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Abstract


PERCEPTION OF LEADERSHIP STYLES AND TRUST IN MANAGERS IN SERVICE INDUSTRY: AN APPLICATION IN BANKING SECTOR

Service; It is a labor intensive and humanitarian process where human needs are met through humanitarian efforts and actions. The service process is related to the effective use of input sources which have been converted into value for customers. At the end of the service process while the assets and capabilities of the business turn into value for the customer at the same time the service turns into economic results for the enterprise. At the end of a process with high efficiency a value must be generated for the customer and an appropriate profit effect for the service provider. Although the input sources are used efficiently in the service process the perceived customer value may change, and the profit capability of the enterprise may not be the same. Therefore, service workers and managers play an important role in the success and distribution of the business. If the service worker is inadequate and there is no trust in management then the technical output of the service will fail, and operational damage will occur. The customer perceives the employees' lack of skills and this reduces the perception of the functional quality of the business. The technical skill, quality and efficiency of operating personnel need to develop simultaneously. In this process, the leadership style of the manager and the trust in the manager are important. The purpose of this study is to empirically analyze the relationship between the perception of leadership styles of employees in the banking sector and their trust in their managers. Firstly, the perceived leadership style and confidence in the manager are explained. In this framework, three dimensions of leadership styles developed by Ogbonna and Harris are discussed. The trust in manager scale was examined in terms of two dimensions which were put forward by McAllister. The research data were applied in the banks in Istanbul and 200 people participated in this research. In order to determine cause-effect relationships in the study, simple linear correlation and multiple linear regression analyzes were applied. As a result of the research, it was found that there is a relationship between the perceived leadership style and trust in the manager.



Keywords
Leadership, Leadership Style, Perceived Leadership Style, Trust in Manager, Banking Sector



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