... social capital affects frontline bank employees' person–job fit as a cognitive psychological process, leading to work engagement as an emotional psychological process and, in turn, more adaptive selling behavior. Using multiple mediation analysis, the results showed that work engagement on its own exerts...

... congruence (EPBVC). Design/methodology/approach This study employed hierarchical linear modeling and chose moderating variables that are primarily related to the working environment: person–job fit (PJF) and person–group fit (PGF). The sample included managers and employees of the largest domestic bank...

... intentions Customer orientation Frontline employees Person-job fit Service technology As boundary spanners, frontline employees serve as a critical link between an organization’s internal operations and external customers. They play a crucial role in the implementation of organizational...