Grievance handling in Egyptian hotels and travel agencies

Ahmed Mohamed  Elbaz; Mohamed Yacine  Haddoud; Adah-Kole  Onjewu; Hany Hosny Sayed Abdelhamied

doi:10.1016/j.annals.2019.04.012

Grievance handling in Egyptian hotels and travel agencies

Ahmed Mohamed Elbaz, Mohamed Yacine Haddoud, Adah-Kole Onjewu, Hany Hosny Sayed Abdelhamied

Research output: Contribution to journal › Article › peer-review

4 Citations (Scopus)

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Abstract

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.

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	https://doi.org/10.1016/j.annals.2019.04.012
Publication status	Published - May 2019

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

Access to Document

10.1016/j.annals.2019.04.012

Post-PrintAccepted author manuscript, 997 KBLicence: CC BY-NC-ND

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