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http://dx.doi.org/10.20878/cshr.2016.22.8.1

The Role of Team Trust and Cooperative Behavior on Food-service Employees' Service Performance - The Moderating Role of Teamwork Competency and Other Department Support -  

Kim, Youngjoong (Dept. of Hotel and Tourism Management, Dongguk University)
Chun, Byunggil (Dept. of Hotel and Tourism Management, Dongguk University)
Publication Information
Culinary science and hospitality research / v.22, no.8, 2016 , pp. 1-16 More about this Journal
Abstract
The purpose of this study is to verify the effects of team trust and cooperative behavior on the food-service employees' perceived service performance as well as the moderating effects of team competency and other department support in the relationship among the team trust, cooperative behavior, and service performance of food-service employees. We conducted a survey of 1,080 food-service employees working in 8 hotels and 4 food-service stores located in Seoul, Gyeonggi, Song-do, Gyeongju, and Busan, and 841 food-service employees were employed for statistical analysis except unreliable responses. As a result of a SEM (structural equation modeling) analysis to confirm hypotheses, it was found that team trust (leader trust and co-worker trust) had a positive effect on the cooperative behavior. In addition, the cooperative behavior had a positive influence on the food-service employees' perceived service performance. Also found was the moderating effect of other department support in the relationship between the cooperative behavior and food-service employees' perceived service performance. Based on the research findings, we discussed its academic and practical implications, and suggestions on the future research.
Keywords
team trust; cooperative behavior; service performance; teamwork competency; other department support;
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Times Cited By KSCI : 2  (Citation Analysis)
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