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This study assessed the longitudinal relationship between perceived fit (i.e., person–organization fit, person–job fit) and affect‐based variables (i.e., job satisfaction, negative affect, positive affect) using momentary (i.e., within‐person level) and stable (i.e., between‐person level) assessments of both sets of variables. In doing so, we tested 3 theoretical models of the perceived fit and work affect relationship (i.e., fit preceding affect; affect preceding fit; reciprocal fit–affect relations) to determine (a) the antecedents and consequences of fit perceptions, (b) whether fit perceptions exhibit meaningful within‐person variability, and (c) if direct fit perceptions are simply the result of affect/job satisfaction at work or can influence such work experiences. In addition, we examined whether the relationships between affect/job satisfaction and fit perceptions were homologous (i.e., similar) across the 2 levels of analysis (i.e., within‐person and between‐person). Results indicated that fit primarily preceded affect and job satisfaction at both levels of analysis, though some specific relationships exhibited reciprocal causality and others supported affect as an antecedent of fit perceptions. Our findings paint a complex picture of the causal relationship between perceived fit and work affect.

Although many scholars and practitioners articulate the importance of managing employee emotions in service-based organizations, research related to the intricacies surrounding human resource (HR) practices targeted at employee emotional performance has failed to keep up. This is surprising, given the strong links established between employee emotional performance (i.e., expressive behaviors congruent with emotional expectations) and customer service outcomes such as customer satisfaction, intentions to return, and recommendation intentions. In light of this gap, in the current review we adopt a systems perspective of HR and develop an integrated model highlighting how HR practices related to three broad HR domains-skill-, motivation-, and opportunity-enhancing-should elevate emotional performance by increasing the motivation and ability of service employees to engage in intrapersonal and/or interpersonal emotion regulation. Departing from a "more is better" approach, we theorize how different combinations of the three HR domains may yield beneficial outcomes depending upon (1) the extent to which rewards are tied to emotional labor and (2) the nature of typical employee-customer exchanges. In doing so, we articulate which HR practices are likely mandatory, and which can be viewed as substitutable. Implications for measurement and applications to customer service are discussed.

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