Influencing_customers_loyalty_mobile_service_Chapter2_Part15.docx - Similarly Innocenti et al(2011 add to the debate in the human resources management

Influencing_customers_loyalty_mobile_service_Chapter2_Part15.docx

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Similarly, Innocenti et al. (2011) add to the debate in the human resources management literature by investigating the role of trust as a moderator that influences employee attitudes. The uniqueness of the study lies in their interest in assessing this correlation not only on a system of human resources practices, but also taking into consideration whether the influence differs according to particular packages of practices. Then, following the ability, motivation and opportunity approach, they evaluated the correlation based on three packages of practices, such as awareness to increase capacity, motivation, as well as the opportunity to be involved. The result indicates the role of trust as a moderator in the overall human resources management index. On the other hand, a study conducted on employees working in a company in the project department of Bozkurt and Ergeneli (2012) indicates that the level of trust in managers does not moderate the relationship between the delegation of authority and subordinates‘ perceptions of their managers‘ in Turkey. In the same vein, Kalyal and Sverke (2010), when exploring the role of trust as a moderating variable in management level employees, find a negative correlation exists between qualitative job insecurity and affective commitment to change in a large organization in Pakistan. According to Anderson and Swaminathan (2011), Riemenschneider et al. (2009) and, Frost and Moussavi (2011), trust as moderating variable established the important role of trust in different industries and several locations. These previous studies` result showed that when a relationship has trust, it shows positive relationship. In the same way, when
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