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The link between service climate, its antecedents and consequences : collective felt trust as a mediator

Høgbakken, Christine Rustad; Morken, Peter
Master thesis
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http://hdl.handle.net/11250/2483556
Issue date
2017
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Abstract
Based on previous literature, it is evident that organizational resources and

leadership behavior influence employees’ positive perception of a service climate,

which subsequently leads to improved unit performance. Still, researchers stress the

need to explore this relationship in combination with other possible mediators to

understand the underlying mechanisms. Very little attention is previously given to

the effect of collective felt trust, although felt trust is considered critical for a unit

to function well. The aim of this study was to explore the relationship between

collective felt trust and service climate, by proposing collective felt trust as a

mediator between service climate and two of its antecedents; organizational

resources and leadership. We built on LMX theory, and aimed at exploring the

relationship between leadership and service climate by looking at both the

economic and social component (i.e. SLMX and ELMX). A cross-sectional survey

of 238 employees among 48 units revealed that collective felt trust mediates the

relationship between organizational resources and service climate, and we found a

positive relationship between collective felt trust and unit performance. As a

consequence of a high correlation between SLMX and collective felt trust, the

relationship between SLMX, collective felt trust, and service climate was not

explored. However, preliminary results show that SLMX and service climate was

strongly related. There was no support for collective felt trust as a mediator between

ELMX and service climate, and ELMX did not have a significant effect on neither

collective felt trust nor service climate. Also, service climate was not significantly

related to unit performance. The study implies that important predictors for service

climate are SLMX and organizational resources, and felt trust among employees

can explain why accessibility to resources can lead to a positive perception of a

service climate.

Keywords: service climate, organizational resources, social leader-member

exchange, economic leader-member exchange, collective felt trust, unit

performance, structural equation model
Description
Masteroppgave(MSc) in Master of Science in Business, Leadership and Change - Handelshøyskolen BI, 2017
Publisher
BI Norwegian Business School

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