Effects of leader behaviors on extra-role proactive service: The role of cultural tightness-looseness.

The pertinent literature presents no evidence of the simultaneous effects of leader task-, relations-, or change-oriented behaviors on employee proactivity and extra-role customer service. Nor does it of cultural tightness-looseness as a moderator of the effect of proactivity on extra-role customer service. We propose and test the mediating impact of proactivity in the association between three types of leadership behaviors and extra-role service. We also test cultural tightness-looseness as a moderator of the impact of proactivity on extra-role service. Data obtained from hotel frontline employees in Spain were utilized to gauge the proposed relationships via the partial least squares structural equation modeling. Our findings reveal that proactivity mediates the influences of leader task- and relations-oriented behaviors on extra-role service. We have verified that cultural tightness-looseness strengthens the link between proactivity and extra-role service. The paper subsequently discusses the implications for theory and practice. • Leader-oriented behavior has contradictory implications for extra-role service. • Proactivity mediates the relationships above. • Cultural tightness moderates the proactivity -> extra-role service relationship. • The study shows how leader-oriented behavior influences hotels' service quality. [ABSTRACT FROM AUTHOR]