The purpose of this paper is to propose that the manager’s perception of the service quality delivered by his/her team acts as a precursor of his/her trust in team members. In turn, the manager’s trust in team members is related to team members’ trust in the manager. Furthermore, engagement and burnout at the individual level are considered outcomes of trust reciprocity.,The authors test this trust-mediated multilevel model with a sample of 95 managers and 754 team members working in services for people with intellectual disability. These services are delivered by team-based structures of workers who perform coordinated tasks.,The findings suggest that service quality delivered by team members is positively and significantly related to the manager’s trust in them. The results also suggest that the manager’s trust in team members leads to the trust that managers received by team members. Finally, team members who trust their managers show less burnout and high engagement.,Previous literature has neglected the reciprocity of trust. In contrast, this research study considered the perspective of both managers and team members and how this reciprocity of trust is related to service quality and well-being at work.,The current study highlights the critical role of service quality and achieving high-quality relationships between managers and team members.,Performance and well-being are compatible because team members’ efforts are compensated by forming relationships with managers based on trust, and the quality of these relationships, in turn, prevents burnout and stimulates engagement among employees.

中文翻译：

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经理和团队成员之间的互惠互利

本文的目的是建议经理对其团队所提供的服务质量的理解是其对团队成员信任的前提。反过来，经理对团队成员的信任与团队成员对经理的信任有关。此外，个人层面的参与和倦怠被认为是互惠互利的结果。作者对95名管理人员和754名团队成员为智障人士服务的样本，测试了这种信任中介的多层次模型。这些服务是由执行协调任务的工人的基于团队的结构提供的。研究结果表明，团队成员提供的服务质量与经理对他们的信任度成正比并显着相关。结果还表明，经理对团队成员的信任会导致经理对团队成员的信任。最后，信任经理的团队成员的倦怠程度和参与度较高。以前的文献已经忽略了信任的互惠性。相比之下，本研究考虑了经理和团队成员的观点以及这种信任的互惠如何与服务质量和工作幸福感相关。本研究突出了服务质量和建立高质量关系的关键作用绩效与幸福感是兼容的，因为团队成员的努力可以通过在信任的基础上与经理建立关系来得到补偿，而这些关系的质量又可以防止倦怠并激发员工之间的敬业度。