The effect of promotion regulatory focus on service performance

Jiaqi Yan, Muhammad Ali, Mubbsher Munawar Khan, Syed Hamad Hassan Shah and Atif Saleem Butt

The Service Industries Journal, 2024, vol. 44, issue 1-2, 45-62

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.

Date: 2024
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DOI: 10.1080/02642069.2021.2003340

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The Service Industries Journal is currently edited by Eileen Bridges, Professor Domingo Ribeiro, Ronald Goldsmith, Barry Howcroft and Youjae Yi

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