Servant leadership, organisational trust, and bank employee outcomes

ABSTRACT

Using servant leadership and social exchange theories as the theoretical frameworks, our study proposes and tests a research model that investigates trust in organisation (TIO) as a mediator of the impact of servant leadership on three critical outcomes. These outcomes are intention to be late for work (ILW), creative performance, and service recovery performance. Data obtained from frontline bank employees in three waves at one-week apart and their managers in Saint Petersburg in Russia were used to test the aforementioned relationships. The results demonstrate that TIO is an immediate outcome of servant leadership. TIO gives rise to lower ILW and higher creative and service recovery performances. The aforesaid findings reveal that servant leadership mitigates ILW and boosts both creative and service recovery performances only through TIO. Implications for theory and practice are discussed in our paper.

摘要

我们的研究以服务型领导和社会交换理论为理论框架，提出并检验了一个研究模型用来调查信任组织 (TIO) 作为服务型领导对三个关键结果影响的中介。这些结果是故意迟到的意向（ILW），创新绩效和服务补救绩效。 通过间隔一周, 三轮的数据收集, 来自一线银行员工以及他们在俄罗斯圣彼得堡的经理们处获得的数据被用来测试上述关系。 结果表明，组织信任是服务型领导的直接结果。信任组织降低了故意迟到的意向，提高了创新和服务补救性能。上述研究结果表明，服务型领导可以减轻 ILW 并且只有通过 TIO 才能提高创造性和服务补救的绩效。我们也讨论了本文的理论和实践意义。

KEYWORDS:

• Servant leadership
• trust in organisation
• nonattendance intention
• creative performance
• service recovery performance
• bank employees

关键词:

• 服务型领导
• 信任组织
• 故意迟到的意向
• 创新绩效
• 服务补救绩效
• 银行员工

Acknowledgement

Data came from part of a broader project.

Disclosure statement

No potential conflict of interest was reported by the authors.