Job satisfaction refers to an employee’s general affective
evaluation of the degree to which he/she perceives that a job
meets his/her individual needs and requirements (Locke, 1976;
Weiss, 2002). A service employee carries certain normative
expectations about service work roles. When an employee’s work
roles and values are found to be similar to those in the
organization, a positive feeling towards the job and organization
will be generated. That is, the higher the level of P–O fit, the greater
the affective response one has in terms of job satisfaction (feelings
toward the job) and organizational commitment (feelings toward
the company) (Hartline and Ferrell, 1996).