The Role of Leadership Trust and Co-worker Trust on the Cooperative Behavior of Hotel Employees: The Mediating Role of Team Identification and the Moderating Role of Employment Status

Chun， Byung-gil; Kim Young Joong

doi:10.17086/JTS.2017.41.4.11.27

The purpose of this study is to verify the mediating effect of team identification that becomes pronounced because of the trust in leadership & trust in co-workers and to show that these factors influence subsequent cooperative behavior. Furthermore, the moderating effect of employment status in relationships among the leader trust & co-worker trust, team identification, cooperative behavior of hotel service employees will be analyzed. We conducted a survey of 450 hotel-service employees and analyzed data collected from 372 employees after removing 78 unreliable responses. As a result of a SEM analysis to confirm hypotheses, it was found that leader trust & co-worker trust had a positive effect on team identification. Team identification also had a positive influence on the cooperative behavior of hotel service employees. It was found that team identification had a partially mediating effect on the relationship between leader trust & co-worker trust and cooperative behavior. A moderating effect of employment status in the relationship between the co-worker trust and the team identification was also found.

Citation status

KCI Citation Counts (7)
열림/닫힘 버튼
REFERENCES (47)
열림/닫힘 버튼
* 2021년 이후 발행 논문의 참고문헌은 현재 구축 중입니다.

[journal] 고유미 / 2013 / The Effects of Team Network Characteristics and Boundary Spanning Activities on Knowledge Management Performances: The Mediating Role of Trust / 지식경영연구 / 한국지식경영학회 14(5) : 101~120

[journal] 구동우 / 2015 / The Effects of Leader’s Justice on Organizational Emotion, Organizational Trust, and Helping Behavior in Hotel Foodservice Department / 관광레저연구 / (사)한국관광레저학회 27(2) : 133~152

[journal] 김명희 / 2014 / The Relationship between Authentic Leadership, Trust in Leader and OCB of Hotel Restaurant / 외식경영연구 / 한국외식경영학회 17(2) : 117~134

[journal] 김병직 / 2014 / How does the Goodness of Firms Affect the Attitude of Organizational Members? / 사회적기업연구(Social Enterprise Studies) / 사단법인 사회적기업학회 7(1) : 37~66

[journal] 김원형 / 2003 / Cross Validation Model of Organizational Identification: Relations of Organizational Identification and Antecedents, Organizational Commitment, Organizational Citizenship Behavior, Job Involvement. / 조직과 인사관리연구 / 한국인사관리학회 27(1)

[journal] 김학수 / 2015 / The effects of store managers’ empowering leadership on contact employees’ cooperative behavior: The mediating role of team trust and the moderating role of team cynicism / 한국심리학회지: 산업 및 조직 / 한국산업및조직심리학회 28(1) : 23~60

[journal] 배현숙 / 2015 / The effect of cabin crew's personal characteristics on teamwork, team satisfaction, organizational commitment : Testing the moderating effect of self-efficacy / 관광레저연구 / (사)한국관광레저학회 27(12) : 355~374

[journal] 이양희 / 2014 / The Effect of Mid-priced Buffet Restaurant Manager's Authentic Leadership on Employees' Trust and Organiztional Effectiveness / 관광학연구 / 한국관광학회 38(3) : 191~211

[journal] 이용기 / 2010 / The Effects of Quality of LMX on Trust, Job Performance, and Helping Behavior of Hotel F/B Service Employees / 호텔경영학연구 / 한국호텔외식관광경영학회 19(6) : 213~232

[journal] 이홍재 / 2012 / The impacts of perceived service climate and organizational identification on organizational citizenship behavior and service performance - Evidence from upscale hotels in Seoul - / 관광연구 / 대한관광경영학회 27(3) : 265~285

[journal] 임기성 / 2013 / The Effect of Perceived Authenticity toward Leader on Trust, Value Congruence, and Team Performance - Focusing Restaurants - / 관광연구 / 대한관광경영학회 28(1) : 95~111

[journal] 김영중 / 2016 / The Role of Team Trust and Cooperative Behavioron Food - service Employees' Service Performance - The Moderating Role of Teamwork Competencyand Other Department Support - / Culinary Science & Hospitality Research / (사)한국조리학회 22(8) : 1~16

[journal] 정무관 / 2009 / The Effect of Leader's Emotional Intelligence and Leader Trust on Team Effectiveness / 대한경영학회지 / 대한경영학회 22(5) : 2895~2918

[journal] 정민주 / 2012 / A Study of the Effects of the Self-Emotional Ability and Social-Emotional Ability on the Teamwork Capability of the Airline Flight Attendants / 한국항행학회논문지 / 한국항행학회 16(2) : 318~329

[journal] 정아람 / 2016 / The Effects of Perceived Corporate Social Responsibility on Employees’ Trust, Commitment, Satisfaction, and Turnover Intention / 관광학연구 / 한국관광학회 40(1) : 13~28 / http://dx.doi.org/10.17086/JTS.2016.40.1.13.28

[journal] 정연승 / 2012 / A study on the influences of exchange relationships, identities, customer orientation of sales employees on job performance – focused on social exchange and social identity theory / 마케팅연구 / 한국마케팅학회 27(4) : 171~197

[journal] 정은유 / 2012 / The Impact of Encounter Service Quality in Relation to Nonverbal Communication of Flight Attendant on Brand Attitude and Customer Satisfaction / 관광학연구 / 한국관광학회 36(4) : 143~164

