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The literature has paid little attention to the (mis)fit effect between customer service orientation (CSO) and internal service qualities (ISQ). Unlike past studies, we use a non-commensurate and complementary fit approach by adopting a distinctive CSO as a need dimension at the individual level and ISQ as a satisfaction dimension provided by the organization. We test a CSO–ISQ (mis)fit model and include pride in membership and internal ethics training programs as supplementary activators for frontline employee turnover intentions and affective commitment. Based on the polynomial, mediation, and moderation analyses, we found that enjoyment service orientation–ISQ (mis)fit effects on pride in membership show complete and partial mediation effects on turnover intentions and affective commitment, with a significant joint effect of the training program. We discuss the theoretical contributions of our findings. Findings suggest that enhancing pride in membership can buffer the misfit between frontline employees' needs and their satisfaction with ISQ, leading to a lower turnover intention and a stronger affective commitment. Furthermore, this study suggests that internal ethics training programs can enhance the positive effect of pride in membership on turnover intentions and affective commitment. [ABSTRACT FROM AUTHOR]

The effect of internationalization on firm performance has been investigated in the hospitality literature in a relatively extensive manner. However, the literature has still provided mixed findings. Furthermore, the moderating role of top management teams (TMTs) on the relationship between internationalization and firm performance has not been explored yet in the hospitality literature. Considering the increasing importance of internationalization in the hospitality industry and a significant role of TMTs in implementing this internationalization, this study performs a comprehensive examination on the effect of internationalization on firm performance using three different internationalization measures (i.e., degree, diversification, and speed) and three different performance measures (i.e., Tobin's q, return on assets, and international returns). This study also tests the moderating role of heterogeneity in TMTs' nationality based on the upper echelons theory, employing hierarchical linear modeling (HLM) to test the proposed hypotheses. [ABSTRACT FROM AUTHOR]