Who is fit to serve? Person–job/organization fit, emotional labor, and 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' 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.

The Construction of Meaning for the Emotional Labor

“…This perspective considers that people who fit the job better need to do less emotional labor. For Lam, Huo, and Chen (2017), this type of congruence between person-work and person-organization is important for functions that require a direct relationship with clients, especially because employee perceptions fit their jobs and organizational values, commonly, it serves as the definers of their selling behavior. Therefore, it has been considered important to analyze and select the employees who have greater congruence between the work and the organization, so that deep action can occur with little effort (Dahiya, 2017;Wang, Wang, & Hou 2016).…”

“…experience (Bhave & Glomb, 2016;Gabriel, Acosta, & Grandey, 2015;Hur, Han, Yoo, & Moon, 2015;Lam, Huo, & Chen, 2017), showing that the choices of emotional labor strategies are directly related to the construction of the service experience. The deep action has been considered one of the most appropriate strategies for the management of emotion because it contributes to the salespeople, so they can receive positive responses from the consumer and increase their level of satisfaction (Delpechitre & Beeler, 2017;Hur, Han, Yoo, & Moon, 2015;Zhan, Wang, & Shi, 2016).…”

“…In relation to the management of emotions, it sought to identify the emotional rules of the organization and to highlight the use of deep action, superficial action and genuine expressions (Grandey, 2000;Hochschild, 1983). Secondly, after the data collected, the second category of reading and analysis orientation is included: the "emotional congruence between person-work and personorganization"' Lam, Huo, & Chen, 2017) The hermeneutics proposed by Geertz (2001), which privileges culture as an object of study, was adopted through the interpretation of the meanings of social practices that are presented by several individuals in a given reality and context. The interpretation followed a procedure organized in three stages.…”

“…There is a concern of the organization during the process of hiring salespeople in identifying the emotional alignment between the person- organization and the person-work Lam, Huo, & Chen, 2017). This process occurs at the moment of the interview with the manager of the store, which seeks to identify in the person-work perspective the "personality of the individual", that is, personal characteristics that can add to the brand.…”

Dışsal Prestijin, İş Becerikliliğinin ve Kişi-Örgüt Uyumunun İş-Aile Çatışması İle İlişkisi1 (The Relationship Betweeen External Prestige, Job Crafting Person-Organization Fit and Work-Family Conflict)

“…Buna göre, kişi-örgüt uyumu yüksek olan bir çalışanın işi ile uyumu düşük bile olsa örgütünde kalmak adına elinden gelenin en iyisini yapmak isteyeceği öne sürülmektedir. Ancak; tam tersi bir durum gerçekleştiğinde yani kişi-iş uyumu yüksek, ancak kişi-örgüt uyumu düşük olduğu zaman çalışanın, aynı iş gereklerine ve özelliklerine sahip farklı bir örgüt arayışına geçmesi öngörülmektedir (Lam, Huo ve Chen, 2018). Diğer taraftan Edwards vd.…”