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Being on the same page: Longitudinal relationships between employee-unit (in)congruence in customer orientation, person-organization fit, and customer-oriented behaviors
Keywords: Objective congruence, customer orientation, customer-focused service behavior, person-organization fit
Abstract: This study examines the longitudinal effects of employee-unit objective congruence in customer orientation (CO) on the intra-individual change of subjective person-organization fit (P-O). and the mediating influence of P-O fit in the relationship between CO (in)congruence and the change in employees’ customer-oriented behavior. We performed polynomial regression and random coefficient modeling using longitudinal data from 1065 frontline employees in 225 pooled stores Results overall provide support for our hypotheses. Whereas agreement on high CO leads sharper increase of P-O fit than agreement on low CO, we found that CO incongruence was deleterious only when unit CO exceeds employee CO.