Assessing dimensions of organizational trust across cultures: A comparative analysis of U.S. and Indian full service hotels

This study delves into the organizational trust based similarities and differences across “individualist” and “collectivist” service employees in hotels. Specifically, the three dimensions of organizational trust, i.e., integrity, commitment and dependability are compared across the two samples from the U.S. and India to highlight how employees perceive the level of each of the three dimensions across cultures. Findings suggest that the three dimensions represent the trust construct across different national cultures. However, in comparing the individual dimension of the trust construct, a significant difference exists between the perceptions of employees in the two cultures, suggesting that perception-based differences exist across cultures.

Research highlights▶ The dimensions, i.e., integrity, commitment and dependability were found to represent the trust construct across two different national cultures. ▶ Individual comparison of dimensions reflects a significant difference across the two national cultures. ▶ Employees’ perceptions of organizational trust impact their level of satisfaction.