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

Total Quality Management and Business Excellence

Volumn 17, Issue 10, 2006, Pages 1261-1271

  Matzler, Kurt ^a   Renzl, Birgit ^b,c  

^a JOHANNES KEPLER UNIVERSITY LINZ   (Austria)

^b UNIVERSITY OF INNSBRUCK   (Austria)

^c INNSBRUCK UNIVERSITY SCHOOL OF MANAGEMENT   (Austria)

Author keywords

Employee loyalty; Employee satisfaction; Interpersonal trust; Partial Least Squares (PLS)

Indexed keywords

EID: 33845654387     PISSN: 14783363     EISSN: 14783371     Source Type: Journal    
DOI: 10.1080/14783360600753653     Document Type: Article

References (42)

1. Abrams, L. C. et al. (2003) Nurturing interpersonal trust in knowledge-sharing networks, Academy of Management Executive, 17(4), pp. 64-77.
2. Brashear, T. G. et al. (2003) An empirical test of trust-building processes and outcomes in sales manager-salesperson relationships, Journal of the Academy of Marketing Science, 31(2), pp. 189-200.
3. Cook, J. & Wall, T. (1980) New work attitude measures of trust, organizational commitment and personal need non-fulfillment, Journal of Occupational Psychology, 53, pp. 39-52.
4. Dirks, K. T. & Ferrin, D. L. (2001) The role of trust in organizational settings, Organization Science, 12(4), pp. 450-467.
5. Dirks, K. T. & Ferrin, D. L. (2002) Trust in leadership: meta-analytic findings and implications for research and practice, Journal of Applied Psychology, 87(4), pp. 611-628.
6. Driscoll, J. (1978) Trust and participation in organizational decision making as predictors of satisfaction, Academy of Management Journal, 21, pp. 44-56.
7. Drucker, P. (1997) Looking ahead: implications of the present - the future that has already begun, Harvard Business Review, 75(September/October), pp. 20-24.
8. Eskildsen, J. K. & Dahlgaard, J. J. (2000) A causal model for employee satisfaction, Total Quality Management, 11(8), pp. 1081-1094.
9. Eskildsen, J. K. & Nüssler, M. L. (2000) The managerial drivers of employee satisfaction and loyalty, Total Quality Management, 11(4/5&6), pp. 581-588.
10. Flaherty, K. E. & Pappas, J. M. (2000) The role of trust in salesperson-sales manager relationships, Journal of Personnel Selling and Sales Management, 20(4), pp. 271-278.
11. Fornell, C. & Bookstein, F. (1982) Two structural equations models: LISREL and PLS applied to consumer exit-voice theory, Journal of Marketing Research, 18(November), pp. 39-50.
12. Fornell, C. & Larcker, D. F. (1981) Evaluating structural equation models with unobservable variables and measurement error, Journal of Marketing Research, 18(February), pp. 39-50.
13. Goris, J. R. et al. (2003) Effects of trust in superiors and influence of superiors on the association between individual-job congruence and job performance/satisfaction, Journal of Business and Psychology, 17(3), pp. 327-343.
14. Griffeth, R. et al. (2000) A meta-analysis of antecedents and correlates of employee turnover: update, moderator rests, and research implications for the next millennium, Journal of Management, 26(3), pp. 463-488.
15. Hansmann, K.-W. & Ringle, C. M. (2004) SmartPLS manual (Hamburg).
16. Homburg, C. & Stock, R. (2000) Der kundenorientierte Mitarbeiter (Wiesbaden: Gabler).
17. Homburg, C. & Stock, R. (2004) The link between salespeople's job satisfaction and customer satisfaction in a business-to-business context: a dyadic analysis, Journal of the Academy of Marketing Science, 32(2), pp. 144-158.
18. Homburg, C. & Stock, R. (2005) Exploring the conditions under which salesperson work satisfaction can lead to customer satisfaction, Psychology & Marketing, 22(5), pp. 393-420.
19. Hulland, J. (1999) Use of partial least squares (PLS) in strategic management research: a review of four recent studies, Strategic Management Journal, 20(2), pp. 195-204.
