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Who is fit to serve? Person–job/organization fit, emotional labor, and customer service performance
Author(s) -
Lam Wing,
Huo Yuanyuan,
Chen Ziguang
Publication year - 2017
Publication title -
human resource management
Language(s) - English
Resource type - Journals
SCImago Journal Rank - 1.888
H-Index - 94
eISSN - 1099-050X
pISSN - 0090-4848
DOI - 10.1002/hrm.21871
Subject(s) - emotional labor , psychology , service quality , perception , perspective (graphical) , social psychology , job satisfaction , service (business) , customer satisfaction , customer service , quality (philosophy) , marketing , business , computer science , neuroscience , philosophy , epistemology , artificial intelligence
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.