THE RELATIONSHIP BETWEEN AFFECTIVE TRUST, COGNITIVE TRUST AND ORGANIZATIONAL CITIZENSHIP BEHAVIOR IN CAFE ORGANIZATION
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Abstract
The objectives of this research are as follows: (1) to study population demographics, trust, and good organizational citizenship behavior of the personnel of the coffee shop business; (2) to compare good organizational citizenship behavior of the personnel of the coffee shop business when affective trust is an intervening variable and when cognitive trust is an intervening variable; and (3) to study the predictive models of good organizational citizenship behavior within the organization when affective trust is an intervening variable and when cognitive trust is an intervening variable. This research was conducted by collecting questionnaires from 604 practitioner-level employees of chained coffee shops in Bangkok. Research data were statistically analyzed with the use of structural equation modeling. The research findings reveal that affective trust and cognitive trust for colleagues at the same level are intervening variables between affective trust and cognitive trust for the administrators; the affective trust and cognitive trust for the immediate superior affect good organizational citizenship behavior; and affective trust for colleagues at the same level have an impact on cognitive trust for colleagues at the same level, which in turn leads to the impact on the occurring of good organizational citizenship behavior within the organization. Future research should explore other organizations, such as those in the hotel industry with departmental divisions, as well as organizations with different cultures.
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