Who is fit to serve? person–job/organization fit, emotional labor, and customer service performance

Journal article


Lam, W., Huo, Y. and CHEN, Ziguang 2018. Who is fit to serve? person–job/organization fit, emotional labor, and customer service performance. Human Resource Management. 57 (2), pp. 483-497. https://doi.org/10.1002/hrm.21871
AuthorsLam, W., Huo, Y. and CHEN, Ziguang
Abstract

This study investigates person–job (P–J) fit and person–organization (P–O) fit perceptions and relates these perceptions to employees' emotional labor and customer service performance. Data from a two-point, time-lagged study of 263 employees and 690 customers reveal that both P–J and P–O fit relate positively to deep acting and negatively to surface acting, in accordance
with an emotional labor perspective. In addition, P–J and P–O fit are jointly associated with emotional labor, such that the positive link between P–J fit and deep acting is stronger, and the negative link between P–J fit and surface acting is weaker when P–O fit is high. Emotional labor partially mediates the interactive effects of P–J and P–O fit on service interaction quality and customer satisfaction; service interaction quality relates positively to customer satisfaction. These findings have multiple theoretical and practical implications.

Keywordscustomer satisfaction; emotional labor; person–job fit; person–organization fit; service interaction quality
Year2018
JournalHuman Resource Management
Journal citation57 (2), pp. 483-497
PublisherWiley
ISSN0090-4848
1099-050X
Digital Object Identifier (DOI)https://doi.org/10.1002/hrm.21871
Web address (URL)https://onlinelibrary.wiley.com/doi/abs/10.1002/hrm.21871
http://epubs.surrey.ac.uk/id/eprint/813421
hdl:10545/625143
Publication dates07 Nov 2018
Publication process dates
Deposited01 Sep 2020, 11:37
Accepted20 Jan 2017
ContributorsHong Kong Polytechnic University, Kowloon, Hong Kong and University of Surrey
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