],"is_corresponding":false,"raw_author_name":"A. Scott Rood","raw_affiliation_strings":["Grand Valley State University","Department of Hospitality and Tourism Management , Grand Valley State University , B-3-261 Mackinac Hall, Allendale, MI, 49401, USA"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Grand Valley State University","institution_ids":["https://openalex.org/I8606887"]},{"raw_affiliation_string":"Department of Hospitality and Tourism Management , Grand Valley State University , B-3-261 Mackinac Hall, Allendale, MI, 49401, USA","institution_ids":["https://openalex.org/I8606887"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":2,"corresponding_author_ids":["https://openalex.org/A5068167380"],"corresponding_institution_ids":["https://openalex.org/I191149221"],"apc_list":null,"apc_paid":null,"fwci":4.4095,"has_fulltext":false,"cited_by_count":21,"citation_normalized_percentile":{"value":0.93901493,"is_in_top_1_percent":false,"is_in_top_10_percent":true},"cited_by_percentile_year":{"min":88,"max":98},"biblio":{"volume":"15","issue":"1-2","first_page":"83","last_page":"95"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.36739999055862427,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.36739999055862427,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10006","display_name":"Job Satisfaction and Organizational Behavior","score":0.3208000063896179,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T11543","display_name":"Employee Performance and Motivation","score":0.0820000022649765,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/organizational-communication","display_name":"organizational communication","score":0.746999979019165},{"id":"https://openalex.org/keywords/job-satisfaction","display_name":"job satisfaction","score":0.9459999799728394},{"id":"https://openalex.org/keywords/customer-orientation","display_name":"customer orientation","score":0.9520000219345093},{"id":"https://openalex.org/keywords/frontline-workers","display_name":"frontline workers","score":0.9990000128746033},{"id":"https://openalex.org/keywords/commercial-recreation","display_name":"commercial recreation","score":0.9570000171661377},{"id":"https://openalex.org/keywords/service-employees","display_name":"service employees","score":0.5249999761581421},{"id":"https://openalex.org/keywords/organizational-communication-management","display_name":"organizational communication management","score":0.335999995470047}],"concepts":[{"id":"https://openalex.org/C110269972","wikidata":"https://www.wikidata.org/wiki/Q184872","display_name":"Recreation","level":2,"score":0.7895780801773071},{"id":"https://openalex.org/C2984067766","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Customer orientation","level":2,"score":0.6447953581809998},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.6228277087211609},{"id":"https://openalex.org/C2781403576","wikidata":"https://www.wikidata.org/wiki/Q4384456","display_name":"Front line","level":2,"score":0.6205567121505737},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.6020256876945496},{"id":"https://openalex.org/C191511416","wikidata":"https://www.wikidata.org/wiki/Q999278","display_name":"Customer satisfaction","level":2,"score":0.5123856663703918},{"id":"https://openalex.org/C16345878","wikidata":"https://www.wikidata.org/wiki/Q107472979","display_name":"Orientation (vector space)","level":2,"score":0.42869627475738525},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.4192945063114166},{"id":"https://openalex.org/C2718322","wikidata":"https://www.wikidata.org/wiki/Q629463","display_name":"Job satisfaction","level":2,"score":0.41816407442092896},{"id":"https://openalex.org/C15744967","wikidata":"https://www.wikidata.org/wiki/Q9418","display_name":"Psychology","level":0,"score":0.389032781124115},{"id":"https://openalex.org/C77805123","wikidata":"https://www.wikidata.org/wiki/Q161272","display_name":"Social psychology","level":1,"score":0.15111610293388367},{"id":"https://openalex.org/C205649164","wikidata":"https://www.wikidata.org/wiki/Q1071","display_name":"Geography","level":0,"score":0.08376747369766235},{"id":"https://openalex.org/C17744445","wikidata":"https://www.wikidata.org/wiki/Q36442","display_name":"Political science","level":0,"score":0.0736045241355896},{"id":"https://openalex.org/C33923547","wikidata":"https://www.wikidata.org/wiki/Q395","display_name":"Mathematics","level":0,"score":0.0},{"id":"https://openalex.org/C199539241","wikidata":"https://www.wikidata.org/wiki/Q7748","display_name":"Law","level":1,"score":0.0},{"id":"https://openalex.org/C2524010","wikidata":"https://www.wikidata.org/wiki/Q8087","display_name":"Geometry","level":1,"score":0.0},{"id":"https://openalex.org/C166957645","wikidata":"https://www.wikidata.org/wiki/Q23498","display_name":"Archaeology","level":1,"score":0.0}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.1080/13606710903448087","doi":"https://doi.org/10.1080/13606710903448087","is_oa":false,"landing_page_url":"https://doi.org/10.1080/13606710903448087","pdf_url":null,"source":{"id":"https://openalex.org/S145277627","display_name":"Managing