{"id":"https://openalex.org/W4282842115","doi":"https://doi.org/10.1177/09722629221101157","title":"The Contribution of Communication to Employee Satisfaction in Service Firms: A Causal Configurational Analysis","display_name":"The Contribution of Communication to Employee Satisfaction in Service Firms: A Causal Configurational Analysis","publication_year":2022,"publication_date":"2022-06-13","ids":{"openalex":"https://openalex.org/W4282842115","doi":"https://doi.org/10.1177/09722629221101157"},"language":"en","primary_location":{"id":"doi:10.1177/09722629221101157","doi":"https://doi.org/10.1177/09722629221101157","is_oa":true,"landing_page_url":"https://doi.org/10.1177/09722629221101157","pdf_url":null,"source":{"id":"https://openalex.org/S2765024836","display_name":"Vision The Journal of Business Perspective","issn_l":"0972-2629","issn":["0972-2629","2249-5304"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["abdc-c","cwts-core","jufo-1","poland-40","russia-white-list-2"],"host_organization":"https://openalex.org/P4310320017","host_organization_name":"SAGE Publishing","host_organization_lineage":["https://openalex.org/P4310320017"],"host_organization_lineage_names":["SAGE Publishing"],"type":"journal"},"license":"cc-by-nc","license_id":"https://openalex.org/licenses/cc-by-nc","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Vision: The Journal of Business Perspective","raw_type":"journal-article"},"volume":null,"type":"article","indexed_in":["crossref"],"open_access":{"is_oa":true,"oa_status":"hybrid","oa_url":"https://doi.org/10.1177/09722629221101157","any_repository_has_fulltext":true},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5047073313","display_name":"Carla Curado","orcid":"https://orcid.org/0000-0002-2608-8982","observed_orcids":["https://orcid.org/0000-0002-2608-8982"]},"institutions":[{"id":"https://openalex.org/I141596103","display_name":"University of Lisbon","ror":"https://ror.org/01c27hj86","country_code":"PT","type":"education","lineage":["https://openalex.org/I141596103"]},{"id":"https://openalex.org/I4403386696","display_name":"ISEG - Instituto Superior de Economia e Gest\u00e3o","ror":"https://ror.org/03k2k6011","country_code":"PT","type":"education","lineage":["https://openalex.org/I141596103","https://openalex.org/I4403386696"]}],"countries":["PT"],"is_corresponding":false,"raw_author_name":"Carla Curado","raw_affiliation_strings":["ADVANCE/CSG, ISEG Lisbon School of Economics and Management, Universidade de Lisboa, Rua do Quelhas, Portugal"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"ADVANCE/CSG, ISEG Lisbon School of Economics and Management, Universidade de Lisboa, Rua do Quelhas, Portugal","institution_ids":["https://openalex.org/I141596103","https://openalex.org/I4403386696"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5024549026","display_name":"Paulo Lopes Henriques","orcid":"https://orcid.org/0000-0001-7869-7619","observed_orcids":["https://orcid.org/0000-0001-7869-7619"]},"institutions":[{"id":"https://openalex.org/I141596103","display_name":"University of Lisbon","ror":"https://ror.org/01c27hj86","country_code":"PT","type":"education","lineage":["https://openalex.org/I141596103"]},{"id":"https://openalex.org/I4403386696","display_name":"ISEG - Instituto Superior de Economia e Gest\u00e3o","ror":"https://ror.org/03k2k6011","country_code":"PT","type":"education","lineage":["https://openalex.org/I141596103","https://openalex.org/I4403386696"]}],"countries":["PT"],"is_corresponding":true,"raw_author_name":"Paulo Lopes Henriques","raw_affiliation_strings":["ADVANCE/CSG, ISEG Lisbon School of Economics and Management, Universidade de Lisboa, Rua do Quelhas, Portugal"],"raw_orcid":"https://orcid.org/0000-0001-7869-7619","affiliations":[{"raw_affiliation_string":"ADVANCE/CSG, ISEG Lisbon School of Economics and Management, Universidade de Lisboa, Rua do Quelhas, Portugal","institution_ids":["https://openalex.org/I141596103","https://openalex.org/I4403386696"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5085689111","display_name":"Helena Mateus Jer\u00f3nimo","orcid":"https://orcid.org/0000-0002-5695-7018","observed_orcids":["https://orcid.org/0000-0002-5695-7018"]},"institutions":[{"id":"https://openalex.org/I141596103","display_name":"University of Lisbon","ror":"https://ror.org/01c27hj86","country_code":"PT","type":"education","lineage":["https://openalex.org/I141596103"]},{"id":"https://openalex.org/I4403386696","display_name":"ISEG - Instituto Superior de Economia e