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.