본 연구는 여러 유형의 리더십 가운데 변혁적 리더십이 상사와 부하의 상호작용이 활발한 팀 제로 운영되는 여행사 조직의 유효성을 높일 수 있는 리더십이라 판단하여, 변혁적 리더십과 상사에 대한 신뢰가 여행사 종사자의 서비스개선 행동과 이직의도에 미치는 영향을 살펴보고, 여행사 경영의 효율성을 높이기 위한 이들 변수의 효과성을 검증하고자 한다. 실증 분석을 통해 본 연구에서 제시한 연구문제를 검증한 결과는 다음과 같다. 첫째, 변혁적 리더십과 상사에 대한 신뢰는 여행사 종사자의 서비스개선 행동에는 긍정적 영향을 미치는 요인으로, 이직의도에는 부정적 영향을 미치는 요인으로 나타났다. 둘째, 변혁적 리더십과 상사에 대한 신뢰가 서비스개선 행동에 미치는 효과성을 살펴본 결과 변혁적 리더십만이 영향을 미치는 것으로 나타났다. 즉, 상사의 변혁적 리더십이 상사에 대한 신뢰보다 여행사 종사자의 서비스개선 행동에 더 큰 영향을 미치고 있음을 알 수 있었다. 셋째, 변혁적 리더십과 상사에 대한 신뢰가 이직의도에 미치는 효과성을 살펴본 결과 상사에 대한 신뢰만이 영향을 미치는 요인으로 나타났다. 즉, 상사에 대한 신뢰는 변혁적 리더십 보다 이직의도에 더 큰 영향을 미치고 있음을 알 수 있었다.

The main purpose of this study is to examine the influence of transformational leadership and trust-in-supervisor on service improvement behavior and turnover intention of the employees in travel agencies, also to examine which variables can improve management efficiency in travel agencies. The assumption is that transformational leadership is the most effective leadership among the various types of leadership to improve organizational effectiveness in team-based travel agencies which have an active interaction between supervisors and subordinates. The results obtained through empirical analysis are as follows. First, transformational leadership and trust-in-supervisor have a positive effect on service improvement behavior of the employees in travel agencies, but a negative effect on turnover intention. Second, through the effectiveness examination of transformational leadership and trust-in-Supervisor on service improvement behavior, only transformational leadership is proved to have an effect on service improvement behavior. Namely, supervisor's transformational leadership has a greater effect than trust-in-supervisor. Third, through the influence examination of transformational leadership and trust- in-supervisor on turnover intention, only trust-in-supervisor has an effect on turnover intention. Namely, trust-in-supervisor has a greater effect than transformational leadership.

The main purpose of this study is to examine the influence of transformational leadership and trust-in-supervisor on service improvement behavior and turnover intention of the employees in travel agencies, also to examine which variables can improve management efficiency in travel agencies. The assumption is that transformational leadership is the most effective leadership among the various types of leadership to improve organizational effectiveness in team-based travel agencies which have an active interaction between supervisors and subordinates. The results obtained through empirical analysis are as follows. First, transformational leadership and trust-in-supervisor have a positive effect on service improvement behavior of the employees in travel agencies, but a negative effect on turnover intention. Second, through the effectiveness examination of transformational leadership and trust-in-Supervisor on service improvement behavior, only transformational leadership is proved to have an effect on service improvement behavior. Namely, supervisor's transformational leadership has a greater effect than trust-in-supervisor. Third, through the influence examination of transformational leadership and trust- in-supervisor on turnover intention, only trust-in-supervisor has an effect on turnover intention. Namely, trust-in-supervisor has a greater effect than transformational leadership.

Transformational Leadership, Trust-in-Supervisor, Service Improvement Behavior, Turnover Intention