관리자의 임파워링 리더십과 종업원들의 협력행동간 관계

다국어 초록 (Multilingual Abstract)

As Korea society has changed from manufacture based economy to service based economy, frontline employees' role has critically influenced on the rise and fall of organization, According to frontline employees' job characteristics such as complex & adaptive job, moment of trust, and customers heterogeneous needs, frontline employees have authority to handle customers demand, complaint, negoti-ation, and so on. It would be reasonable to assume that shop manager shows leadership of empowerment, authority sharing. Empowering leadership encourages employees cooperation, and headquarter's perceived team support will enhance employees cooperative behaviors through increasing the quality of shop-members exchange. Based on social exchange theory, to enhance the effectiveness of shop, shop manager should give the discretionary authority to frontline employees, as headquarter needs to show the consideration and support to shop, frontline employees.
This study investigated the effect of shop manager's empowering leadership on frontline employees' cooperative behaviors and moderating effect of headquarter's perceived team support. This study collected data from 121 shop managers and 341 frontline employees. The results showed that shop manager's empowering leadership had positive effects on frontline employees' cooperative behaviors. But, headquarter's perceived team support showed the negatively moderated effect on the relationship between shop manager's empowering leadership and frontline employees' cooperative behaviors. Based on agency theory, frontline employees may consider headquarter's perceived shop support as a monitor employee's behaviors. We discussed research implications and suggested future research directions.

참고문헌 (Reference)

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