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Servant leadership, organisational trust, and bank employee outcomes

Author

Listed:
  • Osman M. Karatepe
  • Anastasia Ozturk
  • Taegoo Terry Kim

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.

Suggested Citation

  • Osman M. Karatepe & Anastasia Ozturk & Taegoo Terry Kim, 2019. "Servant leadership, organisational trust, and bank employee outcomes," The Service Industries Journal, Taylor & Francis Journals, vol. 39(2), pages 86-108, January.
    • Handle: RePEc:taf:servic:v:39:y:2019:i:2:p:86-108
    DOI: 10.1080/02642069.2018.1464559
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    Citations

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    Cited by:

    1. Muhammad Imran Hanif & Zarbakht Baloch & Salman Baig, 2020. "How Servant Leadership Affect the Organizational Trust with Mediating Role of Technological Innovation?," International Review of Management and Marketing, Econjournals, vol. 10(5), pages 74-84.
    2. Amina Amari & Mohamed Mousa & Walid Chaouali & Zohra Ghali-Zinoubi & Narjess Aloui, 2023. "Dr. Jekyll or Mr. Hyde? Unpacking the Effects of Flexitime and Flexiplace: a Study on MENA Region," Public Organization Review, Springer, vol. 23(4), pages 1333-1352, December.
    3. Mansour Alyahya & Meqbel Aliedan & Gomaa Agag & Ziad H. Abdelmoety, 2023. "The Antecedents of Hotels’ Green Creativity: The Role of Green HRM, Environmentally Specific Servant Leadership, and Psychological Green Climate," Sustainability, MDPI, vol. 15(3), pages 1-18, February.
    4. Altinay, Levent & Kinali Madanoglu, Gulsevim & Kromidha, Endrit & Nurmagambetova, Armiyash & Madanoglu, Melih, 2021. "Mental aspects of cultural intelligence and self-creativity of nascent entrepreneurs: The mediating role of emotionality," Journal of Business Research, Elsevier, vol. 131(C), pages 793-802.
    5. Naveed Ahmad & Miklas Scholz & Muhammad Zulqarnain Arshad & Syed Khuram Ali Jafri & Raja Irfan Sabir & Waris Ali Khan & Heesup Han, 2021. "The Inter-Relation of Corporate Social Responsibility at Employee Level, Servant Leadership, and Innovative Work Behavior in the Time of Crisis from the Healthcare Sector of Pakistan," IJERPH, MDPI, vol. 18(9), pages 1-16, April.
    6. Ximeng Jia & Chen Chen & Yaoqin Li & Mengyu Hao, 2023. "From childhood poverty to good boss: the impact of CEO's early-life experience on corporate employee responsibility," Asian Business & Management, Palgrave Macmillan, vol. 22(5), pages 1937-1961, November.
    7. Servet Nasifoglu Elidemir & Ali Ozturen & Steven W. Bayighomog, 2020. "Innovative Behaviors, Employee Creativity, and Sustainable Competitive Advantage: A Moderated Mediation," Sustainability, MDPI, vol. 12(8), pages 1-18, April.
    8. Olga Kosykh & Hanna Roh & Robert Hart, 2023. "Self-Expressiveness in Slow Tourism as a Sustainable Driver: The Trans-Siberian Railway Travel Experience," Sustainability, MDPI, vol. 15(10), pages 1-19, May.

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