基层经理上司信任产生及作用过程研究
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摘要
在我国经济和社会转型的过程中,尤其是近年国际金融风暴影响下的全球经济环境下,企业对外面临着不确定的经营环境,对内则面临着与员工间利益冲突及沟通不善等问题。随着组织扁平化的发展趋势,基于心理契约的管理方式逐渐替代了原本单纯的经济契约,员工信任是这一环境下企业管理重要的润滑剂,信任的构建和提升成为当前我国企业管理者普遍关注的一个问题。中层管理者是作为企业战略得以实施的重要基础,其领导有效性的实现很大程度上取决于其下属(基层管理者)的支持与表现,而来自基层经理的信任在这一过程中起到了不容忽视的作用。
本研究以中层经理的领导过程为例对上司信任产生及作用过程进行研究,致力于回答以下两个问题。第一个问题是,领导怎样获取下属的信任?在传统的关于领导行为与上司信任关系研究的基础上,本研究从社会交换和角色互动的视角对上司信任产生的认知及情感过程进行分析,对领导行为与上司信任间关系进行研究:此外,本研究对领导价值观在这一过程中的调节作用进行探索和验证。第二个问题是,下属的上司信任能够带来怎样的结果?在上司信任产生的认知和情感过程基础上,本研究对基于认知的上司信任和基于情感的上司信任的作用过程及结果进行分析。
在对组织行为学研究现状分析的基础上,本研究对行动理论基本观点及核心框架进行分析,提出对组织行为学研究的启示,并以该理论为基础对研究框架进行梳理。在对相关理论(领导理论、信任理论、价值观理论)进行回顾的基础上,对研究问题进行聚焦,提出本研究的目标、内容及基本构思。在一系列社会学理论(交换理论、符号互动理论和角色理论)推演的基础上,对本研究核心变量间的关系进行假设,形成了包含因果作用、中介作用及调节作用假设的研究模型。此后,在对核心变量进行清晰定义的基础上,借鉴现有文献中相关量表设计了初始问卷,并通过小规模的预调研对初始量表进行修订,形成最终的问卷。随后,以酒店业数据为样本进行大规模调研,收集了来自21家酒店的98位中层经理与431位基层经理的配对数据对本研究的理论模型进行验证,并对研究结果进行总结和讨论。
本研究的结论主要有:
(1)上司信任具备基于认知和基于情感的二维结构。在对信任产生的认知与情感过程分析的基础上,本研究认为上司信任具备基于认知和基于情感的二维结构。在文献分析的基础上,经过预调研与专家访谈形成了包含认知和情感维度的上司信任量表,实证研究结果表明量表具有较好的信度和效度,这也支持了本研究提出的基于认知与情感的信任产生过程模型。
(2)领导行为与上司信任的关系显著。本研究从信任产生的认知与情感过程出发,分析了变革型领导和交易型领导的作用过程,研究证实变革型领导能够分别通过社会交换和角色互动过程获得下属的认知信任和情感信任,而交易型领导则主要通过社会交换过程获得下属的认知信任。
(3)领导阴性价值观在变革型领导与认知上司信任间起调节作用。领导者阴性价值观越强,变革型领导与基于认知的上司信任间的关系越显著,而变革型领导与基于情感的上司信任、交易型领导与基于认知的上司信任间的关系不受这一作用调节。
(4)上司信任在领导行为与下属表现间起中介作用。基于情感的上司信任在变革型领导和员工态度(情感承诺和离职意图)之间起中介作用;基于认知的上司信任在变革型领导风格和任务绩效之间起中介作用,在交易型领导风格和任务绩效之间起中介作用。这一结果验证了变革型领导风格通过基于认知和情感的过程对员工的上司信任产生影响,进而影响到员工的表现,而交易型领导风格通过基于认知的过程对员工的上司信任及表现产生影响。
During the economy and societal transformational period, companies in China have experienced great transform on both operational process and spirits. With the trend of being flat, trust in organizational context has become more and more important to both individual and overall performance of the organization. The employees who trust in their supervisor show more corporation with the decision and arrangement of their leader, which in turn leads to positive (attitudinal, behavioral and performace) outcomes. The issues of trust building has gained more and more interest of managers in China. As the base of strategy practice, middle manager has their performance completed by managing their subordinates, during which the subordinates' trust plays an important role.
