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

Kwok Yee Wing Lam, Yuanyuan Huo, Ziguang Chen

Research output: Journal article publicationJournal articleAcademic researchpeer-review

19 Citations (Scopus)

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.
Original languageEnglish
Pages (from-to)483-497
Number of pages15
JournalHuman Resource Management
Volume57
Issue number2
DOIs
Publication statusPublished - 1 Mar 2018

Keywords

  • customer satisfaction
  • emotional labor
  • person–job fit
  • person–organization fit
  • service interaction quality

ASJC Scopus subject areas

  • Applied Psychology
  • Strategy and Management
  • Organizational Behavior and Human Resource Management
  • Management of Technology and Innovation

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