Interactive effects of personal and organizational resources on frontline bank employees’ job outcomes: The mediating role of person-job fit

Abstract

Purpose

The purpose of this paper is to investigate the mediating role of person-job (P-J) fit on the impact of organizational resources (training and service technology), and a personal resource (customer orientation) on frontline bank employees’ job performance and turnover intentions.

Design/methodology/approach

A large-scale survey of 530 frontline employees of a national bank in New Zealand serves as the study setting.

Findings

Among others, results show that P-J fit fully mediates the impact of training on turnover intentions and job performance.

Research limitations/implications

The cross-sectional nature of the study does not allow causal inferences. Therefore, future studies should adopt longitudinal designs.

Practical implications

Management should be careful in planning and providing organizational resources to frontline employees to enhance their perception of P-J fit. Also investing in the recruitment and selection of customer-oriented frontline employees would be a prudent course of action.

Originality/value

Empirical research in the banking services literature pertaining to the mediating role of P-J fit is scarce. There is also a lack of research regarding the interaction between personal and organizational resources resulting in complementary or supplementary effects on frontline employees’ fit perceptions. This study fills in the void in both areas.

Citation

Sengupta, A.S., Yavas, U. and Babakus, E. (2015), "Interactive effects of personal and organizational resources on frontline bank employees’ job outcomes: The mediating role of person-job fit", International Journal of Bank Marketing, Vol. 33 No. 7, pp. 884-903. https://doi.org/10.1108/IJBM-10-2014-0149