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      Organizational trust in times of COVID-19: Hospitality employees’ affective responses to managers’ communication


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          During a crisis, such as the COVID-19 pandemic, what managers communicate to their employees can greatly impact important organizational attitudes, such as organizational trust. There is, however, very little research focusing on the mechanisms explaining how managers’ messages during a crisis can influence employees’ organizational trust. To address this gap, the current study examined the role that emotions play in developing organizational trust using a 2 (following CDC norms vs. ignoring CDC norms) by 2 (employee focus vs. bottom-line focus) between-subjects factorial experiment, with COVID-19 as the context. The results showed that a manager’s communication that followed the CDC social norms made employees feel grateful, whereas communication that ignored CDC social norms enhanced fear and anger toward the organization. The feelings of gratefulness and fear influenced organizational trust. These results provide important theoretical and practical implications for understanding organizational trust during a crisis.

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          Most cited references83

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          Sources of method bias in social science research and recommendations on how to control it.

          Despite the concern that has been expressed about potential method biases, and the pervasiveness of research settings with the potential to produce them, there is disagreement about whether they really are a problem for researchers in the behavioral sciences. Therefore, the purpose of this review is to explore the current state of knowledge about method biases. First, we explore the meaning of the terms "method" and "method bias" and then we examine whether method biases influence all measures equally. Next, we review the evidence of the effects that method biases have on individual measures and on the covariation between different constructs. Following this, we evaluate the procedural and statistical remedies that have been used to control method biases and provide recommendations for minimizing method bias.
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              Amazon's Mechanical Turk: A New Source of Inexpensive, Yet High-Quality, Data?

              Amazon's Mechanical Turk (MTurk) is a relatively new website that contains the major elements required to conduct research: an integrated participant compensation system; a large participant pool; and a streamlined process of study design, participant recruitment, and data collection. In this article, we describe and evaluate the potential contributions of MTurk to psychology and other social sciences. Findings indicate that (a) MTurk participants are slightly more demographically diverse than are standard Internet samples and are significantly more diverse than typical American college samples; (b) participation is affected by compensation rate and task length, but participants can still be recruited rapidly and inexpensively; (c) realistic compensation rates do not affect data quality; and (d) the data obtained are at least as reliable as those obtained via traditional methods. Overall, MTurk can be used to obtain high-quality data inexpensively and rapidly.

                Author and article information

                Int J Hosp Manag
                Int J Hosp Manag
                International Journal of Hospitality Management
                Elsevier Science Ltd
                7 December 2020
                February 2021
                7 December 2020
                : 93
                : 102778
                [a ]Hospitality Leadership, Missouri State University, 901 S. National Ave, Springfield, MO, 65897, USA
                [b ]School of Hotel and Tourism Management, The Hong Kong Polytechnic University, 17 Science Museum Road, TST East, Kowloon, Hong Kong
                [c ]Conrad N. Hilton College of Hotel and Restaurant Management, University of Houston, 4450 University Drive, Suite 244, Houston, TX, 77204, USA
                [d ]Conrad N. Hilton College of Hotel and Restaurant Management, University of Houston, 4450 University Drive, Suite 231-F, Houston, TX, 77204, USA
                Author notes
                [* ]Corresponding author.
                S0278-4319(20)30330-3 102778

                Since January 2020 Elsevier has created a COVID-19 resource centre with free information in English and Mandarin on the novel coronavirus COVID-19. The COVID-19 resource centre is hosted on Elsevier Connect, the company's public news and information website. Elsevier hereby grants permission to make all its COVID-19-related research that is available on the COVID-19 resource centre - including this research content - immediately available in PubMed Central and other publicly funded repositories, such as the WHO COVID database with rights for unrestricted research re-use and analyses in any form or by any means with acknowledgement of the original source. These permissions are granted for free by Elsevier for as long as the COVID-19 resource centre remains active.

                : 30 June 2020
                : 28 October 2020
                : 17 November 2020
                Research Paper

                covid-19,crisis,social norms,organizational trust,emotions
                covid-19, crisis, social norms, organizational trust, emotions


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