Otel İşletmelerinde Yönetici İletişim Becerilerinin Yöneticiye Güven Algısı Üzerindeki Etkisi

Öz

Amaç: Otel işletmelerinde yöneticilerin iletişim becerilerinin çalışanlar üzerinde nasıl bir güven duygusu oluşturduğu önemli bir konudur. Özellikle duygusal güven ve bilişsel güven alt boyutlarına yönelik etkiler hakkında otel işletmesi çalışan ve yöneticilerine yönelik sınırlı sayıda araştırma mevcuttur. Bu bağlamda, otel çalışanlarının yöneticilerinin iletişim becerilerini nasıl algıladıkları ve bu algının yöneticiye duyulan güven üzerinde nasıl bir etkisi olduğu araştırılması gereken sorun olarak ortaya çıkmaktadır. Bu etkiyi ölçümlemeye yönelik yapılan çalışmanın, hem akademik literatürdeki boşluğu doldurması hem de otel yönetici ve çalışanlarına katkılar sunması beklenmektedir. Bu doğrultuda araştırmanın amacı otel işletmelerinde çalışanlar açısından yönetici iletişim becerilerinin yöneticiye güvene etkisinin belirlenmesidir. Yöntem: Yönetici iletişim becerilerinin yöneticiye güvene etkisini ortaya koymak amacıyla nicel araştırma yöntemi tercih edilmiştir. Veri toplama aracı olarak anket kullanılmıştır. Araştırmanın evrenini Van merkez ilçeleri olan İpekyolu, Tuşba ile Edremit ilçesinde faaliyet gösteren 3, 4 ve 5 yıldızlı toplam 22 otel işletmesindeki yaklaşık 528 çalışan oluşturmaktadır. Anketin gerçekleştirildiği 2 Şubat-15 Mart 2025 tarihleri arasında çalışan sayılarına göre söz konusu otellere 500 anket dağıtılmış toplamda 273 ankete geri dönüş sağlanmış hatalı veya eksik doldurulan 32 anket analize dahil edilmemiştir. Kolayda örnekleme yöntemi ile veriler toplanmış, analizler için gerekli örneklem sayısına ulaşılmış ve kalan 241 anket üzerinden analizler gerçekleştirilmiştir. Bulgular: Gerçekleştirilen analizler neticesinde çalışanlar açısından yöneticilerin iletişim becerileri ile yöneticiye olan güven düzeyleri arasında orta düzeyde ve pozitif yönlü anlamlı bir ilişki olduğu tespit edilmiştir. Bağımlı değişken olarak ele alınan yöneticiye güvenin alt boyutu bilişsel güven ile bağımsız değişken olarak ele alınan iletişim becerileri arasındaki regresyon modelinin anlamlı olduğu belirlenmiştir. Yöneticiye güvenin diğer alt boyutu olan duygusal güven ile iletişim becerileri arasındaki regresyon modelinin de anlamlı olduğu ortaya çıkmıştır. Ayrıca iletişim becerilerinin bilişsel güveni duygusal güvene göre daha çok etkilediği tespit edilmiştir. Pratik Çıkarımlar: Elde edilen bulgular neticesinde iletişim becerilerinin bilişsel güveni, yani yöneticinin yetkinlik, tutarlılık ve iş bilgisine dayalı olarak oluşan güveni daha çok etkilediği görülmüştür. Bu bulgu, çalışanların yöneticilerle iletişim kurarken sadece empati değil, aynı zamanda açıklık ve netlik gibi unsurlar üzerinden de bir değerlendirme yaptıklarını ortaya koymaktadır. Diğer taraftan insan kaynakları ve otel yönetimleri, yöneticilerin iletişim becerilerini geliştirmeye yönelik hizmet içi eğitim programları planlayabilir. Bu sayede, yönetici-çalışan ilişkilerinde daha güçlü bir güven temeli oluşturulabilir ve çalışan bağlılığı artırılabilir. Özgünlük/Bilimsel Katkı: Araştırma kapsamında otel işletmeleri bağlamında duygusal ve bilişsel güven ayrımı yapılması güven kavramının daha derinlemesine anlaşılmasına katkı sunmuştur. İletişim becerilerinin bilişsel güven üzerinde duygusal güvene kıyasla daha fazla etkili olduğunun belirlenmesi yöneticilerin güven oluşumunda hangi yönlerine öncelik vermeleri gerektiğine dair çıkarım sunmuştur. Araştırmanın gerçekleştirildiği Van ilinde otel işletmelerinde yönetici iletişim becerileri ile güven ilişkisini inceleyen yapılmış çalışma olmaması çalışmanın özgünlüğünü ve literatüre katkısını ortaya koymaktadır.

