Purpose

In a banking context, this study applies uncertainty management theory (UMT) to test the impact of managerial indecisiveness on salespersons' trust in their manager, perceived role ambiguity and turnover intentions. In addition, the moderating role of managers' leadership style on the link between indecisiveness perceptions and role ambiguity is tested.

Design/methodology/approach

A questionnaire was distributed among customer facing employees from a multinational bank in one of the large metropolitan cities in India. In total, out of 360 questionnaires distributed, 255 responses were coded for analysis resulting in a response rate of 71%. Structural equation modeling, mediation and moderation analyses were applied.

Findings

Perceptions of managerial indecisiveness strengthen role ambiguity, which negatively impacts trust in the manager, which in turn increases turnover intentions. The level of participative leadership moderates the link between indecisiveness and role ambiguity.

Originality/value

This is one of the first studies in the sales literature that examines how managerial indecisiveness, role ambiguity and trust in the supervisor can impact salespersons' turnover intentions. Thus, this research makes a useful contribution by examining how managers' decision-making style can shape employee cognition and behavior at the workplace.

中文翻译：

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管理优柔寡断的后果

目的

在银行业背景下，本研究应用不确定性管理理论 (UMT) 来测试管理优柔寡断对销售人员对其经理的信任、感知的角色模糊性和离职意向的影响。此外，还测试了管理者领导风格对优柔寡断感知和角色模糊之间联系的调节作用。

设计/方法/方法

一份调查问卷分发给了印度某大城市的一家跨国银行面向客户的员工。总共分发了 360 份问卷，对 255 份答复进行了编码分析，答复率为 71%。应用了结构方程建模、中介和调节分析。

发现

对管理优柔寡断的看法加强了角色的模糊性，这会对对经理的信任产生负面影响，进而增加离职倾向。参与式领导的水平缓和了优柔寡断和角色模糊之间的联系。

原创性/价值

这是销售文献中的首批研究之一，该研究考察了管理上的优柔寡断、角色模糊和对主管的信任如何影响销售人员的离职意向。因此，本研究通过检验管理者的决策风格如何影响员工在工作场所的认知和行为，做出了有益的贡献。