Installing resources into low occupational status frontline public employees: how and when inclusive climate fosters proactive service performance

Purpose High-quality public service delivery depends on the proactive service performance (PSP) of frontline public employees (FLPEs). However, few scholars realize that some types of FLPEs belong to low occupational status groups that need organizational inclusion. This study aims to explore how to motivate the low occupational status FLPEs' PSP. Design/methodology/approach This study employed a three-wave survey of 287 respondents nested in 44 administrative approval service centers in Beijing, China. Findings The results demonstrate that an inclusive climate positively affects PSP through work meaningfulness. Moreover, the mediating effect of work meaningfulness is stronger under high perceived dissimilarity and high service climate. Practical implications The findings contribute to FLPEs' coping behavior management practices. Originality/value PSP is critical to high-quality public service delivery. However, existing literature generally assumes that FLPEs possess equal status, overlooking the challenges posed by the occupational status differences. This study provides a comprehensive understanding of how to motivate PSP of low occupational status FLPEs.