Abstract
AbstractThe present study examined employees' service quality as a function of person–organization fit in terms of value congruence. A multilevel analysis was conducted on data collected on 518 Chinese employees in five service organizations. The results supported that employees' perception of service climate interacted with personal value for service. When there was congruence between personal value and perceived service climate, even when both characteristics were low, service quality was still higher than when the service climate was incongruous with the employees' own personal value. The results could be found only at the individual level and did not extend to the group level, where employees' perception of service climate was aggregated.
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