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 journalArticle

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 languageEnglish
Pages (from-to)214-225
Number of pages12
JournalAnnals of Tourism Research
Volume76
Early online date24 Apr 2019
DOIs
Publication statusPublished - May 2019

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travel agency
conflict management
gender
tourism
Tourism
employee
education
experience
literature
travel
Travel agency
Hotels
Grievance

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 journalArticle

Elbaz, Ahmed Mohamed ; Haddoud, Mohamed Yacine ; Onjewu, Adah-Kole ; Abdelhamied, Hany Hosny Sayed. / Grievance handling in Egyptian hotels and travel agencies. In: Annals of Tourism Research. 2019 ; Vol. 76. pp. 214-225.
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