Please use this identifier to cite or link to this item: http://hdl.handle.net/10397/76923
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dc.contributor.authorLam, Wen_US
dc.contributor.authorHuo, YYen_US
dc.contributor.authorChen, ZGen_US
dc.date.accessioned2018-06-21T03:34:28Z-
dc.date.available2018-06-21T03:34:28Z-
dc.date.issued2018-
dc.identifier.citationHuman resource management, 2018, v. 57, no. 2, p. 483-497en_US
dc.identifier.issn0090-4848en_US
dc.identifier.urihttp://hdl.handle.net/10397/76923-
dc.description.abstractThis 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.en_US
dc.description.sponsorshipDepartment of Management and Marketingen_US
dc.language.isoenen_US
dc.publisherJohn Wiley & Sonsen_US
dc.relation.ispartofHuman resource managementen_US
dc.subjectCustomer satisfactionen_US
dc.subjectEmotional laboren_US
dc.subjectPerson-job fiten_US
dc.subjectPerson-organization fiten_US
dc.subjectService interaction qualityen_US
dc.titleWho is fit to serve? Person-job/organization fit, emotional labor, and customer service performanceen_US
dc.typeJournal/Magazine Articleen_US
dc.identifier.spage483en_US
dc.identifier.epage497en_US
dc.identifier.volume57en_US
dc.identifier.issue2en_US
dc.identifier.doi10.1002/hrm.21871en_US
dc.identifier.isiWOS:000428411700005-
dc.identifier.scopus2-s2.0-85044396277-
dc.description.validate20180621 bcmaen_US
dc.description.oaNot applicableen_US
Appears in Collections:Journal/Magazine Article
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