The relative importance of context and individual differences in predicting proactive service performance

Abstract

The current study addresses the gap in how context and individual differences help in developing a proactive workforce in the hospitality industry. Based on the model of proactive motivation and self-determination theory, this study investigates the simultaneous impact of interpersonal leadership and learning goal orientation through the mediating role of employee engagement. The study sample (N = 438) is collected from frontline hospitality employees in Malaysia. Results of partial least squares structural equation modeling (PLS-SEM) show that both context (i.e., interpersonal leadership) and individual differences (i.e., Learning Goal Orientation) are significant predictors of employee engagement and, in turn, of proactive service performance. Moreover, engagement is found as a significant mediator between both the predictors and the criterion. Interestingly, however, in comparison with interpersonal leadership, learning goal orientation is noticed as a substantial predictor of employee engagement and proactive service performance. Implications of the findings for research and practice are discussed accordingly.