Abstract
| Original language | English |
|---|---|
| Pages (from-to) | 214-225 |
| Number of pages | 12 |
| Journal | Annals of Tourism Research |
| Volume | 76 |
| Early online date | 24 Apr 2019 |
| DOIs | |
| Publication status | Published - May 2019 |
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Bibliographical note
NOTICE: this is the author’s version of a work that was accepted for publication in Annals of Tourism Research. Changes resulting from the publishing process, such as peer review, editing, corrections, structural formatting, and other quality control mechanisms may not be reflected in this document. Changes may have been made to this work since it was submitted for publication. A definitive version was subsequently published in Annals of Tourism Research [76], (2019) DOI: 10.1016/j.annals.2019.04.012© 2019, Elsevier. Licensed under the Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International http://creativecommons.org/licenses/by-nc-nd/4.0/
Keywords
- Egypt
- Grievance styles
- Job satisfaction
ASJC Scopus subject areas
- Development
- Tourism, Leisure and Hospitality Management
Cite this
Grievance handling in Egyptian hotels and travel agencies. / Elbaz, Ahmed Mohamed ; Haddoud, Mohamed Yacine ; Onjewu, Adah-Kole ; Abdelhamied, Hany Hosny Sayed.
In: Annals of Tourism Research, Vol. 76, 05.2019, p. 214-225.Research output: Contribution to journal › Article
}
TY - JOUR
T1 - Grievance handling in Egyptian hotels and travel agencies
AU - Elbaz, Ahmed Mohamed
AU - Haddoud, Mohamed Yacine
AU - Onjewu, Adah-Kole
AU - Abdelhamied, Hany Hosny Sayed
N1 - NOTICE: this is the author’s version of a work that was accepted for publication in Annals of Tourism Research. Changes resulting from the publishing process, such as peer review, editing, corrections, structural formatting, and other quality control mechanisms may not be reflected in this document. Changes may have been made to this work since it was submitted for publication. A definitive version was subsequently published in Annals of Tourism Research [76], (2019) DOI: 10.1016/j.annals.2019.04.012 © 2019, Elsevier. Licensed under the Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International http://creativecommons.org/licenses/by-nc-nd/4.0/
PY - 2019/5
Y1 - 2019/5
N2 - The literature on grievance handling is a highly developed body of work. Yet, findings on the most effective means of conflict management remain inconclusive. To address this gap, the current study adopts a novel fuzzy-set configuration approach using a sample of 857 employees in Egyptian tourism and hospitality. Consistent with the view that grievance handling is a complex issue that is responsive to “equifinal” solutions, the inherent findings establish the existence of two effective but alternative grievance handling techniques. These two styles were found to differ in terms of education, experience, age, gender and the nature of the organisation. The findings hold important implications for theory and practice.
AB - The literature on grievance handling is a highly developed body of work. Yet, findings on the most effective means of conflict management remain inconclusive. To address this gap, the current study adopts a novel fuzzy-set configuration approach using a sample of 857 employees in Egyptian tourism and hospitality. Consistent with the view that grievance handling is a complex issue that is responsive to “equifinal” solutions, the inherent findings establish the existence of two effective but alternative grievance handling techniques. These two styles were found to differ in terms of education, experience, age, gender and the nature of the organisation. The findings hold important implications for theory and practice.
KW - Egypt
KW - Grievance styles
KW - Job satisfaction
UR - http://www.scopus.com/inward/record.url?scp=85064646279&partnerID=8YFLogxK
U2 - 10.1016/j.annals.2019.04.012
DO - 10.1016/j.annals.2019.04.012
M3 - Article
VL - 76
SP - 214
EP - 225
JO - Annals of Tourism Research
JF - Annals of Tourism Research
SN - 0160-7383
ER -