อิทธิพลของความไว้วางใจต่อประสิทธิผลของการทำงานเป็นทีมในธุรกิจบริการ

Abstract

PURPOSES: This research studied the influence of affective and cognitive trust towards teamwork’s effectiveness of employees in service industry. METHODS: This quantitative research studied 237 participants who were employees at Novotel Suvarnabhumi Airport Hotel with a questionnaire, the reliability of items on affective and cognitive trust and teamwork effectiveness being 0.92.The principal analytical technique was multiple regression analysis. RESULTS: The research results showed that affective trust as well as cognitive trust of the service industry’s employees had significant influence on teamwork effectiveness at the level of p < 0.01. CONCLUSIONS: Team work effectiveness depended on affective and cognitive trust among team members. For policy purpose to enhance teamwork effectiveness, affective and cognitive trust among team members is needed to be established.