The effects of perceived trust and psychological safety on the emotions and behaviour of hotel employees: the lens from post-COVID-19

Christy Ying Ni Liu, Zhiqing Lei and ManRong Gan ()
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Christy Ying Ni Liu: Avenida Wai Long
Zhiqing Lei: Avenida Wai Long
ManRong Gan: Avenida Wai Long

Palgrave Communications, 2025, vol. 12, issue 1, 1-9

Abstract: Abstract Hotel staff management is a crucial part of hotel operations. Given the importance of hotel development, staff management has received increasing attention. However, the impact of hotel staff’s mental state on their emotions and behaviours has not been fully studied, especially in the post-pandemic era. Based on trust theory, this research examines how perceived trust and psychological safety influence the loyalty, subjective well-being, organizational belonging and job performance of employees. To achieve this research goal, we use a survey method to study the correlation between these variables. Using structural equation modelling analysis, we find that all research hypotheses are valid. This study contributes to the development of trust theory in hotel management and serves as a reference for improving the management and growth of hotel organizations.

Date: 2025
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DOI: 10.1057/s41599-025-05069-3

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