Anahtar Kelimeler

• İletişim becerileri
• Yöneticiye güven
• Otel işletmeleri
• Van

The Effect of Managerial Communication Skills on Managers’ Perception of Trust in Hotel Management

Öz

Purpose: The impact of managers' communication abilities on fostering trust among staff is a significant concern in hotel management. Research on the impacts of emotional trust and cognitive trust on hotel staff and management is sparse. In this context, it is necessary to investigate how hotel employees perceive their managers' communication skills and how this perception affects their trust in their managers. Therefore, it is expected that this study, which aims to measure this effect, will both fill the gap in the academic literature and contribute to hotel managers and employees. In this regard, the purpose of the study is to determine the effect of managerial communication skills on trust in managers from the perspective of employees in hotel businesses. Method: A quantitative research method was chosen to reveal the effect of managerial communication skills on trust in managers. A survey was used as the data collection tool. The universe of the study consists of approximately 528 employees working in a total of 22 three-, four-, and five-star hotels operating in the central districts of Van, namely İpekyolu, Tuşba, and Edremit. During the survey period from February 2 to March 15, 2025, 500 surveys were distributed to the aforementioned hotels based on the number of employees, and a total of 273 surveys were returned. The 32 surveys that were incorrectly or incompletely filled out were not included in the analysis. Data was collected using the convenience sampling method, and the required sample size for analysis was achieved. Analyses were conducted based on the remaining 241 surveys. Findings: The analyses revealed a moderate and positive significant relationship between managers' communication skills and employees' level of trust in managers. The regression model between the dependent variable of trust in managers, specifically cognitive trust, and the independent variable of communication skills was found to be significant. It was also found that the regression model between emotional trust, another sub-dimension of trust in managers, and communication skills was significant. In addition, it was determined that communication skills had a greater effect on cognitive trust than on emotional trust. Practical Implications: The findings revealed that communication skills have a greater impact on cognitive trust, i.e., the trust formed based on the manager's competence, consistency, and job knowledge. This finding shows that employees evaluate managers not only based on empathy but also on factors such as openness and clarity when communicating with them. On the other hand, human resources and hotel management can plan in-service training programs aimed at developing managers' communication skills. This can help establish a stronger foundation of trust in manager-employee relationships and increase employee loyalty. Originality/Scientific Contribution: Within the scope of the study, distinguishing between emotional and cognitive trust in the context of hotel businesses contributed to a deeper understanding of the concept of trust. Determining that communication skills have a greater effect on cognitive trust than emotional trust provided insights into which aspects managers should prioritize in building trust. The absence of previous studies examining the relationship between managerial communication skills and trust in hotel businesses in Van Province, where the research was conducted, highlights the originality of the study and its contribution to the literature.

Anahtar Kelimeler

• Communication skills
• Trust in management
• Hotel management
• Van

Kaynakça

1. Alsayed, A. K. I. (2022). Trust and communication satisfaction as mediators in the relationship between emotional ıntelligence and work-related outcomes: A conceptual framework. International Journal of Contemporary Management and Information Technology (IJCMIT) 2, 2, 1-14.
2. Altunışık, R. Coşkun, R. Bayraktaroğlu, S., & Yıldırım, E. (2015). Sosyal bilimlerde araştırma yöntemleri: SPSS uygulamalı. Sakarya Yayıncılık.
3. Anderson, J., & Narus, J. (1990). A model of distributor firm and manufacturer firm working relationships. Journal of Marketing, 54(1), 42-58, https://doi.org/10.1177/0022242990054001
4. Argyris, C. (1990). Integrating the Individual and the Organization. Wiley, (1st Edition). https://doi.org/10.4324/9780203788417
5. Arı, G. S. (2003). Yöneticiye duyulan güven örgütsel bağlılığı artırır mı? Gazi Üniversitesi Ticaret ve Turizm Eğitim Fakültesi Dergisi, 2(2), 17- 36.
6. Baquero, A. (2023). Authentic leadership, employee work engagement, trust in the leader, and workplace well-being: A moderated mediation model. Psychology Research and Behavior Management, 24(16), 1403-1424, https://doi.org/10.2147/PRBM.S407672.
7. Börü, D. İslamoğlu G., & Birsel M. (2007). Güven: Bir anket geliştirme çalışması. Öneri Dergisi, 7 (27), 49-59. https://doi.org/10.14783/maruoneri.684709
8. Brownell, J. (2009). Fostering service excellence through listening: What hospitality managers need to know. Cornell Hospitality Report, 9(6), 4-18.

