Empowering frontline service employees: examining the link between psychological empowerment, prosocial motivation and proactive behavior through the lens of horizontal collectivism

IF 3.9 3区管理学 Q2 BUSINESS

Journal of Service Theory and Practice Pub Date : 2024-05-07 DOI:10.1108/jstp-04-2023-0119

Juman Iqbal, Shameem Shagirbasha, Kumar Madhan

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引用次数: 0

Abstract

Purpose

Elucidating self-determination and psychological empowerment theories, the current study aims to examine the link between psychological empowerment and proactive behavior. Additionally, it delves into the mediating role of prosocial motivation and assesses the moderating effects of horizontal collectivism between psychological empowerment and proactive behavior, examining the moderated-mediation effects of horizontal collectivism.

Design/methodology/approach

A structured questionnaire was distributed in three waves (T1, T2 and T3) among frontline service hotel workers, out of which only 507 were retained and found useful for analysis. The study employed PROCESS macro models 4 and 8 for the analyses.

Findings

The results indicated that psychological empowerment is connected to proactive behavior through the partial mediation of prosocial motivation. Further, when horizontal collectivism is high, the favorable association between psychological empowerment and proactive behavior via prosocial motivation is stronger.

Originality/value

Proactive service workers have an innate tendency to contribute optimally to their organization. Yet, research is insufficient about the factors that lead to proactive behavior among frontline service hotel workers. To date, there are hardly any empirical studies that have examined the buffering effects of horizontal collectivism between psychological empowerment and proactive behavior, which contributes to the originality and novelty of our research. In addition, this study offers practical implications related to ways to improve psychological empowerment among frontline service hotel workers in the ever-increasing era of automation.

查看原文本刊更多论文

增强一线服务人员的能力：从横向集体主义的角度研究心理赋权、亲社会动机和积极主动行为之间的联系

目的本研究旨在阐明自我决定和心理授权理论，研究心理授权与积极主动行为之间的联系。此外，本研究还深入探讨了亲社会动机的中介作用，并评估了横向集体主义在心理授权和积极主动行为之间的调节作用，考察了横向集体主义的调节中介效应。设计/方法/途径本研究分三波（T1、T2 和 T3）向酒店一线服务人员发放了结构化问卷，其中仅保留了 507 份问卷，并对其进行了分析。研究结果表明，心理授权通过亲社会动机的部分中介作用与积极主动行为相关联。此外，当横向集体主义程度较高时，心理授权通过亲社会动机与积极主动行为之间的有利关联会更强。然而，关于导致酒店一线服务人员积极主动行为的因素的研究并不充分。迄今为止，几乎没有任何实证研究考察了横向集体主义在心理授权和积极主动行为之间的缓冲作用，这也是我们研究的原创性和新颖性所在。此外，本研究还为在自动化程度不断提高的时代如何提高酒店一线服务人员的心理授权提供了实践意义。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

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来源期刊

Journal of Service Theory and Practice Multiple-

CiteScore

8.00

自引率

15.20%

发文量

期刊介绍： Formerly known as Managing Service Quality – Impact Factor: 1.286 (2015) – the Journal of Service Theory and Practice (JSTP) aims to publish research in the field of service management that not only makes a theoretical contribution to the service literature, but also scrutinizes and helps improve industry practices by offering specific recommendations and action plans to practitioners. Recognizing the importance of the service sector across the globe, the journal encourages submissions from and/or studying issues from around the world. JSTP gives prominence to research based on real world data, be it quantitative or qualitative. The journal also encourages the submission of strong conceptual and theoretical papers that make a substantive contribution to the scholarly literature in service management. JSTP publishes double-blind peer reviewed papers and encourages submissions from both academics and practitioners. The changing social structures and values, as well as new developments in economic, political, and technological fields are creating sea-changes in the philosophy, strategic aims, operational practices, and structures of many organizations. These changes are particularly relevant to the service sector, as public demand for high standards increases, and organizations fight for both market share and public credibility. The journal specifically addresses solutions to these challenges from a global, multi-cultural, and multi-disciplinary perspective.