Motivational approach to team service performance: Role of participative leadership and team-inclusive climate

This study develops and tests a theoretical model for an underlying motivational mechanism linking participative leadership with service performance based on team motivation theory. The model proposes that participative leadership influences team service goal generation and orientation, eventually leading to improved performance. Furthermore, the effect of participative leadership on team service goal generation and orientation is positively moderated by team-inclusive climate. Data collected from 72 teams provide empirical support for the model, which shows how frontline service teams effectively function in the hospitality industry and highlights the significance of participative leadership, team service goal-seeking approach, and performance. Theoretical contributions and practical implications are also discussed.