The impact of organisational trust on work-from-home experience and work outcomes: a study of the Hong Kong workforce

Purpose The COVID‑19 pandemic accelerated the adoption of work‑from‑home (WFH) arrangements in Hong Kong to minimise the risk of cross-infections, reshaping a work culture previously dominated by office‑based routines. This study examines how organisational trust influences employees’ WFH experience, specifically job effectiveness and well‑being, and how these factors subsequently affect engagement and job satisfaction. Design/methodology/approach An instrument was developed to measure the constructs relevant to this study. Following an expert review and pilot testing, the instrument was administered in a formal online survey with 455 valid responses. Structural equation modelling (SEM) and confirmatory factor analysis (CFA) were utilised to evaluate the reliability, validity, and causal relationships among constructs. Findings The research reveals that organisational trust, which encompasses trust in the supervisor and trust in the institution, significantly affects employee engagement both directly and indirectly. The indirect effect is mediated solely through employee well-being. Specifically, trust in a supervisor has a stronger influence on employee well-being, while trust in institution more strongly predicts engagement. Employee engagement directly enhances job satisfaction for all workers. Originality/value The study addresses a gap in understanding remote work in Hong Kong. It contributes to theory by linking organisational trust with WFH experiences, employee engagement, and satisfaction. Furthermore, the study introduces validated instruments for assessing trust and WFH readiness for future research and practice.