The extent to which employees and organizations share the
same service concepts and values (P–O fit) also impacts an
employee’s commitment to delivering the required service
standards expected by their organization. Organizational commitment
refers to an individual’s attachment, loyalty, and identification
with the organization (Meyer and Allen, 1984). Employees
who are highly committed to an organization believe strongly in
the goals and values of the organization. They also possess a strong
desire to conform to the organization’s identity as well as maintain
organizational membership (Porter et al., 1974). Employees that
are committed perform better on the job and are less likely to quit
(Silverthorne, 2004; Tett and Meyer, 1993).
The extent to which employees and organizations share the
same service concepts and values (P–O fit) also impacts an
employee’s commitment to delivering the required service
standards expected by their organization. Organizational commitment
refers to an individual’s attachment, loyalty, and identification
with the organization (Meyer and Allen, 1984). Employees
who are highly committed to an organization believe strongly in
the goals and values of the organization. They also possess a strong
desire to conform to the organization’s identity as well as maintain
organizational membership (Porter et al., 1974). Employees that
are committed perform better on the job and are less likely to quit
(Silverthorne, 2004; Tett and Meyer, 1993).
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