관리자의 임파워링 리더십과 종업원들의 협력행동간 관계: 후원인식의 조절역할

As Korea society has changed from manufacture based economy to servicebased economy, frontline employees’ role has critically influenced on the rise andfall of organization, According to frontline employees’ job characteristics such ascomplex & adaptive job, moment of trust, and customers heterogeneous needs,frontline employees have authority to handle customers demand, complaint, negotiation,and so on. It would be reasonable to assume that shop manager showsleadership of empowerment, authority sharing. Empowering leadership encouragesemployees cooperation, and headquarter’s perceived team support will enhanceemployees cooperative behaviors through increasing the quality of shop-membersexchange. Based on social exchange theory, to enhance the effectiveness of shop,shop manager should give the discretionary authority to frontline employees, asheadquarter needs to show the consideration and support to shop, frontlineemployees. This study investigated the effect of shop manager’s empowering leadership onfrontline employees’ cooperative behaviors and moderating effect of headquarter’sperceived team support. This study collected data from 121 shop managers and341 frontline employees. The results showed that shop manager’s empoweringleadership had positive effects on frontline employees’ cooperative behaviors. But,headquarter’s perceived team support showed the negatively moderated effect onthe relationship between shop manager’s empowering leadership and frontlineemployees’ cooperative behaviors. Based on agency theory, frontline employeesmay consider headquarter’s perceived shop support as a monitor employee’s behaviors. We discussed research implications and suggested future research directions.