Purpose Drawing on self-regulation theory and the job demands–resources model, this study aims to examine the mediating roles of playful work design and avoidance coping in the relationship between perfectionistic self-presentation (PSP) and burnout, and how paradoxical leadership moderates these relationships among employees. Design/methodology/approach Data were collected from 299 frontline employees working in 37 hotels using a time-lagged survey design. The proposed model was tested using structural equation modeling. Findings The results indicate that PSP is positively associated with burnout, while avoidance coping and playful work design serve as mediators in this relationship. In addition, paradoxical leadership attenuates the effect of PSP on avoidance coping. Originality/value This study advances the hospitality and service management literature by demonstrating how PSP drives frontline employee burnout through distinct coping mechanisms and by identifying paradoxical leadership as a critical contextual resource that protects employee well-being and supports service delivery.
Zeshan et al. (Sat,) studied this question.