Predicting proactive service performance: The role of employee engagement and positive emotional labor among frontline hospitality employees

While previous research has improved our knowledge of how leadership influences employee behavior, the role of potential processes and contingencies in this relationship remains relatively unexplored. In the current study, based on the Self-determination Theory (SDT), we intend to contribute to this...

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Autores principales:	Muhammad Zia Aslam, Mohammad Nazri Mohd Nor, Safiah Omar, Hasnun Anip Bustaman
Formato:	article
Lenguaje:	EN
Publicado:	Taylor & Francis Group 2020
Materias:	proactive service performance leadership engagement positive emotional labor hospitality employees malaysia Business HF5001-6182 Management. Industrial management HD28-70
Acceso en línea:	https://doaj.org/article/53828b26743545ecbca087c9e40c621f
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spelling	oai:doaj.org-article:53828b26743545ecbca087c9e40c621f2021-12-02T18:21:13ZPredicting proactive service performance: The role of employee engagement and positive emotional labor among frontline hospitality employees2331-197510.1080/23311975.2020.1771117https://doaj.org/article/53828b26743545ecbca087c9e40c621f2020-01-01T00:00:00Zhttp://dx.doi.org/10.1080/23311975.2020.1771117https://doaj.org/toc/2331-1975While previous research has improved our knowledge of how leadership influences employee behavior, the role of potential processes and contingencies in this relationship remains relatively unexplored. In the current study, based on the Self-determination Theory (SDT), we intend to contribute to this research by investigating whether employee engagement significantly plays the role of an intervening mechanism between employees’ perceived interpersonal leadership of their supervisor and proactive service performance. Moreover, positive emotional labor (i.e., deep acting) is tested as a moderator to understand whether or not the strength of the relationship between employee engagement and employee proactivity is more for those who show more deep acting. Results of an online survey study among 438 frontline hospitality employees in Malaysia revealed that while employee engagement is a significant mediator in the relationship between interpersonal leadership and proactive service performance, positive emotional labor moderates the relationship between employee engagement and proactive service performance. Therefore, the findings of the current study provide initial evidence about how and for whom positive interpersonal leadership employee perceptions promote employee proactivity of frontline hospitality employees. Implications of the findings for the practice and research are discussed.Muhammad Zia AslamMohammad Nazri Mohd NorSafiah OmarHasnun Anip BustamanTaylor & Francis Grouparticleproactive service performanceleadershipengagementpositive emotional laborhospitality employeesmalaysiaBusinessHF5001-6182Management. Industrial managementHD28-70ENCogent Business & Management, Vol 7, Iss 1 (2020)
institution	DOAJ
collection	DOAJ
language	EN
topic	proactive service performance leadership engagement positive emotional labor hospitality employees malaysia Business HF5001-6182 Management. Industrial management HD28-70
spellingShingle	proactive service performance leadership engagement positive emotional labor hospitality employees malaysia Business HF5001-6182 Management. Industrial management HD28-70 Muhammad Zia Aslam Mohammad Nazri Mohd Nor Safiah Omar Hasnun Anip Bustaman Predicting proactive service performance: The role of employee engagement and positive emotional labor among frontline hospitality employees
description	While previous research has improved our knowledge of how leadership influences employee behavior, the role of potential processes and contingencies in this relationship remains relatively unexplored. In the current study, based on the Self-determination Theory (SDT), we intend to contribute to this research by investigating whether employee engagement significantly plays the role of an intervening mechanism between employees’ perceived interpersonal leadership of their supervisor and proactive service performance. Moreover, positive emotional labor (i.e., deep acting) is tested as a moderator to understand whether or not the strength of the relationship between employee engagement and employee proactivity is more for those who show more deep acting. Results of an online survey study among 438 frontline hospitality employees in Malaysia revealed that while employee engagement is a significant mediator in the relationship between interpersonal leadership and proactive service performance, positive emotional labor moderates the relationship between employee engagement and proactive service performance. Therefore, the findings of the current study provide initial evidence about how and for whom positive interpersonal leadership employee perceptions promote employee proactivity of frontline hospitality employees. Implications of the findings for the practice and research are discussed.
format	article
author	Muhammad Zia Aslam Mohammad Nazri Mohd Nor Safiah Omar Hasnun Anip Bustaman
author_facet	Muhammad Zia Aslam Mohammad Nazri Mohd Nor Safiah Omar Hasnun Anip Bustaman
author_sort	Muhammad Zia Aslam
title	Predicting proactive service performance: The role of employee engagement and positive emotional labor among frontline hospitality employees
title_short	Predicting proactive service performance: The role of employee engagement and positive emotional labor among frontline hospitality employees
title_full	Predicting proactive service performance: The role of employee engagement and positive emotional labor among frontline hospitality employees
title_fullStr	Predicting proactive service performance: The role of employee engagement and positive emotional labor among frontline hospitality employees
title_full_unstemmed	Predicting proactive service performance: The role of employee engagement and positive emotional labor among frontline hospitality employees
title_sort	predicting proactive service performance: the role of employee engagement and positive emotional labor among frontline hospitality employees
publisher	Taylor & Francis Group
publishDate	2020
url	https://doaj.org/article/53828b26743545ecbca087c9e40c621f
work_keys_str_mv	AT muhammadziaaslam predictingproactiveserviceperformancetheroleofemployeeengagementandpositiveemotionallaboramongfrontlinehospitalityemployees AT mohammadnazrimohdnor predictingproactiveserviceperformancetheroleofemployeeengagementandpositiveemotionallaboramongfrontlinehospitalityemployees AT safiahomar predictingproactiveserviceperformancetheroleofemployeeengagementandpositiveemotionallaboramongfrontlinehospitalityemployees AT hasnunanipbustaman predictingproactiveserviceperformancetheroleofemployeeengagementandpositiveemotionallaboramongfrontlinehospitalityemployees
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Predicting proactive service performance: The role of employee engagement and positive emotional labor among frontline hospitality employees

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