9. Büyüköztürk, Ş. (2015). Sosyal bilimler için veri analizi el kitabı. (21. Baskı). Pegem Yayınları.
10. Can, A. (2018). SPSS ile bilimsel araştırma sürecinde nicel veri analizi. (6. Baskı). Pegem Akademi.
11. Coffelt, T A. Grauman D., & Smith, F M L. (2019). Employers’ perspectives on workplace communication skills: The meaning of communication skills. Business and Professional Communication Quarterly, 1- 22. https://doi.org/10.1177/2329490619851119.
12. Coşkun, R. Altunışık, R. Bayraktaroğlu. S., & Yıldırım, E. (2015). Sosyal bilimlerde araştırma yöntemleri (SPSS Uygulamalı), Sakarya Kitabevi.
13. Cuce, H. Ekmekçi O. T., & Guney, S. (2016). The effects of cognıtıon and affect based trust on organızatıon identification. Journal of Business, Economics and Finance –JBEF, 5(1), 58-72. https://doi.org/10.17261/Pressacademia.2016116554
14. DeMaria, K. (2016). Evaluating the ınternal communications of the triangle’s best places to work. Elon Journal of Undergraduate Research in Communications, 7(1), 70-78.
15. Disilva, X., & Arun, A. (2017). Communication barrier encountered by employees working ın hotel ındustry. Advances in Social Sciences Research Journal, 4(14) 180-184. https://doi.org/10.14738/assrj.414.3509
16. Dolphin, R. R. (2005). Internal communications: Today’s strategic imperative. Journal of Marketing Communications, 11(3), 171-190. https://doi.org/10.1080/1352726042000315414
17. Ellis, K. & Shockley-Zalabak, P. (2001) Trust in top management and immediate supervisor: The relationship to satisfaction, perceived organizational effectiveness, and information receiving. Communication Quarterly, 49(4) 382-398. https://doi.org/10.1080/01463370109385637
18. Eluwole, K. K. Karatepe O M., & Avci T. (2022). Ethical leadership, trust in organization and their impacts on critical hotel employee outcomes, International Journal of Hospitality Management, 102(2). https://doi.org/10.1016/j.ijhm.2022.103153.
19. Gazeloğlu, C. Erkılıç, E., & Aytekin. E. (2019). The effect of trust in managers on the organizational ıdentification and ıntention to quit: A research on hospitality business employees. Journal of Tourism and Gastronomy Studies, 7(3), 1912-1932. https://doi.org/10.21325/jotags.2019.455
20. Girgin S., & Vatansever Bayraktar H. (2017). Yöneticiye duyulan güven algısının incelenmesi. Ahi Evran Universitesi Kırşehir Eğitim Fakültesi Dergisi KEFAD, 18(3), 261-279, https://doi.org/10.29299/kefad.2017.18.3.015
21. Gkinko L., & Elbanna A. (2023). Designing trust: The formation of employees’ trust in conversational AI in the digital workplace. Journal of Business Research 158, 113707, https://doi.org/10.1016/j.jbusres.2023.113707
22. Guffey, M., & Lowey, D. (2016). Essentials of business communication. Cengage Learning.
23. Gürbüz S, & Şahin F (2016). Sosyal bilimlerde araştırma yöntemleri. Seçkin Yayıncılık.
24. Hair, J. F., Black, W. C., Babin, B. J., & Anderson, R. E. (2014). Multivariate data analysis (8th Edition). Pearson Education Limited.
25. Hill, C. A., & O'Hara E. A. (2006). A cognitive theory of trust. Wash. U. L. Rev. 1717. 84(7) Available at: https://openscholarship.wustl.edu/law_lawreview/vol84/iss7/4
26. İslamoğlu, G., Birsel, M., & Börü, D. (2007). Kurum içinde güven. İnkılâp Kitabevi.
27. Jones, C. G. (2011). Written and computer-mediated accounting communication skills: An employer perspective. Business Communication Quarterly, 74(3), 247-271. https://doi.org/10.1177/1080569911413808
28. Kan Sönmez N. (2020). The relationship between psychological empowerment and trust in supervisor in hotel enterprises. Journal of Tourism and Gastronomy Studies, 8(1), 291-306. https://doi.org/ 10.21325/jotags.2020.548
29. Knapp, M. L. Hall, J. A., & Horgan, T. G. (2013). Nonverbal communication in human interaction. Cengage Learning.
