... perceived customer participation and employee work engagement. Customer orientation (CO) and service employee perceived fit with customers (PCF) moderate this relationship, which eventually affect both the internal and external benefits of service-employee work engagement. Design/methodology/approach...

..., the positive moderating effect of employee’s perceived fit with customers in the relationship between perceived customer participation and employees’ deep acting was supported. Research limitations/implications First, the specific service sectors chosen for this study are retail banking and insurance...