Gest\u00e3o","ror":"https://ror.org/03k2k6011","country_code":"PT","type":"education","lineage":["https://openalex.org/I141596103","https://openalex.org/I4403386696"]}],"countries":["PT"],"is_corresponding":false,"raw_author_name":"Helena Mateus Jer\u00f3nimo","raw_affiliation_strings":["ADVANCE/CSG, ISEG Lisbon School of Economics and Management, Universidade de Lisboa, Rua do Quelhas, Portugal"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"ADVANCE/CSG, ISEG Lisbon School of Economics and Management, Universidade de Lisboa, Rua do Quelhas, Portugal","institution_ids":["https://openalex.org/I141596103","https://openalex.org/I4403386696"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5108870089","display_name":"J\u00e9ssica Azevedo","orcid":null,"observed_orcids":[]},"institutions":[{"id":"https://openalex.org/I141596103","display_name":"University of Lisbon","ror":"https://ror.org/01c27hj86","country_code":"PT","type":"education","lineage":["https://openalex.org/I141596103"]},{"id":"https://openalex.org/I4403386696","display_name":"ISEG - Instituto Superior de Economia e Gest\u00e3o","ror":"https://ror.org/03k2k6011","country_code":"PT","type":"education","lineage":["https://openalex.org/I141596103","https://openalex.org/I4403386696"]}],"countries":["PT"],"is_corresponding":false,"raw_author_name":"J\u00e9ssica Azevedo","raw_affiliation_strings":["ISEG\u2014Lisbon School of Economics and Management, Universidade de Lisboa, Rua do Quelhas, Portugal"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"ISEG\u2014Lisbon School of Economics and Management, Universidade de Lisboa, Rua do Quelhas, Portugal","institution_ids":["https://openalex.org/I141596103","https://openalex.org/I4403386696"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":2,"corresponding_author_ids":["https://openalex.org/A5024549026"],"corresponding_institution_ids":["https://openalex.org/I141596103","https://openalex.org/I4403386696"],"apc_list":{"value":3650,"currency":"USD","value_usd":3650},"apc_paid":{"value":3650,"currency":"USD","value_usd":3650},"fwci":6.3801,"has_fulltext":false,"cited_by_count":33,"citation_normalized_percentile":{"value":0.9642809,"is_in_top_1_percent":false,"is_in_top_10_percent":true},"cited_by_percentile_year":{"min":98,"max":99},"biblio":{"volume":"30","issue":"4","first_page":"449","last_page":"462"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10006","display_name":"Job Satisfaction and Organizational Behavior","score":0.98580002784729,"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/T10006","display_name":"Job Satisfaction and Organizational Behavior","score":0.98580002784729,"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/T14309","display_name":"Employee Performance and Management","score":0.011900000274181366,"subfield":{"id":"https://openalex.org/subfields/3307","display_name":"Human Factors and Ergonomics"},"field":{"id":"https://openalex.org/fields/33","display_name":"Social Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.00039999998989515007,"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/job-satisfaction","display_name":"job satisfaction","score":0.9869999885559082},{"id":"https://openalex.org/keywords/organizational-communication","display_name":"organizational communication","score":0.8600000143051147},{"id":"https://openalex.org/keywords/leadership-communication","display_name":"leadership communication","score":0.7490000128746033},{"id":"https://openalex.org/keywords/peer-communication","display_name":"peer-to-peer communication","score":0.9919999837875366},{"id":"https://openalex.org/keywords/social-exchange-theory","display_name":"social exchange theory","score":0.902999997138977},{"id":"https://openalex.org/keywords/service-companies","display_name":"service companies","score":0.8840000033378601},{"id":"https://openalex.org/keywords/configurational-analysis","display_name":"configurational analysis","score":0.75}],"concepts":[{"id":"https://openalex.org/C172256602","wikidata":"https://www.wikidata.org/wiki/Q780716","display_name":"Social exchange theory","level":2,"score":0.8418116569519043},{"id":"https://openalex.org/C169903001","wikidata":"https://www.wikidata.org/wiki/Q3264987","display_name":"Reciprocity (cultural anthropology)","level":2,"score":0.6827818155288696},{"id":"https://openalex.org/C2718322","wikidata":"https://www.wikidata.org/wiki/Q629463","display_name":"Job satisfaction","level":2,"score":0.5305963754653931},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.4990372657775879},{"id":"https://openalex.org/C198531522","wikidata":"https://www.wikidata.org/wiki/Q485146","display_name":"Sample (material)","level":2,"score":0.4942169487476349},{"id":"https://openalex.org/C191511416","wikidata":"https://www.wikidata.org/wiki/Q999278","display_name":"Customer satisfaction","level":2,"score":0.47545239329338074},{"id":"https://openalex.org/C15744967","wikidata":"https://www.wikidata.org/wiki/Q9418","display_name":"Psychology","level":0,"score":0.4621456563472748},{"id":"https://openalex.org/C43246008","wikidata":"https://www.wikidata.org/wiki/Q55638","display_name":"Tertiary sector of the economy","level":2,"score":0.4547315537929535},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.432706356048584},{"id":"https://openalex.org/C177264268","wikidata":"https://www.wikidata.org/wiki/Q1514741","display_name":"Set (abstract data type)","level":2,"score":0.4300583004951477},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.4268588423728943},{"id":"https://openalex.org/C77805123","wikidata":"https://www.wikidata.org/wiki/Q161272","display_name":"Social psychology","level":1,"score":0.365217000246048},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.11927151679992676},{"id":"https://openalex.org/C199360897","wikidata":"https://www.wikidata.org/wiki/Q9143","display_name":"Programming language","level":1,"score":0.0},{"id":"https://openalex.org/C43617362","wikidata":"https://www.wikidata.org/wiki/Q170050","display_name":"Chromatography","level":1,"score":0.0},{"id":"https://openalex.org/C185592680","wikidata":"https://www.wikidata.org/wiki/Q2329","display_name":"Chemistry","level":0,"score":0.0}],"mesh":[],"locations_count":2,"locations":[{"id":"doi:10.1177/09722629221101157","doi":"https://doi.org/10.1177/09722629221101157","is_oa":true,"landing_page_url":"https://doi.org/10.1177/09722629221101157","pdf_url":null,"source":{"id":"https://openalex.org/S2765024836","display_name":"Vision The Journal of Business Perspective","issn_l":"0972-2629","issn":["0972-2629","2249-5304"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["abdc-c","cwts-core","jufo-1","poland-40","russia-white-list-2"],"host_organization":"https://openalex.org/P4310320017","host_organization_name":"SAGE Publishing","host_organization_lineage":["https://openalex.org/P4310320017"],"host_organization_lineage_names":["SAGE Publishing"],"type":"journal"},"license":"cc-by-nc","license_id":"https://openalex.org/licenses/cc-by-nc","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Vision: The Journal of Business Perspective","raw_type":"journal-article"},{"id":"pmh:oai:repositorio.ulisboa.pt:10400.5/97723","doi":null,"is_oa":true,"landing_page_url":"http://hdl.handle.net/10400.5/97723","pdf_url":null,"source":{"id":"https://openalex.org/S4306402433","display_name":"Portuguese National Funding Agency for Science, Research and Technology (RCAAP Project by FCT)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"repository"},"license":"other-oa","license_id":"https://openalex.org/licenses/other-oa","version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":null,"raw_type":"journal article"}],"best_oa_location":{"id":"doi:10.1177/09722629221101157","doi":"https://doi.org/10.1177/09722629221101157","is_oa":true,"landing_page_url":"https://doi.org/10.1177/09722629221101157","pdf_url":null,"source":{"id":"https://openalex.org/S2765024836","display_name":"Vision The Journal of Business Perspective","issn_l":"0972-2629","issn":["0972-2629","2249-5304"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["abdc-c","cwts-core","jufo-1","poland-40","russia-white-list-2"],"host_organization":"https://openalex.org/P4310320017","host_organization_name":"SAGE Publishing","host_organization_lineage":["https://openalex.org/P4310320017"],"host_organization_lineage_names":["SAGE Publishing"],"type":"journal"},"license":"cc-by-nc","license_id":"https://openalex.org/licenses/cc-by-nc","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Vision: The Journal of Business Perspective","raw_type":"journal-article"},"sustainable_development_goals":[{"score":0.6452000141143799,"display_name":"Decent work and economic growth","id":"https://metadata.un.org/sdg/8"}],"study_designs":[{"display_name":"Observational