30. Korkut Owen, F., & Bugay, A. (2014), İletişim becerileri ölçeği’nin geliştirilmesi: Geçerlik ve güvenirlik çalışması. Mersin Üniversitesi Eğitim Fakültesi Dergisi, 10(2), 51- 64. https://doi.org/ 10.17860/efd.95021
31. Kottila, M., & Ronni, P. (2008). Collaboration and trust in two organic food chains. British Food Journal, 110(4), 376-394. https://doi.org/10.1108/00070700810868915
32. Kristiana, Y. Sijabat, R., Sudibjo, N., & Bernarto, I. (2024). Hotel employee well-being: The role of job crafting and work engagement. International Journal of Religion, 5(7), 200–211. https://doi.org/10.61707/az74f509
33. Kumawat, E., Datta, A., Prentice, C., & Leung, R. (2025). Artificial intelligence through the lens of hospitality employees: A systematic review. International Journal of Hospitality Management, 124, 103986, https://doi.org/10.1016/j.ijhm.2024.103986
34. Kuráth, G. Bányai, E. Sipos, N. Venczel-Szakó, T., & Konczos-Szombathelyi, M. (2023). Trust and communication in the context of leaders and employees. Journal of International Studies, 16(3), 159-174. doi:10.14254/2071-8330.2023/16-3/9
35. Lewicki, R. J., & Bunker, B. B. (1996). Developing and maintaining trust in work relationships, R. M. Kramer & T. R. Tyler, (Ed.), Trust in organizations: frontiers of theory and research içinde, (pp. 114-140), Sage Publications.
36. Lewis, J. D., & Weigert, A. (1985). Trust as a social reality. Social Forces, 63(4), 967-985. http://dx.doi.org/10.1093/sf/63.4.967.
37. Liu, J, Wang, C., Fang, S., & Zhang, T., (2019). Scale development for tourist trust toward a tourism destination, Tourism Management Perspectives 31, 383–397 https://doi.org/10.1016/j.tmp.2019.07.001
38. Lolli, J C. (2013). Interpersonal communication skills and the young hospitality leader: Are they prepared?, International Journal of Hospitality Management, 32, 295–298 doi:10.1016/j.ijhm.2012.02.010
39. MacDermott, C. & Ortiz, L. (2017). Beyond the business communication course: A historical perspective of the where, why and how of soft skills development and job readiness for business graduates. IUP Journal of Soft Skills, 11(2), 7-24.
40. Marzouki S. Y., & Posecion, A.T. (2019). Employee engagement and commitment, communication skills and talent management competencies of tourism professionals. Journal of Tourism, Hospitality and Sports, 40, 2312-5187. https://doi.org/10.7176/JTHS
41. Massey, G., & Kyriazis, E. (2007). Interpersonal trust between marketing and R&D during new product development projects. European Journal of Marketing, 41(9/10), 1146-1172. https://doi.org/10.1108/03090560710773381
42. Mayer R. C., & Davis, J. H. (1995). An integrative model of organizational trust. Academy of Management Review, 20(3), 709-734. https://doi.org/10.2307/258792
43. McAllister, D. J. (1995). Affect and cognition-based trust as foundations for interpersonal cooperation in organizations. Academy of Management Journal, 38(1), 24-59. https://doi.org/10.2307/256727
44. McGregor, D. M. (1967). The professional manager. McGraw-Hill.
45. Mikkelson, A. C., Sloan, D & Tietsort, C. J. (2021). Employee perceptions of supervisor communication competence and associations with supervisor credibility. Communication Studies, 72(4), 600-617, https://doi.org/10.1080/10510974.2021.1953093
46. Mishra, A. K. (1996). Organizational responses to crisis: The centrality of trust. Trust in Organizations: Frontiers of theory and research, (Ed.), R. M. Kramer ve T. R. Tyler. (pp.261-287), Thousands Oaks California, Sage Publications.
47. Mitterer, D. M., & Mitterer, H. E. (2023). The mediating effect of trust on psychological safety and job satisfaction. Journal of Behavioral and Applied Management, 23(1), 29–41. https://doi.org/ 10.21818/001c.73642
