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Title: Employees' perceptions of organizational trust and service climate : a structural model combining their effects on employee satisfaction
Authors: Chathoth, P
Mak, B
Jauhari, V
Manaktola, K
Keywords: Employee satisfaction
Hotel employees' perceptions
Organizational trust
Service climate
Structural model
Issue Date: 2007
Publisher: SAGE Publications
Source: Journal of hospitality and tourism research, 2007, v. 31, no. 3, p. 338-357 How to cite?
Journal: Journal of hospitality and tourism research 
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.
ISSN: 1096-3480
EISSN: 1557-7554
DOI: 10.1177/1096348007299922
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