The effect of promotion regulatory focus on service performance

ABSTRACT

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.

摘要

本研究基于调节焦点理论，探讨酒店一线员工促进性调节焦点对服务绩效的影响机制。利用多时点研究设计，收集1家中国连锁酒店123个门店的347名一线员工的数据，检验了一个有中介的调节模型。研究发现在促进性调节焦点和员工服务绩效之间的关系中，工作重塑起到中介作用，授权型领导起到调节作用，同时工作资源中介了授权型领导的调节作用。本研究对工作重塑和调节焦点理论的深入研究展开了拓展讨论。

KEYWORDS:

• Promotion regulatory focus
• job crafting
• empowering leadership
• service performance
• job resources
• mediated moderation

关键词:

• 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

Disclosure statement

No potential conflict of interest was reported by the author(s).

Additional information

Funding

This work was supported by National Natural Science Foundation of China [grant numbers 72102033 & 72172032]; the Fundamental Research Funds for the Central Universities of China [grant number N212400204]; Humanities and Social Science Foundation of the Ministry of Education of China [grant number 21YJC630153].