This study aims to investigate the impact of managers’ transformational leadership on employees’ quality of work life through the mediation effect of firms’ climate of trust in the hospitality industry. The study was conducted with operational employees working in three-star hotels in Bangladesh. Data were gathered from 186 respondents by a structured questionnaire and analyzed by SPSS 21 and SmartPLS 3.0 software. To test the hypothesized model, the study used a partial least squares structural equation model (PLS-SEM) by SmartPLS 3.0. The results of this study revealed the strong direct effects (p < .05) of managers’ transformational leadership (β = 0.433) and firm’s trust climate (β = 0.183) on the employees’ quality of work life with a variance (R2) of 31.9%, and also the significant impact of managers’ transformational leadership (β = 0.599) on firm’s trust climate with a variance (R2) of 35.9%. The study also exposed a significant mediation effect (p < .05) of firms’ climate of trust (β = 0.112) in the relationship between managers’ transformational leadership and employees’ quality of work life. The findings suggest that a trust climate is such an internal mechanism that can convert transformational leadership practices into employee satisfaction with their professional life, while transformational managers can build the climate as well as enrich people’s lives at work.

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TQM merupakan satu falsafah pengurusan yang bermatlamatkan penambahbaikan produk atau perkhidmatan yang berterusan bagi memastikan kepuasan pelanggan terus dipertingkatkan. Secara konvensional TQM memberi penumpuan kepada sentuhan teknikal seperti kawalan proses secara statistik, analisis reliabiliti dan reka bentuk produk yang dianggap begitu penting kepada pembaikan kualiti.Pendekatan ini dilihat sebagai lebih keras kerana lebih berorientasikan kuantitatif, penepatan sasaran kerja yang jelas dan penyelesaian permasalahan yang lebih berstruktur serta bersistematik.Kesan daripada situasi ini menjadikan pembangunan organisasi lebih mudah dijangka dan jika pengurus menyedari berlakunya kesilapan adalah lebih mudah bagi mereka untuk berpatah balik dengan membuat penyusunan semula proses dan struktur yang difikirkan lebih sesuai. Justeru, buku Strategi TQM: Dwidimensi ini menghuraikan beberapa aspek yang penting untuk tatapan dan pemahaman para pembaca khususnya dari sudut kualiti.

The study aimed to investigate the impact of hotels' organizational justice (OJ) on the quality of employees' work life (QWL), with the mediation effect of teams' climate of trust (CT). Social Exchange Theory was employed to support the research framework. Data were collected using 281 questionnaires from the operational employees of 3-star hotels in Bangladesh and assessed by SPSS version 21 and SmartPLS 3.0 software. Data were validated by a measurement model and hypotheses were tested by a structural model using the PLS-SEM approach. The study discovered significant effects of hotels’ organizational justice (β=0.271) and team’s climate of trust (β=0.362) on employees’ quality of work life (R2=27.7%). It also reveals the effect of the hotel's OJ (β=0.369) on teams’ CT (R2=13.6%), and a partial mediation effect of team's CT (β=0.134) in the relationship between the hotel's OJ and employees' QWL. Results indicate that hotels' organizational justice practices enrich employees' quality of work life and nurture mutual trust among the team members, while a team's climate of trust can convert hotels' organizational justice into employees' quality of work life. These findings would inspire the hotel authorities in practicing organizational justice to develop a trusting climate in the working teams, and designing QWL programs for attaining employee satisfaction. The study was limited to the Bangladesh hotel industry which restricts the generalizability of its results.