Leisure","issn_l":"1360-6719","issn":["1360-6719","1466-450X"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["cwts-core","jufo-1"],"host_organization":"https://openalex.org/P4310321043","host_organization_name":"Chapman and Hall London","host_organization_lineage":["https://openalex.org/P4310321043","https://openalex.org/P4310320584"],"host_organization_lineage_names":["Chapman and Hall London","CRC Press"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Managing Leisure","raw_type":"journal-article"}],"best_oa_location":null,"sustainable_development_goals":[],"study_designs":[{"display_name":"Observational Study","id":"https://openalex.org/study-designs/observational-study"}],"awards":[],"funders":[],"has_content":{"pdf":false,"grobid_xml":false},"content_urls":null,"referenced_works_count":52,"referenced_works":["https://openalex.org/W192398868","https://openalex.org/W192567854","https://openalex.org/W263780676","https://openalex.org/W1515365467","https://openalex.org/W1554934059","https://openalex.org/W1565259616","https://openalex.org/W1586557460","https://openalex.org/W1599576927","https://openalex.org/W1963897579","https://openalex.org/W1966518808","https://openalex.org/W1967084001","https://openalex.org/W1978831529","https://openalex.org/W1992320280","https://openalex.org/W1995727587","https://openalex.org/W1998751590","https://openalex.org/W2001100425","https://openalex.org/W2003731235","https://openalex.org/W2007373346","https://openalex.org/W2007723891","https://openalex.org/W2010733317","https://openalex.org/W2011133960","https://openalex.org/W2015170651","https://openalex.org/W2022425822","https://openalex.org/W2032309595","https://openalex.org/W2035303902","https://openalex.org/W2037254686","https://openalex.org/W2046494651","https://openalex.org/W2051421295","https://openalex.org/W2055676512","https://openalex.org/W2057623884","https://openalex.org/W2057647128","https://openalex.org/W2062928920","https://openalex.org/W2063067784","https://openalex.org/W2065121512","https://openalex.org/W2073600594","https://openalex.org/W2074900472","https://openalex.org/W2078933282","https://openalex.org/W2084281328","https://openalex.org/W2092072157","https://openalex.org/W2092695121","https://openalex.org/W2099237005","https://openalex.org/W2104610137","https://openalex.org/W2145232781","https://openalex.org/W2151002524","https://openalex.org/W2163944694","https://openalex.org/W2165036318","https://openalex.org/W2316517642","https://openalex.org/W2785516689","https://openalex.org/W2785663103","https://openalex.org/W3213284826","https://openalex.org/W4249733270","https://openalex.org/W4256346100"],"related_works":["https://openalex.org/W2037192123","https://openalex.org/W2343267477","https://openalex.org/W2767747888","https://openalex.org/W7095282596","https://openalex.org/W1571992019","https://openalex.org/W2885750238","https://openalex.org/W3158329785","https://openalex.org/W2322189933","https://openalex.org/W2442284027","https://openalex.org/W7037295718"],"abstract_inverted_index":{"The":[0],"purpose":[1],"of":[2,38,46,71,85],"this":[3],"study":[4,32,88],"was":[5,65],"to":[6,58,109,133],"explore":[7],"the":[8,13,30,36,54,59,69,86,134,139],"relationship":[9,64],"between":[10,68],"satisfaction":[11,74,137],"with":[12,91,144],"organizational":[14,72,135],"communication":[15,73,136],"and":[16,79,96,138],"external":[17,81],"customer":[18,82,140,160],"orientation":[19,141,161],"among":[20,162],"front-line":[21,44,77,120,145,163],"employees":[22,45,78,121,146],"in":[23,53,113,131,147],"a":[24,39,47,62,102,123],"commercial":[25,103,124],"recreation":[26,104,115,125],"setting.":[27],"Data":[28],"for":[29],"current":[31,87],"were":[33],"collected":[34],"through":[35],"use":[37],"survey":[40],"instrument":[41],"completed":[42],"by":[43,76,93],"large":[48],"regional":[49],"family":[50],"entertainment":[51],"center":[52],"Midwest":[55],"USA.":[56],"Contrary":[57],"anecdotal":[60],"evidence,":[61],"significant":[63],"not":[66],"found":[67],"level":[70],"reported":[75],"their":[80],"orientation.":[83],"Results":[84,117],"are":[89,152],"consistent":[90],"research":[92],"Wagenheim":[94],"(2006)":[95],"Homburg":[97],"et":[98],"al.":[99],"(2009)":[100],"within":[101,122],"setting,":[105],"but":[106],"run":[107],"contrary":[108],"previous":[110],"studies":[111],"conducted":[112],"non-commercial":[114],"environments.":[116],"suggest":[118],"that":[119,154],"setting":[126],"may":[127,155],"be":[128],"fundamentally":[129],"different":[130],"regard":[132],"as":[142],"compared":[143],"other":[148],"service":[149],"settings.":[150],"Suggestions":[151],"given":[153],"help":[156],"managers":[157],"better":[158],"facilitate":[159],"employees.":[164]},"counts_by_year":[{"year":2024,"cited_by_count":1},{"year":2023,"cited_by_count":1},{"year":2021,"cited_by_count":1},{"year":2020,"cited_by_count":2},{"year":2018,"cited_by_count":2},{"year":2017,"cited_by_count":1},{"year":2016,"cited_by_count":1},{"year":2014,"cited_by_count":4},{"year":2013,"cited_by_count":3},{"year":2012,"cited_by_count":3}],"updated_date":"2026-10-14T16:39:01.820549","created_date":"2016-06-24T00:00:00"}