48. Otilia, S M., (2013) English: The language of communıcatıon in tourism. Annals of the Constantin Brâncuşi University of Târgu Jiu, Economy Series, 1, 306-309.
49. Patafta & Milohnić, (2022) Challenges of managerıal communıcatıon ın hotel busıness operatıons, Tourism & Hospitality Industry, Congress Proceedings, 209-225. https://doi.org/10.20867/thi.26.21
50. Prikshat V. Rajesh J. I. & Rajaguru R. (2020). The growth satisfaction in jobs among hospitality employees: the role of transformational leadership, interpersonal communication satisfaction and trust. Journal of Human Resources in Hospitality & Tourism, 20(1) 48-74, https://doi.org/10.1080/15332845.2020.1821427
51. Ramona, T., Emanoil M. & Lucia, F. (2011). Reflectıons on managerıal communıcatıon. Studies in Business and Economics, 7(1),153-159.
52. Reinke, S. J., & Baldwin J. N. (2001). Is anybody listening? Performance evaluation feedback in the U.S. air force. Journal of Political and Military Sociology, 29(1), 160-176
53. Rousseau, D. M., Sitkin, S. B., Burt, R. S., & Camerer, C. (1998). Not so different after all: A cross-discipline view of trust. Academy of Management Review, 23(3), 393-404. https://doi.org/10.5465/amr.1998.926617
54. Saks, A. M., & Gruman, J. A. (2014). What do we really know about employee engagement? Human Resource Development Quarterly, 25(2), 155–182. https://doi.org/10.1002/hrdq.21187
55. Savolainen, T., Lopez-Fresno, P., & Ikonen, M. (2014). Trust-communication dyad in inter-personal workplace relationships – Dynamics of trust deterioration and breach. The Electronic Journal of Knowledge Management, 12(4), 232-240.
56. Shappiro, D. L., Sheppard, D. H., & Cheraskin, C. (1992). Business on a handshake. Negotiation Journal, 8(4), 365-377, http://dx.doi.org/10.1111/j.1571-9979.1992.tb00679.x
57. Shen, L. Qian J. & Chen S. C. (2020). Effective communication strategies of sustainable hospitality: A qualitative exploration. Sustainability, 12(17), 6920. https://doi.org/10.3390/su12176920
58. Shu, E. (2024). Enhancing the communicatıon skills among hotel employees: The introductıon of mind map technique, 7th NCBMA 2024 (Universitas Pelita Harapan, Indonesia) “Sustainability in Action: Transformative Strategies in Management and Accounting” 06 Juni 2024, 1287- 1292.
59. Simonson, P., Peck, J., Craig, R. T., & Jackson J. P. (2013). The history of communication history In P. Simonson, J. Peck., R. T. Craig & J. P. Jackson (Eds) Handbook of communication history (pp.13-57). Routledge.
60. Soderberg, A. T., & Romney, A. C. (2022). Building trust: How leaders can engender feelings of trust among followers. Business Horizons, 65(2), 173-182. https://doi.org/10.1016/j.bushor.2021.02.031
61. Succi, C., & Canovi, M. (2019). Soft skills to enhance graduate employability: Comparing students and employers perceptions. Studies in Higher Education, 1-14. https://doi.org/10.1080/03075079.2019.1585420
62. Summak, M. E. (2014). A study on the communication and emphatic skills of the students having education on tourism sector. Journal of Institute of Social Science, 31, 131–137.
63. Tabachnick, B. G., & Fidell, L. S. (2007). Using multivariate statistics. (5th. Edition), Pearson International Edition.
64. Tankovic, C. A. Kapes, J. & Benazic, D. (2023). Measuring the importance of communication skills in tourism, Economıc Research-Ekonomska Istražıvanja, 36(1), 460–479 https://doi.org/10.1080/1331677X.2022.2077790
65. Tarkang, M. E. M., Ozturen, A., & Nange, R. Y. (2020). Avoiding employee deviance in the hotel industry: Investigating the mediating effect of trust in leadership, Academıcpaper, 1-13, https://doi.org/10.1002/pa.2309