The dissertation aims to investigate the answer of two questions. The first question is how can leaders gain the trust from their subordinates? With considering the contextual factors where leadership works, the current question transfers into another expression, that is "how can different kind of leaders gain the trust from their subordinates in particular context?" Based on the established research about leadership and trust, we will try to explain the role leader values plays in the process; also we will apply the cognitive-affective perspective to explore the development and constitution of trust. The second question is what trust in supervisor means to the organization? Based on the cognitive and affective process of trust development, I will try to explain the mechanism trust works to improve subordinate's attitude, behavior and performance.
Based on the reviews on the literatures focusing on action theory, trust theory, value theory and leadership theory, this dissertation clarifies its major objectives and main contents. After that, I formulate several theoretical hypotheses and construct theoretical and empirical models which include the main, mediating, moderating effects through the lenses of action theory, social exchange theory, symbolic interaction theory and role theory. Then I design the questionnaire with established scales from the literature. A pilot research is designed to finalize the questionnaire. Then I process the mass sample survey to collect data used to test the model. At last, I illustrate the research findings, theoretical contributions, managerial implications, possible shortcomings and implications for future research of the dissertation.
The main conclusion are listed as follows:
(1) The construct of trust in supervisor is constituted by cognitive-based trust and affective-based trust. Based on the analysis of cognitive and affective process of trust-building, the research argues that subordinats' trust in supervisor consists of two dimension: cognition-based trust in supervisor and affect-based trust in supervisor. Based on related literature I designed the instrument of trust in supervisor and has the scale confirmed via pilot test. The validity and reliability test suggests that the scale is accepted.
(2) Leadership style predicts trust in supervisor. Based on the cognitive and affective process of trust building, I analyzed the process of leadership (transformal leadership and transactional leadership) and come up with the hypothesis between leadership style and trust in supervisor. The research supports the hypothesis that transformal leadership predicts both cognition and affect-based trust in supervisor with the process of social exchange and role interaction, while transactional leadership predicts cognition-based trust with the process of social exchange.
(3) Leader's value orientation moderates the relationship between leadership style and subordinate's trust in supervisor. The relationship between transformational leadership and cognitive-based trust in supervisor is enhanced when leader holds high Yin value.
(4) Trust in supervisor mediates the relationship between leadership style and subordinate outcome. To be detailed, affect-based trust in supervisor mediates the relationship between transformational leadership and subordinate attitude (affective commitment and turnover intention); cognition-based trust in supervisor mediates both the relationship between transformational leadership and task performance, and the relationship between transactional leadership and task performance.
本研究以中层经理的领导过程为例对上司信任产生及作用过程进行研究,致力于回答以下两个问题。第一个问题是,领导怎样获取下属的信任?在传统的关于领导行为与上司信任关系研究的基础上,本研究从社会交换和角色互动的视角对上司信任产生的认知及情感过程进行分析,对领导行为与上司信任间关系进行研究:此外,本研究对领导价值观在这一过程中的调节作用进行探索和验证。第二个问题是,下属的上司信任能够带来怎样的结果?在上司信任产生的认知和情感过程基础上,本研究对基于认知的上司信任和基于情感的上司信任的作用过程及结果进行分析。
在对组织行为学研究现状分析的基础上,本研究对行动理论基本观点及核心框架进行分析,提出对组织行为学研究的启示,并以该理论为基础对研究框架进行梳理。在对相关理论(领导理论、信任理论、价值观理论)进行回顾的基础上,对研究问题进行聚焦,提出本研究的目标、内容及基本构思。在一系列社会学理论(交换理论、符号互动理论和角色理论)推演的基础上,对本研究核心变量间的关系进行假设,形成了包含因果作用、中介作用及调节作用假设的研究模型。此后,在对核心变量进行清晰定义的基础上,借鉴现有文献中相关量表设计了初始问卷,并通过小规模的预调研对初始量表进行修订,形成最终的问卷。随后,以酒店业数据为样本进行大规模调研,收集了来自21家酒店的98位中层经理与431位基层经理的配对数据对本研究的理论模型进行验证,并对研究结果进行总结和讨论。
本研究的结论主要有:
(1)上司信任具备基于认知和基于情感的二维结构。在对信任产生的认知与情感过程分析的基础上,本研究认为上司信任具备基于认知和基于情感的二维结构。在文献分析的基础上,经过预调研与专家访谈形成了包含认知和情感维度的上司信任量表,实证研究结果表明量表具有较好的信度和效度,这也支持了本研究提出的基于认知与情感的信任产生过程模型。
(2)领导行为与上司信任的关系显著。本研究从信任产生的认知与情感过程出发,分析了变革型领导和交易型领导的作用过程,研究证实变革型领导能够分别通过社会交换和角色互动过程获得下属的认知信任和情感信任,而交易型领导则主要通过社会交换过程获得下属的认知信任。
(3)领导阴性价值观在变革型领导与认知上司信任间起调节作用。领导者阴性价值观越强,变革型领导与基于认知的上司信任间的关系越显著,而变革型领导与基于情感的上司信任、交易型领导与基于认知的上司信任间的关系不受这一作用调节。