[journal] 지성구 / 2009 / Service Employee Cooperation: Antecedents and Consequence / 대한경영학회지 / 대한경영학회 22(5) : 2831~2850

[journal] 최수정 / 2014 / Antecedents and Consequences of Organizational Identification of Customer Service Representatives in Call Centers: Based on Social Exchange Theory / 대한경영학회지 / 대한경영학회 27(7) : 1091~1113

[journal] 한명애 / 2015 / Customer Perception of Food Service Contact-Elements using Kano Model and Quality Function Deployment(QFD): Focused on Industrial Foodservice Operations / 관광학연구 / 한국관광학회 39(2) : 27~43 / http://dx.doi.org10.170861JTS.2015.39.1.27

[journal] 한수진 / 2013 / The Impact of Leader-Member Exchange between Department Store Managers and In-Store Salespersons Working for Small-and Medium-Sized Enterprises on Salespersons’ Job Satisfaction and Turnover Intention: Centered around the Mediating Effect of Organizational Identification / 중소기업연구 / 한국중소기업학회 35(3) : 181~206

[journal] 홍석도 / 2014 / The Effect of the Emotional Labor on Job Satisfaction andOrganizational Commitment for Food Service Encounter Employment / 관광학연구 / 한국관광학회 38(8) : 149~178

[web] / 2016 / 특급호텔의 민낯… 여직원 3명중 1명은 비정규직 / EBN / http://www.ebn.co.kr/news/view/864198

[journal] Anderson, J / 1988 / Structural equation modeling in practice : A review and recommended two-step approach / Psychological Bulletin 103(3) : 411~423

[journal] Ashforth, B / 2008 / Identification in organizations : An examination of four fundamental questions / Journal of Management 34(3) : 325~374

[journal] Ashforth, B / 1989 / Social identity theory and the organization / Academy of Management Review 14(1) : 20~39

[journal] Baron, R / 1986 / The moderator-mediator variable distinction in social psychological research : Conceptual strategic, and statistical considerations / Journal of Personality and Social Psychology 51(6) : 1173~1182

[journal] Bell, S / 2002 / The employee-organization relationship, organizational citizenship behaviors, and superior service quality / Journal of Retailing 78(2) : 131~146

[journal] Cook, J / 1980 / New work attitude measures of trust, organizational commitment and personal need fulfillment / Journal of Occupational Psychology 53(1) : 39~52

[journal] Ellemers, N / 2004 / Motivating individuals and groups at work : A social identity perspective on leadership and group performance / Academy of Management Review 29(3) : 459~478

[journal] Ellemers, N / 1999 / Self-categorisation, commitment to the group and group self-esteem as related but distict aspects of social identity / European Journal of Social Psychology 29 : 371~389

[journal] Fornell, C / 1981 / Evaluating structural equation models with unobservable variables and measurement error / Journal of Marketing Research 18(1) : 39~50

[journal] Jones, C / 2011 / Organizational identification : Extending our understanding of social identities through social networks / Journal of Organizational Behavior 32(3) : 413~434

[journal] Lewicki, R / 1998 / Trust and distrust : New relationship and realities / Academy of Management Review 23(3) : 438~458

[journal] Mael, F / 1992 / Alumni and their alma mater : A partial test of the reformulated model of organizational identification / Journal of Organizational Behavior 13(2) : 103~123

[journal] Mayfield, C / 2010 / A prosocial self-concept approach to understanding organizational citizenship behavior / Journal of Managerial Psychology 25(7) : 741~763

[journal] McAllister, D / 1995 / Affect-and cognition-based trust as foundations for interpersonal cooperation in organizations / Academy of Management Journal 38(1) : 24~59

[journal] Riketta, M / 2005 / Organizational identification : A meta-analysis / Journal of Vocational Behavior 66(2) : 358~384

[journal] Rousseau, D / 1998 / Not so different after all : A cross-discipline view of trust / Academy of Management Review 23(3) : 393~404

[journal] Schaubroeck, J / 2013 / Developing trust with peers and leaders : Impacts on organizational identification and performance during entry / Academy of Management Journal 56(4) : 1148~1168

[journal] Sparrowe, R / 2001 / Social networks and the performance of individual and group / Academy of Management Journal 44(2) : 316~325

[journal] Tse, H / 2008 / A multi-level analysis of team climate and interpersonal exchange relationships at work / Leadership Quarterly 19(2) : 195~211

[journal] Van Dick, R / 2006 / Identity and the extra mile : Relationships between organizational identity and organizational citizenship behaviour / British Journal of Management 17(4) : 283~301

[journal] Van Dick, R / 2008 / Interactive effects of work group and organizational identification on job satisfaction and extra-role behavior / Journal of Vocational Behavior 72(3) : 388~399

[journal] Van Knippenberg, D / 2007 / Social identity and social exchange : Identification, support, and withdrawal from the job / Journal of Applied Social Psychology 37(3) : 457~477

[journal] Wirtz, J / 2008 / Managing human resources for service excellence and cost-effectiveness at Singapore Airlines / Managing Service Quality 18(1) : 4~19

[journal] Yilmaz, C / 2001 / Salesperson cooperation : The influence of relational, task, organizational, and personal factors / Journal of the Academy of Marketing Science 29(4) : 335~357

KJC Korea
Journal Central

Statistics

Tools

Sharing

Issue List

Citation status