66. Thomas, G., Zolin, R., & Hartman, J. (2009). The central role of communication in developing trust and its effect on employee involvement. Journal of Business Communication, 46(3), 287-310. https://doi.org/10.1177/0021943609333522
67. Titova, O., Luzan, P., & Syvolap, D. (2023). Development of professıonal communication competence in employees of service companies. Professional Pedagogics, 1(26), 122-132 https://doi.org/10.32835/2707-3092.2023.26.122-132
68. Toplu, D. (2010). Örgütsel adaletin yöneticiye güven üzerindeki etkisi ve bir araştırma. Yayınlanmış Yüksek Lisans Tezi, İstanbul Üniversitesi, İstanbul.
69. Tüzün, İ. K. (2007). Güven, örgütsel güven ve örgütsel güven modelleri. Karamanoğlu Mehmetbey Üniversitesi Sosyal ve Ekonomik Araştırmalar Dergisi, 2, 93-118.
70. Ural, A., & Kılıç, İ. (2018). Bilimsel araştırma süreci ve spss ile veri analizi. (5. Baskı). Detay Yayıncılık.
71. Uysal, D. (2020). The use of internal communication channels within 5-star hotels in Turkey during the covid-19 pandemic crisis and its effects on employees’ engagement levels. Journal of Gastronomy Hospitality and Travel, 3(2), 178-190. https://doi.org/10.33083/joghat.2020.42
72. Uzun, T. (2017). Development of the nonverbal communication skills of school administrators scale (NCSSAS): Validity, reliability and implementation study. Educational Research and Reviews, 12(7), 442-455. https://doi.org/10.5897/ERR2017.3218
73. Van İl Kültür ve Turizm Müdürlüğü, (2025, 15 Nisan). Turizm işletme belgeli oteller, https://van.ktb.gov.tr/
74. Van Laar, E. Van Deursen, A. J. Van Dijk, J. A., & De Haan, J. (2017). The relation between 21st-century skills and digital skills: A systematic literature review. Computers in Human Behavior, 72, 577-588. https://doi.org/10.1016/j.chb.2017.03.010
75. Vercic, A.T. Vercic, D. & Sriramesh, K. (2012). Internal communication: Definition, parameters, and the future. Public Relations Review, 38, 223-230, https://doi.org/10.1016/j.pubrev.2011.12.019
76. Vidak I., Kovačević M & Kovač I., (2022). The Importance of Communıcatıon Skılls in Hospitality. 5th International Rural Tourism Congress, Congress Proceedings.
77. Wakelin-Theron, N., Ukpere, W. I., & Spowart, J. (2018). Perception of tourism graduates and the tourism industry on the important knowledge and skills required in the tourism industry. African Journal of Hospitality, Tourism and Leisure, 7, 1-18.
78. Wesley, S. C., Jackson, V. P. & Lee, M. (2017). The perceived importance of core soft skills between retailing and tourism management students, faculty and businesses. Employee Relations, 39(1), 79-99. https://doi.org/10.1108/ER-03-2016-0051
79. Wong, A. & Sohal, A. (2002). An examination of the relationship between trust, commitment and relationship quality. International Journal of Retail & Distribution Management, 30(1), 34-50. https://doi.org/10.1108/09590550210415248
80. Wulandarı, M.A. & Burgess, J (2010). Trust and its relationship to the quality of communication and employee satisfaction in a large Indonesıan workplace: A case study. Internatıonal Journal of Busıness And Management Studıes, 2(2), 49-55.
81. Youssef, F. (2017). The role of faculties of tourism and hotel management in developing the etiquette and communication skills for students within the educational community. International Journal of Heritage, Tourism and Hospitality, 11(3/2), 87-102. https://doi.org/10.21608/ijhth.2017.30223
82. Zand D. E., (1972). Trust and managerial problem solving. Administrative Science Quarterly, 17(2), 229-239. https://doi.org/10.2307/2393957
83. Zeffane, R., Tipu, S. A., & Ryan, J. C. (2011). Communication, commitment and trust: Exploring the triad. International Journal of Business and Management, 6, 77-87. https://doi.org/10.5539/ijbm.v6n6p77.