Employees' Perceptions of Organizational Trust and Service Climate: a Structural Model Combining Their Effects On Employee Satisfaction

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.

Bridging the gap: An examination of the relative alignment of hospitality research and industry priorities

“…In consideration of this literature, it is the human resource issues that dominate the research with 38% of the hotel related research papers investigating various HR themes. For example, given the challenges presented to the tourism and hospitality industry to attract and retain good employees, extensive research, in the hotel context, has been undertaken to investigate employee satisfaction and its relationship to factors such as organisational trust (e.g., Chathoth et al, 2007), intention to leave (e.g., and work-family conflict (e.g., . In addition to undertaking research that is concerned with developing insight into the attitudes of the hotel workforce, other HR issues explored required skills (e.g., Burgess, 2007;Baum, 2006) which has also led to research that is focussed on educational/curriculum development (e.g., Raybould and Wilkins, 2006;Alexander, 2007;Breakey and Craig-Smith, 2007) or training and development (e.g., Kline and Harris, 2008;Poulsten, 2008).…”

Assessing dimensions of organizational trust across cultures: A comparative analysis of U.S. and Indian full service hotels

“…Employee perceptions of organizational trust have been related to service climate and employee satisfaction in a hotel organizational setting (Chathoth et al, 2007). The literature suggests that employees' perceptions of organizational trust are positively related to their perceptions of service climate and satisfaction.…”

“…In fact, there is limited literature on trust related to hospitality organizations. Gill (2008) and Chathoth et al (2007), have only dealt with a given national context, e.g. the United States.…”

“…In the hospitality literature, trust within organizations has been captured by using employees' perceptions in terms of impact on service climate and employee satisfaction (Chathoth et al, 2007) as well as managers' attitude toward service employees (Gill, 2008). It can be deduced from Chathoth et al (2007) that organizational trust impacts both the customer and the employee alike, and therefore, delving more into the organizational trust dimensions is essential. In fact, there is limited literature on trust related to hospitality organizations.…”

Corporate Ethical and Social Responsibility and Relationship Marketing: A Content Analysis of the Websites of Moroccan Commercial Banks

“…According to Morgan and Hunt (1994), communication directly affects the trust (and trust indirectly affects commitment). Similarly, satisfaction is viewed as the result of this causality (Chathoth, Mak, Jauhari & Manaktola, 2007;Back, Lee & Abbott 2011).…”