Exploring Discretionary HR Practices and Human Resource Service Orientation on Employee Motivation and Performance at PT RAF: A Qualitative Study Based on Regulatory Focus Theory

Rafyanti Widyarini; Sitti Rakhman

Authors

Rafyanti Widyarini Program Studi Ekonomi Bisnis, Sekolah Tinggi Manajemen Asuransi (STMA) Trisakti, Jl. Jenderal A. Yani Kav. 85, Cempaka Putih, Jakarta Pusat. DKI Jakarta, Indonesia. 10510
Sitti Rakhman Program Studi Ekonomi Bisnis, Sekolah Tinggi Manajemen Asuransi (STMA) Trisakti, Jl. Jenderal A. Yani Kav. 85, Cempaka Putih, Jakarta Pusat. DKI Jakarta, Indonesia. 10510

Keywords:

Discretionary HR, HR service orientation, work motivation, regulatory focus, general insurance

Abstract

This study explores how discretionary human resource (HR) practices and HR service orientation influence employee motivation and performance at PT RAF, a general insurance company in Indonesia. Employing a purely qualitative approach through non-participant observation and in-depth interviews with employees and HR representatives, the findings reveal that HR practices at PT RAF remain largely administrative, with limited attention to career development, training, and employee involvement. A low HR service orientation further weakens the effectiveness of HR policies. Consequently, most employees exhibit a prevention-focused motivational pattern, prioritizing error avoidance over achievement. These findings highlight the need for HR transformation toward a more strategic and service-oriented role to foster promotion-focused motivation and enhance overall employee performance.

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