20. Lagace, R. R. (1991) An exploratory study of reciprocal trust between sales managers and salespersons, Journal of Personnel Selling and Sales Management, 11, pp. 49-58.
21. Mak, B. L. & Sockel, H. (2001) A confirmatory factor analysis of IS employee motivation and satisfaction, Information & Management, 38, pp. 265-276.
22. Martensen, A. & Gronholdt, L. (2001) Using employee satisfaction measurement to improve people management: an adaptation of Kano's quality type, Total Quality Management, 12(7&8), pp. 949-957.
23. Matzler, K. et al. (2004) Employee satisfaction: does Kano's model apply?, Total Quality Management and Business Excellence, 15(9-10), pp. 1179-1198.
24. Matzler, K. et al. (2003a) Core issues in German strategic management research, Problems and Perspectives in Management, 1(1), pp. 149-161.
25. Matzler, K. et al. (2003b) Werte mit und für die Mitarbeiter schaffen, in: K. Matzler et al. (Eds) Werte schaffen - Perspektiven einer stakeholderorientierten Unternehmensführung, pp. 305-318 (Wiesbaden: Gabler).
26. Mayer, R. C. et al. (1995) An integrative model of organizational trust, Academy of Management Review, 20(3), pp. 709-734.
27. McAllister, D. J. (1995) Affect- and cognition-based trust as foundations for interpersonal cooperation in organizations, Academy of Management Journal, 38(1), pp. 24-59.
28. Mooradian, T. A. et al. (forthcoming, 2007) Who trusts? Personality, trust and knowledge sharing, Management Learning, 38.
29. Muchinsky, P. M. (1977) Employee absenteeism: a review of the literature, Journal of Vocational Behavior, 10(3), pp. 316-340.
30. Pillai, R. et al. (1999) Fairness perceptions and trust as mediators for transformational and transactional leadership: a two-sample study, Journal of Management, 25(6), pp. 897-933.
31. Renzl, B. (2003) Mitarbeiter als Wissensressource, in: K. Matzler et al. (Eds) Werte schaffen. Perspektiven einer stakeholderorientierten Unternehmensführung, pp. 319-334 (Wiesbaden: Gabler).
32. Rich, G. A. (1997) The sales manager as a role model: effects of trust, job satisfaction and performance of salespeople, Journal of the Academy of Marketing Science, 25, pp. 319-328.
33. Robbins, S. P. (2003) Organizational Behavior (Upper Saddle River, New Jersey: Pearson Education).
34. Rousseau, D. M. et al. (1998) Not so different after all: a cross-discipline view of trust, Academy of Management Review, 23(3), pp. 393-404.
35. Smith, J. B. & Barclay, D. W. (1997) The effects of organizational differences and trust on the effectiveness of selling partner relationships, Journal of Marketing, 61(January), pp. 3-21.
36. Tekleab, A. G. et al. (2005) Extending the chain of relationships among organizational justice, social exchange, and employee reactions: the role of contract violations, Academy of Management Journal, 48(1), pp. 146-157.
37. von Krogh, G. (2002) The communal resource and information systems, Journal of Strategic Information Systems, 11, pp. 85-107.
38. von Krogh, G. et al. (2000) Enabling Knowledge Creation - How to Unlock the Mystery of Tacit Knowledge and Release the Power of Innovation (New York: Oxford University Press).
39. Ward, E. A. (1988) Relation of job satisfaction and job knowledge and their effect on intention to turnover, Psychological Reports, 63(2), pp. 611-615.
40. Westlund, A. & Löthgren, M. (2001) The interactions between quality, productivity and economic performance: the case of Swedish pharmacies, Total Quality Management, 12(3), pp. 385-396.
41. Whitener, E. M. et al. (1998) Managers as initiators of trust: an exchange relationship framework for understanding managerial trustworthy behavior, Academy of Management Review, 23(3), pp. 513-530.
42. Wixom, B. H. & Watson, H. J. (2001) An empirical investigation of the factors affecting data warehousing success, MIS Quarterly, 25(1), pp. 17-41.