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dc.contributor.authorLam, W.
dc.contributor.authorHuo, Y.
dc.contributor.authorCHEN, Ziguang
dc.date.accessioned2020-09-01T11:37:08Z
dc.date.available2020-09-01T11:37:08Z
dc.date.issued2018-11-07
dc.identifier.citationLam, W., Huo, Y. and Chen, Z., (2018). 'Who is fit to serve? Person–job/organization fit, emotional labor, and customer service performance'. Human Resource Management, 57(2), pp. 483-497.en_US
dc.identifier.issn0090-4848
dc.identifier.doi10.1002/hrm.21871
dc.identifier.urihttp://hdl.handle.net/10545/625143
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.sponsorshipThis research was partially supported by grants from the Research Grant Council of the Hong Kong Special Administrative Region, China (GRF no. 544512 and 11504115), PolyU MM Central Research Grant (no. G-UA7B), and CityU Research Grant (no. 9231143).en_US
dc.language.isoen_USen_US
dc.publisherWileyen_US
dc.relation.urlhttps://onlinelibrary.wiley.com/doi/abs/10.1002/hrm.21871en_US
dc.relation.urlhttp://epubs.surrey.ac.uk/id/eprint/813421en_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.typeArticleen_US
dc.identifier.eissn1099-050X
dc.contributor.departmentHong Kong Polytechnic University, Kowloon, Hong Kongen_US
dc.contributor.departmentUniversity of Surreyen_US
dc.identifier.journalHuman Resource Managementen_US
dcterms.dateAccepted2017
dc.author.detail300773en_US


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