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Who Is Fit to Serve? Person–Job/Organization Fit, Emotional Labor, and Customer Service Performance

Lam, W, Huo, Yuanyuan and Chen, Z (2017) Who Is Fit to Serve? Person–Job/Organization Fit, Emotional Labor, and Customer Service Performance Human Resource Management.

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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.

Item Type: Article
Subjects : Surrey Business School
Divisions : Faculty of Arts and Social Sciences > Surrey Business School
Authors :
NameEmailORCID
Lam, WUNSPECIFIEDUNSPECIFIED
Huo, Yuanyuany.huo@surrey.ac.ukUNSPECIFIED
Chen, ZUNSPECIFIEDUNSPECIFIED
Date : 7 November 2017
Identification Number : 10.1002/hrm.21871
Copyright Disclaimer : This is the peer reviewed version of the following article: Lam W, Huo Y, Chen Z. Who is fit to serve? Person–job/organization fit, emotional labor, and customer service performance. Hum Resour Manage. 2017;1–15. https://doi.org/10.1002/hrm.21871, which has been published in final form at http://onlinelibrary.wiley.com/doi/10.1002/hrm.21871/full. This article may be used for non-commercial purposes in accordance with Wiley Terms and Conditions for Self-Archiving.
Uncontrolled Keywords : customer satisfaction, emotional labor, person–job fit, person–organization fit, service interaction quality
Related URLs :
Depositing User : Symplectic Elements
Date Deposited : 01 Feb 2017 09:34
Last Modified : 08 Dec 2017 14:21
URI: http://epubs.surrey.ac.uk/id/eprint/813421

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