The Effect of Trust at Work, Knowledge Sharing Behavior, and Innovative Behavior on The Operational Performance: Empirical Analysis on Courier and Delivery Services Firms

Abstract

Purpose-Courier & Delivery Services (CDS) firms are third-party logistics companies that provide material flow between the manufacturer and the consumer. The operational performance of CDS firms determines the success of logistics performance. Trust at work (TW), Knowledge Sharing Behavior (KSB), and Innovative Behavior (IB) are among the variables that affect operational performance (OP). This research purposes to determine the effect of TW, KSB,and IB on operational performance and to decide the finest model structure with hierarchical regression analysis.Design/methodology/approach-This study aims to the effects of trust at work, knowledge-sharing behavior, and innovative behavior on operational performance. With this context, a survey that consists of items about trust at work knowledge sharing behavior, innovative behavior, and organizational performance is used for creating a dataset.In this process, 433 employees of CDS were interviewed face-to-face, via e-mail, and by telephone. 3 model proposals are presented and these models are tested by hierarchical regression analysis. Findings-Proposed Model-3 is the best model structure for explanation TW, KSB, and IB’s effects of on OP. Discussion –To improve the operational performance of CDS companies, trust, knowledge-sharing behavior, and innovative behavior should be considered holistically.