How Could Leader Inspire Front-Line Employee's Trust and Service Performance in Service Team: Evidence from China

Based on leader character-based and relationship-based perspectives, this paper explores the mechanisms that how team leader could inspire front-line employee's trust and service performance. Using 280 paired samples from 11 service teams, we found that team leader could enhance team member's service performance by leader honesty (character-based perspective) and leader-member exchange (relationship-based approach), which are mediated by follower's trust in their team leader. Implications for service team and HRM in leader training are discussed in the end.