(4)上司信任在领导行为与下属表现间起中介作用。基于情感的上司信任在变革型领导和员工态度(情感承诺和离职意图)之间起中介作用;基于认知的上司信任在变革型领导风格和任务绩效之间起中介作用,在交易型领导风格和任务绩效之间起中介作用。这一结果验证了变革型领导风格通过基于认知和情感的过程对员工的上司信任产生影响,进而影响到员工的表现,而交易型领导风格通过基于认知的过程对员工的上司信任及表现产生影响。
During the economy and societal transformational period, companies in China have experienced great transform on both operational process and spirits. With the trend of being flat, trust in organizational context has become more and more important to both individual and overall performance of the organization. The employees who trust in their supervisor show more corporation with the decision and arrangement of their leader, which in turn leads to positive (attitudinal, behavioral and performace) outcomes. The issues of trust building has gained more and more interest of managers in China. As the base of strategy practice, middle manager has their performance completed by managing their subordinates, during which the subordinates' trust plays an important role.
The dissertation aims to investigate the answer of two questions. The first question is how can leaders gain the trust from their subordinates? With considering the contextual factors where leadership works, the current question transfers into another expression, that is "how can different kind of leaders gain the trust from their subordinates in particular context?" Based on the established research about leadership and trust, we will try to explain the role leader values plays in the process; also we will apply the cognitive-affective perspective to explore the development and constitution of trust. The second question is what trust in supervisor means to the organization? Based on the cognitive and affective process of trust development, I will try to explain the mechanism trust works to improve subordinate's attitude, behavior and performance.
Based on the reviews on the literatures focusing on action theory, trust theory, value theory and leadership theory, this dissertation clarifies its major objectives and main contents. After that, I formulate several theoretical hypotheses and construct theoretical and empirical models which include the main, mediating, moderating effects through the lenses of action theory, social exchange theory, symbolic interaction theory and role theory. Then I design the questionnaire with established scales from the literature. A pilot research is designed to finalize the questionnaire. Then I process the mass sample survey to collect data used to test the model. At last, I illustrate the research findings, theoretical contributions, managerial implications, possible shortcomings and implications for future research of the dissertation.
The main conclusion are listed as follows:
(1) The construct of trust in supervisor is constituted by cognitive-based trust and affective-based trust. Based on the analysis of cognitive and affective process of trust-building, the research argues that subordinats' trust in supervisor consists of two dimension: cognition-based trust in supervisor and affect-based trust in supervisor. Based on related literature I designed the instrument of trust in supervisor and has the scale confirmed via pilot test. The validity and reliability test suggests that the scale is accepted.
(2) Leadership style predicts trust in supervisor. Based on the cognitive and affective process of trust building, I analyzed the process of leadership (transformal leadership and transactional leadership) and come up with the hypothesis between leadership style and trust in supervisor. The research supports the hypothesis that transformal leadership predicts both cognition and affect-based trust in supervisor with the process of social exchange and role interaction, while transactional leadership predicts cognition-based trust with the process of social exchange.
(3) Leader's value orientation moderates the relationship between leadership style and subordinate's trust in supervisor. The relationship between transformational leadership and cognitive-based trust in supervisor is enhanced when leader holds high Yin value.
(4) Trust in supervisor mediates the relationship between leadership style and subordinate outcome. To be detailed, affect-based trust in supervisor mediates the relationship between transformational leadership and subordinate attitude (affective commitment and turnover intention); cognition-based trust in supervisor mediates both the relationship between transformational leadership and task performance, and the relationship between transactional leadership and task performance.
引文
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