Employees' Perceptions of Organizational Trust and Service Climate: A Structural Model Combining their Effects on Employee Satisfaction

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Title Employees' Perceptions of Organizational Trust and Service Climate: A Structural Model Combining their Effects on Employee Satisfaction
Author Chathoth, Prakash; Mak, Brenda; Jauhari, Vinnie; Manaktola, Kamal
Journal Name Journal of Hospitality and Tourism Research
Year Published 2007
Place of publication United States
Publisher SAGE
Abstract In this article, the authors extend prior research on employees'perception of service climate by testing the impact of employees'perception of organizational trust on service climate and employee satisfaction. Multidimensional constructs of trust and service climate were developed using the literature in the trust and service management domains. Results support the hypothesized relationships between the constructs, in that trust affects service climate and employee satisfaction, whereas service climate affects employee satisfaction in a significant way. Implications for practitioners and future research ensue, which underscores the importance of building trust and service climate to ensure employee satisfaction in hotel firms.
Peer Reviewed Yes
Published Yes
Alternative URI http://dx.doi.org/10.1177/1096348007299922
Volume 31
Issue Number 3
Page from 338
Page to 357
ISSN 1096-3480
Date Accessioned 2011-03-31
Date Available 2011-05-30T06:56:44Z
Language en_AU
Faculty Griffith Business School
Subject Hospitality Management
URI http://hdl.handle.net/10072/38878
Publication Type Journal Articles (Refereed Article)
Publication Type Code c1x

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