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.
Bibliographical noteNOTICE: 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 , (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/
- Grievance styles
- Job satisfaction
ASJC Scopus subject areas
- Tourism, Leisure and Hospitality Management
Elbaz, A. M., Haddoud, M. Y., Onjewu, A-K., & Abdelhamied, H. H. S. (2019). Grievance handling in Egyptian hotels and travel agencies. Annals of Tourism Research, 76, 214-225. https://doi.org/10.1016/j.annals.2019.04.012