TY - JOUR
T1 - When Does (Mis)Fit Between Customer Service Orientation and Internal Service Qualities Matter for Frontline Employees’ Pride in Membership and Their Behaviors?
AU - Yongho Hyun, Martin
AU - Gao, Lisa
AU - Lee, Seoki
AU - Kim, Hyeon Cheol
N1 - Publisher Copyright:
© The Author(s) 2024.
PY - 2024/11
Y1 - 2024/11
N2 - The literature has paid little attention to the (mis)fit effect between customer service orientation (CSO) and internal service qualities (ISQ). Unlike past studies, we use a non-commensurate and complementary fit approach by adopting a distinctive CSO as a need dimension at the individual level and ISQ as a satisfaction dimension provided by the organization. We test a CSO–ISQ (mis)fit model and include pride in membership and internal ethics training programs as supplementary activators for frontline employee turnover intentions and affective commitment. Based on the polynomial, mediation, and moderation analyses, we found that enjoyment service orientation–ISQ (mis)fit effects on pride in membership show complete and partial mediation effects on turnover intentions and affective commitment, with a significant joint effect of the training program. We discuss the theoretical contributions of our findings. Findings suggest that enhancing pride in membership can buffer the misfit between frontline employees’ needs and their satisfaction with ISQ, leading to a lower turnover intention and a stronger affective commitment. Furthermore, this study suggests that internal ethics training programs can enhance the positive effect of pride in membership on turnover intentions and affective commitment.
AB - The literature has paid little attention to the (mis)fit effect between customer service orientation (CSO) and internal service qualities (ISQ). Unlike past studies, we use a non-commensurate and complementary fit approach by adopting a distinctive CSO as a need dimension at the individual level and ISQ as a satisfaction dimension provided by the organization. We test a CSO–ISQ (mis)fit model and include pride in membership and internal ethics training programs as supplementary activators for frontline employee turnover intentions and affective commitment. Based on the polynomial, mediation, and moderation analyses, we found that enjoyment service orientation–ISQ (mis)fit effects on pride in membership show complete and partial mediation effects on turnover intentions and affective commitment, with a significant joint effect of the training program. We discuss the theoretical contributions of our findings. Findings suggest that enhancing pride in membership can buffer the misfit between frontline employees’ needs and their satisfaction with ISQ, leading to a lower turnover intention and a stronger affective commitment. Furthermore, this study suggests that internal ethics training programs can enhance the positive effect of pride in membership on turnover intentions and affective commitment.
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U2 - 10.1177/19389655231223359
DO - 10.1177/19389655231223359
M3 - Article
AN - SCOPUS:85182632355
SN - 1938-9655
VL - 65
SP - 442
EP - 460
JO - Cornell Hospitality Quarterly
JF - Cornell Hospitality Quarterly
IS - 4
ER -