Please use this identifier to cite or link to this item: http://hdl.handle.net/10397/89703
DC FieldValueLanguage
dc.contributorSchool of Hotel and Tourism Managementen_US
dc.creatorGuzzo, RFen_US
dc.creatorWang, Xen_US
dc.creatorMadera, JMen_US
dc.creatorAbbott, JAen_US
dc.date.accessioned2021-05-05T04:56:52Z-
dc.date.available2021-05-05T04:56:52Z-
dc.identifier.issn0278-4319en_US
dc.identifier.urihttp://hdl.handle.net/10397/89703-
dc.language.isoenen_US
dc.publisherPergamon Pressen_US
dc.subjectCOVID-19en_US
dc.subjectCrisisen_US
dc.subjectEmotionsen_US
dc.subjectOrganizational trusten_US
dc.subjectSocial normsen_US
dc.titleOrganizational trust in times of COVID-19 : hospitality employees’ affective responses to managers’ communicationen_US
dc.typeJournal/Magazine Articleen_US
dc.identifier.volume93en_US
dc.identifier.doi10.1016/j.ijhm.2020.102778en_US
dcterms.abstractDuring a crisis, such as the COVID-19 pandemic, what managers communicate to their employees can greatly impact important organizational attitudes, such as organizational trust. There is, however, very little research focusing on the mechanisms explaining how managers’ messages during a crisis can influence employees’ organizational trust. To address this gap, the current study examined the role that emotions play in developing organizational trust using a 2 (following CDC norms vs. ignoring CDC norms) by 2 (employee focus vs. bottom-line focus) between-subjects factorial experiment, with COVID-19 as the context. The results showed that a manager's communication that followed the CDC social norms made employees feel grateful, whereas communication that ignored CDC social norms enhanced fear and anger toward the organization. The feelings of gratefulness and fear influenced organizational trust. These results provide important theoretical and practical implications for understanding organizational trust during a crisis.en_US
dcterms.accessRightsembargoed accessen_US
dcterms.bibliographicCitationInternational journal of hospitality management, Feb. 2021, v. 93, 102778en_US
dcterms.isPartOfInternational journal of hospitality managementen_US
dcterms.issued2021-02-
dc.identifier.scopus2-s2.0-85097364700-
dc.identifier.eissn1873-4693en_US
dc.identifier.artn102778en_US
dc.description.validate202105 bcwhen_US
dc.description.oaNot applicableen_US
dc.identifier.FolderNumbera0867-n02-
dc.description.fundingSourceSelf-fundeden_US
dc.description.pubStatusPublisheden_US
dc.date.embargo2024-02-28en_US
Appears in Collections:Journal/Magazine Article
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Embargo End Date 2024-02-28
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