Abstract

<bold xmlns:mml="http://www.w3.org/1998/Math/MathML" xmlns:xlink="http://www.w3.org/1999/xlink">Background:</b> This article explores the previously undiscovered relationship between communication satisfaction (CS), human resources management (HRM) practices, person-organization fit (P-O fit), and affective commitment (AC) among full-time Malaysian employees in the service industry. <bold xmlns:mml="http://www.w3.org/1998/Math/MathML" xmlns:xlink="http://www.w3.org/1999/xlink">Literature review:</b> Despite the recent proliferation of papers dealing with communication satisfaction, little work investigates the role of HRM practices and P-O fit as mediators of the relationship between communication satisfaction and AC. <bold xmlns:mml="http://www.w3.org/1998/Math/MathML" xmlns:xlink="http://www.w3.org/1999/xlink">Research question:</b> Do HRM practices and P-O fit act as mediators of the relationship between communication satisfaction and AC? <bold xmlns:mml="http://www.w3.org/1998/Math/MathML" xmlns:xlink="http://www.w3.org/1999/xlink">Research methodology:</b> A structural equation model using partial least squares is employed to study the impact of HRM practices and P-O fit on the linkage between communication satisfaction and AC among 195 full-time employees from various organizations in the service sector in Malaysia. <bold xmlns:mml="http://www.w3.org/1998/Math/MathML" xmlns:xlink="http://www.w3.org/1999/xlink">Results:</b> The results suggest that high communication satisfaction leads to positive perceptions of HRM practices, which, in turn, lead to favorable perceptions of P-O fit and then ultimately to high AC. <bold xmlns:mml="http://www.w3.org/1998/Math/MathML" xmlns:xlink="http://www.w3.org/1999/xlink">Conclusions:</b> This study provides useful insights for human resource managers in addressing the linkage between communication satisfaction, HRM practices, P-O fit, and AC. If HRM policies are communicated positively, employees will perceive them to be fair, and that perception leads to a perception of P-O fit. HRM policies can also improve P-O fit if employees undergo training to align their values with the values of their organization. These perceptions lead to higher AC, thus contributing to the overall positive working atmosphere in the service industry.