Servant leadership, organisational trust, and bank employee outcomes
Open accessAbstract
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.
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Back-translation for cross-cultural research.
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“This enables the researchers to ascertain whether servant leadership would better explain employees’ perceptions of TIO, ILW, creative performance, and service recovery performance in service settings (cf. Hoch et al., 2018).”
BackgroundAn Introduction to Applied Multivariate Analysis
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Servant Leadership and Employee Engagement: A Qualitative Study
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- Authors
- Karatepe, O. M., Ozturk, A., & Kim, T. T.
- Affiliations
- Eastern Mediterranean University (CY)
- Kyung Hee University (KR)
- Corresponding author
- Ozturk, Anastasia
- Venue
- The Service Industries Journal
- Publisher
- Informa UK Limited
- Published
- 2018-04-24
- Volume
- 39
- Issue
- 2
- Pages
- 86-108
- ISSN
- 0264-2069 (ISSN-L)
- 1743-9507
- OpenAlex
- W2802570415
- Cited by
- 137
- References
- 8
- Citations by year
- 2026: 5 · 2025: 9 · 2024: 15 · 2023: 29 · 2022: 24 · 2021: 24 · 2020: 18 · 2019: 11 · 2018: 2
- FWCI
- 22.75
- Type
- journal article
- Language
- en
- Open access
- green
- hdl.handle.net
- Licence
- cc-by-nc-nd
- Locations
- Service Industries Journal (publishedVersion)
- RePEc: Research Papers in Economics (submittedVersion)
- Eastern Mediterranean University Institutional Repository (Eastern Mediterranean University) (submittedVersion, cc-by-nc-nd)
- Topics
- Social Sciences › Business, Management and Accounting › Organizational Behavior and Human Resource Management › Job Satisfaction and Organizational Behavior
- Social Sciences › Human Factors and Ergonomics › Employee Performance and Management
- Social Sciences › Business, Management and Accounting › Organizational Behavior and Human Resource Management › Employee Performance and Leadership
- Keywords
- servant leadership, organizational trust, bank employees, frontline workers, creative performance, service recovery performance, social exchange theory, mediation
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