The effect of promotion regulatory focus on service performance

Drawing on the regulatory focus theory, this study aims to investigate the effect of frontline staff's promotion regulatory focus on service performance. Using a time-lagged design and data from 347 frontline staff in 123 branches of a hotel chain, we examine a mediated moderation model. We pos...

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Bibliographic Details
Published in:	The Service industries journal Vol. 44; no. 1-2; pp. 45 - 62
Main Authors:	Yan, Jiaqi, Ali, Muhammad, Khan, Mubbsher Munawar, Shah, Syed Hamad Hassan, Butt, Atif Saleem
Format:	Journal Article
Language:	English
Published:	London Routledge 25-01-2024 Taylor & Francis Ltd
Subjects:	empowering leadership job crafting job resources mediated moderation Promotion regulatory focus service performance 促进性调节焦点；工作重塑；授权型领导；服务绩效；工作资源；被中介的调节
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Summary:	Drawing on the regulatory focus theory, this study aims to investigate the effect of frontline staff's promotion regulatory focus on service performance. Using a time-lagged design and data from 347 frontline staff in 123 branches of a hotel chain, we examine a mediated moderation model. We posit job crafting mediates the relationship between promotion regulatory focus and service performance. This relationship is moderated by empowering leadership, and job resources mediate the moderation effect. We discuss the implications of our findings for research on job crafting and regulatory focus theory.
ISSN:	0264-2069 1743-9507
DOI:	10.1080/02642069.2021.2003340