Advanced Search

Journal Navigation

Journal Home

Subscriptions

Archive

Contact Us

Table of Contents

CiteULike is a free service for managing and discovering scholarly references - click here to get started.

Sign In to gain access to subscriptions and/or personal tools.
Journal of Hospitality & Tourism Research
This Article
Right arrow Full Text (PDF)
Right arrow References
Right arrow Alert me when this article is cited
Right arrow Alert me if a correction is posted
Services
Right arrow Email this article to a friend
Right arrow Similar articles in this journal
Right arrow Alert me to new issues of the journal
Right arrow Add to Saved Citations
Right arrow Download to citation manager
Right arrowRequest Permissions
Right arrow Request Reprints
Right arrow Add to My Marked Citations
Citing Articles
Right arrow Citing Articles via Google Scholar
Right arrow Citing Articles via Scopus
Google Scholar
Right arrow Articles by Chathoth, P. K.
Right arrow Articles by Manaktola, K.
Right arrow Search for Related Content
Social Bookmarking
 Add to CiteULike   Add to Complore   Add to Connotea   Add to Del.icio.us   Add to Digg   Add to Reddit   Add to Technorati   Add to Twitter  
What's this?

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

Prakash K. Chathoth, PhD

The Hong Kong Polytechnic University, hmkc{at}polyu.edu.hk

Brenda Mak, PhD

San Francisco State University, bmak{at}sfsu.edu

Vinnie Jauhari, PhD

Institute for International Management & Technology, vjauhari{at}iimtobu.ac.in

Kamal Manaktola

Institute for International Management & Technology, kamal{at}iimtobu.ac.in

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.

Key Words: employee satisfaction • hotel employees' perceptions • organizational trust • service climate • structural model

Journal of Hospitality & Tourism Research, Vol. 31, No. 3, 338-357 (2007)
DOI: 10.1177/1096348007299922


Add to CiteULike CiteULike   Add to Complore Complore   Add to Connotea Connotea   Add to Del.icio.us Del.icio.us   Add to Digg Digg   Add to Reddit Reddit   Add to Technorati Technorati   Add to Twitter Twitter    What's this?