Please use this identifier to cite or link to this item: http://hdl.handle.net/10397/76923
Title: Who is fit to serve? Person-job/organization fit, emotional labor, and customer service performance
Authors: Lam, W 
Huo, YY
Chen, ZG
Keywords: Customer satisfaction
Emotional labor
Person-job fit
Person-organization fit
Service interaction quality
Issue Date: 2018
Publisher: John Wiley & Sons
Source: Human resource management, 2018, v. 57, no. 2, p. 483-497 How to cite?
Journal: Human resource management 
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.
URI: http://hdl.handle.net/10397/76923
ISSN: 0090-4848
DOI: 10.1002/hrm.21871
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