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.

中文翻译：

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客户服务导向和内部服务质量之间的（不）契合何时会对一线员工的会员自豪感及其行为产生影响？

文献很少关注客户服务导向（CSO）和内部服务质量（ISQ）之间的（错）合效应。与过去的研究不同，我们采用非相称和互补的配合方法，采用独特的 CSO 作为个人层面的需求维度，并采用 ISQ 作为组织提供的满意度维度。我们测试了 CSO-ISQ（错误）拟合模型，并将会员自豪感和内部道德培训计划纳入其中，作为一线员工离职意向和情感承诺的补充激活剂。基于多项式、中介和调节分析，我们发现享受服务导向-ISQ（错误）拟合对会员自豪感的影响对离职意向和情感承诺表现出完全和部分中介效应，并且培训计划具有显着的联合效应。我们讨论我们的研究结果的理论贡献。研究结果表明，增强会员自豪感可以缓冲一线员工的需求与 ISQ 满意度之间的不匹配，从而降低离职意愿并增强情感承诺。此外，这项研究表明，内部道德培训计划可以增强会员自豪感对离职意向和情感承诺的积极影响。