The relationship between interpersonal trust, employee satisfaction, and employee loyalty

被引：123
|
作者：
Matzler, Kurt
Renzl, Birgit
机构：
[1] Univ Innsbruck, Unit Strateg Management & Leadership, Sch Management, A-6020 Innsbruck, Austria
[2] Johannes Kepler Univ Linz, Dept Int Management, A-4040 Linz, Austria
来源：
TOTAL QUALITY MANAGEMENT & BUSINESS EXCELLENCE | 2006年 / 17卷 / 10期
关键词：
interpersonal trust; employee satisfaction; employee loyalty; Partial Least Squares (PLS);
D O I：
10.1080/14783360600753653
中图分类号：
C93 [管理学];
学科分类号：
12 ; 1201 ; 1202 ; 120202 ;
摘要：
Employee satisfaction is considered to be one of the most important drivers of quality, customer satisfaction and productivity. In this study we investigate an important driver of employee satisfaction. We argue that interpersonal trust ( trust in management and trust in peers) strongly influences employee satisfaction and, as a consequence, employee loyalty. To test the relationships between these constructs we measured trust in management and trust in peers, satisfaction and loyalty of employees of an Austrian company in the energy sector (N = 131). The results of the statistical analysis using structural equation modeling with Partial Least Squares (PLS) confirm a strong link between trust, employee satisfaction and employee loyalty.
引用
收藏
页码：1261 / 1271
页数：11
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