How Could Leader Inspire Front-line Employees Trust and Service Performance in Service Team:Evidence from China
based on leader character-based and relationship-based perspectives, this paper explores the mechanisms that how team leader could inspire front-line employees trust and service performance. Using 280 paired samples from 11 service teams, we found that team leader could enhance team members service performance by leader honesty (character-based perspective) and leader-member exchange (relationship-based approach), which are mediated by followers trust in their team leader. Implications for service team and HRM in leader training are discussed in the end.
Yuntao Bai
School of Management, Xiamen University Xiamen China
国际会议
International Conference on Management and Service Science(2011年第五届管理与服务科学国际会议 MASS 2011)
武汉
英文
1-4
2011-08-12（万方平台首次上网日期，不代表论文的发表时间）