Contact with citizens and job satisfaction: expanding person-environment models of public service motivation

Abstract

ABSTRACT Relational job design theory suggests that interactions with citizens is an important motivational factor for public service employees. Through the mechanisms of fit, such interactions might enhance job satisfaction derived from employees’ public service motivation. The results of a local government study (N = 917) confirm that consistent with previous research the relationship between public service motivation and job satisfaction are mediated through person-organization fit. Yet, that indirect effect is also moderated by the regularity of contact with citizens. When contact with citizens is high, the indirect effect is stronger and when contact with citizens is low, the indirect effect is weaker.