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http://dx.doi.org/10.29214/damis.2019.38.3.002

The effect of trust on supervisor on job engagement and prosocial behavior -Focused on the moderating effects of supervisor's gratitude expressions-  

Cho, Sang-Lee (Dept. of Distribution & Logistics, Dong-eui University)
Publication Information
Management & Information Systems Review / v.38, no.3, 2019 , pp. 21-34 More about this Journal
Abstract
It is a very important task for managers to motivate employees who work at service encounters where interaction with customers is important. The purpose of this study is to propose the trust of supervisor and supervisor's expressions as factors that can enhance or strengthen employees' prosocial behavior. Hierarchical regression analysis was used for this purpose. The results and implications are as follows. First, trust toward supervisors appeared to be a factor to improve employees'engagement. Second, job engagement has a positive effect on prosocial behavior of employees, that is, customer oriented behavior and organizational citizenship behavior. Finally, this work confirmed the moderating effect of the supervisor's gratitude expressions in the relationship between trust toward supervisor and job engagement. Research on gratitude in the marketing field is still in its infancy, and previous researches are focused on business and consumer relations. Expressing gratitude can be a natural tendency. This study suggests that gratitude expression should be introduced as part of organizational culture.
Keywords
Trust; Engagement; Customer Oriented Behavior; Organizational Citizenship Behavior;
Citations & Related Records
Times Cited By KSCI : 1  (Citation Analysis)
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