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

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

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