Study","id":"https://openalex.org/study-designs/observational-study"}],"awards":[],"funders":[],"has_content":{"grobid_xml":false,"pdf":false},"content_urls":null,"referenced_works_count":82,"referenced_works":["https://openalex.org/W62824994","https://openalex.org/W434326716","https://openalex.org/W640181804","https://openalex.org/W1204404493","https://openalex.org/W1516211397","https://openalex.org/W1530270890","https://openalex.org/W1574363380","https://openalex.org/W1577310391","https://openalex.org/W1693731968","https://openalex.org/W1694806198","https://openalex.org/W1781656297","https://openalex.org/W1841469205","https://openalex.org/W1845840990","https://openalex.org/W1863217669","https://openalex.org/W1881168925","https://openalex.org/W1977161534","https://openalex.org/W1987753009","https://openalex.org/W2000380427","https://openalex.org/W2003061610","https://openalex.org/W2004497293","https://openalex.org/W2020731765","https://openalex.org/W2029819738","https://openalex.org/W2030721227","https://openalex.org/W2031364528","https://openalex.org/W2032548398","https://openalex.org/W2045181804","https://openalex.org/W2048247964","https://openalex.org/W2087739305","https://openalex.org/W2091491658","https://openalex.org/W2094313382","https://openalex.org/W2106096361","https://openalex.org/W2122955616","https://openalex.org/W2126129668","https://openalex.org/W2134884007","https://openalex.org/W2136969986","https://openalex.org/W2141670066","https://openalex.org/W2146050051","https://openalex.org/W2156345660","https://openalex.org/W2161487829","https://openalex.org/W2164385948","https://openalex.org/W2196295427","https://openalex.org/W2324982494","https://openalex.org/W2334700346","https://openalex.org/W2345369097","https://openalex.org/W2415536121","https://openalex.org/W2432054217","https://openalex.org/W2475463729","https://openalex.org/W2494433556","https://openalex.org/W2510935474","https://openalex.org/W2513785182","https://openalex.org/W2529399080","https://openalex.org/W2534667893","https://openalex.org/W2555906201","https://openalex.org/W2575179825","https://openalex.org/W2576786802","https://openalex.org/W2634819895","https://openalex.org/W2732682163","https://openalex.org/W2747068989","https://openalex.org/W2768079521","https://openalex.org/W2771478499","https://openalex.org/W2779143921","https://openalex.org/W2782866958","https://openalex.org/W2803888054","https://openalex.org/W2805864887","https://openalex.org/W2811010956","https://openalex.org/W2891585056","https://openalex.org/W2896685523","https://openalex.org/W2897448637","https://openalex.org/W2903349458","https://openalex.org/W2907508521","https://openalex.org/W2921392484","https://openalex.org/W2929097146","https://openalex.org/W2941054673","https://openalex.org/W3027506207","https://openalex.org/W3094455929","https://openalex.org/W3124932231","https://openalex.org/W3134502203","https://openalex.org/W3208378559","https://openalex.org/W4200243509","https://openalex.org/W4200249809","https://openalex.org/W4246218578","https://openalex.org/W4252358332"],"related_works":["https://openalex.org/W2360137373","https://openalex.org/W4319994778","https://openalex.org/W4416996043","https://openalex.org/W4307184870","https://openalex.org/W2161421796","https://openalex.org/W7009289635","https://openalex.org/W1488651272","https://openalex.org/W2159852306","https://openalex.org/W4240219142","https://openalex.org/W3041097524"],"abstract_inverted_index":{"Following":[0],"social":[1,94],"exchange":[2,95],"theory,":[3],"which":[4,63,111],"claims":[5],"that":[6,42,54,86],"a":[7,17,33,82,98],"set":[8],"of":[9,19,40,49,68,71,84,106,120],"dimensions":[10],"lead":[11,43,87],"to":[12,36,44,60,88,101,109],"employee":[13],"satisfaction,":[14,62],"we":[15],"tested":[16],"sample":[18],"163":[20],"employees":[21,116],"from":[22],"companies":[23],"operating":[24],"in":[25,29],"the":[26,38,45,65,73,75,103],"services":[27],"sector":[28],"Portugal.":[30],"We":[31],"used":[32],"fsQCA":[34],"approach":[35],"identify":[37],"configurations":[39],"conditions":[41,112],"presence":[46],"and":[47,77,108],"absence":[48],"satisfaction.":[50,90,121],"The":[51],"results":[52],"show":[53],"there":[55,80],"are":[56,81],"several":[57],"paths":[58,85],"leading":[59],"high":[61],"require":[64],"simultaneous":[66],"existence":[67],"three":[69],"levels":[70,119],"communication:":[72],"organization,":[74],"leader":[76],"peers.":[78],"Equally,":[79],"number":[83],"low":[89],"Our":[91],"findings":[92],"enrich":[93],"theory":[96],"as":[97],"theoretical":[99],"background":[100],"understanding":[102],"complex":[104],"nature":[105],"satisfaction":[107],"illustrating":[110],"promote":[113],"reciprocity":[114],"among":[115],"through":[117],"higher":[118]},"counts_by_year":[{"year":2026,"cited_by_count":6},{"year":2025,"cited_by_count":10},{"year":2024,"cited_by_count":11},{"year":2023,"cited_by_count":6}],"updated_date":"2026-10-14T16:39:01.820549","created_date":"2022-06-15T00:00:00"}