Exploring the Impact of Leadership Communication on Employee Trust and Organizational Citizenship Behavior in Healthcare Organizations
Keywords:
Leadership communication, employee trust, organizational citizenship behavior, healthcare management, qualitative research, Iranian hospitals, organizational behaviorAbstract
This study aims to explore how leadership communication influences employee trust and organizational citizenship behavior (OCB) in healthcare organizations. A qualitative research design was employed using semi-structured, in-depth interviews with 20 healthcare professionals from public and private hospitals in Tehran, Iran. Participants were selected through purposive sampling to ensure diversity in roles, experiences, and hierarchical levels. Data collection continued until theoretical saturation was reached. The interviews were transcribed verbatim and analyzed using thematic analysis following Braun and Clarke’s six-phase framework. NVivo software was utilized to support systematic coding and theme development. Ethical protocols, including informed consent, confidentiality, and voluntary participation, were strictly followed throughout the study. Three main themes emerged: (1) Dimensions of Leadership Communication, which included clarity, empathy, feedback, accessibility, and consistency; (2) Development of Employee Trust, shaped by leader integrity, fairness, competence, psychological safety, and long-term relationship orientation; and (3) Organizational Citizenship Behavior, encompassing altruism, conscientiousness, civic virtue, sportsmanship, and organizational loyalty. Participants emphasized that transparent and empathic leadership communication fostered a supportive atmosphere, strengthened relational trust, and encouraged voluntary, prosocial behaviors that exceeded formal job requirements. Trust was reported to be particularly influenced by how leaders handled feedback, admitted mistakes, and communicated during crises. The findings highlight the crucial role of leadership communication in shaping trust and promoting OCB in healthcare settings. Effective communication practices—especially those grounded in empathy, fairness, and transparency—can foster positive relational climates and enhance organizational functioning. The results offer practical insights for healthcare administrators aiming to build resilient, trust-based teams and underscore the need for culturally responsive leadership development.
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