Relations of fit and organizational identification to employee-customer identification

被引:17
作者
Anaza, Nwamaka A. [1 ]
机构
[1] Francis Marion Univ, Dept Mkt, Florence, SC 29506 USA
关键词
Person-organization fit; Organizational identification; Employee-customer identification; Person-job fit; SOCIAL IDENTITY; PERSON-ORGANIZATION; SERVICE; JOB; WORK; PERCEPTIONS; ORIENTATION; FRAMEWORK; STRATEGY;
D O I
10.1108/JMP-12-2012-0389
中图分类号
B849 [应用心理学];
学科分类号
040203 ;
摘要
Purpose - The purpose of this paper is to examine a model of employee-customer identification (ECID) using two samples: nurses and cooperative extension frontline employees. The model posits that person-organization fit, person-job fit, and organizational identification are positively related to ECID. Design/methodology/approach - A recursive path-based structural model was employed to test seven hypotheses regarding the relationships between the two fit constructs, organizational identification, and ECID. Findings - In both samples, person-organization fit and person-job fit were positively related to organizational identification, and organizational identification was positively related to ECID. In the cooperative extension sample, person-job fit was positively related to ECID. Person-job fit was also indirectly related to ECID through organizational identification in both samples. Research limitations/implications - The results imply an important relationship between person-job fit and ECID that could be useful for improving service encounters between employees and customers. In addition, an emphasis on organizational identification may also contribute to improved employee-customer relationships. Originality/value - This study represents one of the first attempts to demonstrate a link between person-job and person-organization fit on ECID. The results of this study provide support for organizational identification and person-job fit as important factors in employee-customer relationships.
引用
收藏
页码:925 / 939
页数:15
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