The Interactive Effect of Person–Job Fit and Person–Organization Fit on Customer Service Performance

Yuanyuan HUO; Ziguang Chen

doi:10.5465/ambpp.2015.12110abstract

The Interactive Effect of Person–Job Fit and Person–Organization Fit on Customer Service Performance

Yuanyuan HUO, Ziguang Chen

Research output: Chapter in book/report/conference proceeding › Conference proceeding › peer-review

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. With data from a three-point time-lagged study of 263 employees and 690 customers, we found that both P–J and P–O fits relate positively to deep acting and negatively to surface acting, in accordance with self-determination theory; P–J fit 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 fit and P–O fit on service interaction quality and customer satisfaction; and service interaction quality relates positively to customer satisfaction. These findings have multiple theoretical and practical implications.

Original language	English
Title of host publication	Academy of Management Proceedings 2015
Editors	Sonia Taneja
Publisher	Academy of Management
DOIs	https://doi.org/10.5465/ambpp.2015.12110abstract
Publication status	Published - 1 Jan 2015
Event	75th Annual Meeting of the Academy of Management, AOM 2015: Opening Governance - Vancouver, Canada Duration: 7 Aug 2015 → 11 Aug 2015 https://aom.org/events/annual-meeting/past-annual-meetings/2015-opening-governance (Conference website) https://journals.aom.org/toc/amproc/2015/1 (Conference proceedings)

Publication series

Name	Academy of Management Proceedings
Number	1
Volume	2015
ISSN (Print)	0065-0668
ISSN (Electronic)	2151-6561

Conference

Conference	75th Annual Meeting of the Academy of Management, AOM 2015
Country/Territory	Canada
City	Vancouver
Period	7/08/15 → 11/08/15
Internet address	https://aom.org/events/annual-meeting/past-annual-meetings/2015-opening-governance (Conference website) https://journals.aom.org/toc/amproc/2015/1 (Conference proceedings)

User-Defined Keywords

emotional labor
personjob fit
personorganization fit

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10.5465/ambpp.2015.12110abstract

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title = "The Interactive Effect of Person–Job Fit and Person–Organization Fit on Customer Service Performance",

abstract = "This study investigates person–job (P–J) fit and person–organization (P–O) fit perceptions and relates these perceptions to employees{\textquoteright} emotional labor and customer service performance. With data from a three-point time-lagged study of 263 employees and 690 customers, we found that both P–J and P–O fits relate positively to deep acting and negatively to surface acting, in accordance with self-determination theory; P–J fit 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 fit and P–O fit on service interaction quality and customer satisfaction; and service interaction quality relates positively to customer satisfaction. These findings have multiple theoretical and practical implications.",

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booktitle = "Academy of Management Proceedings 2015",

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note = "75th Annual Meeting of the Academy of Management, AOM 2015 : Opening Governance ; Conference date: 07-08-2015 Through 11-08-2015",

url = "https://aom.org/events/annual-meeting/past-annual-meetings/2015-opening-governance, https://journals.aom.org/toc/amproc/2015/1",

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HUO, Y & Chen, Z 2015, The Interactive Effect of Person–Job Fit and Person–Organization Fit on Customer Service Performance. in S Taneja (ed.), Academy of Management Proceedings 2015. Academy of Management Proceedings, no. 1, vol. 2015, Academy of Management, 75th Annual Meeting of the Academy of Management, AOM 2015, Vancouver, Canada, 7/08/15. https://doi.org/10.5465/ambpp.2015.12110abstract

The Interactive Effect of Person–Job Fit and Person–Organization Fit on Customer Service Performance. / HUO, Yuanyuan; Chen, Ziguang.
Academy of Management Proceedings 2015. ed. / Sonia Taneja. Academy of Management, 2015. (Academy of Management Proceedings; Vol. 2015, No. 1).

Research output: Chapter in book/report/conference proceeding › Conference proceeding › peer-review

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The Interactive Effect of Person–Job Fit and Person–Organization Fit on Customer Service Performance

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