Grievance handling in Egyptian hotels and travel agencies

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

*Corresponding author for this work

Research output: Contribution to journalArticlepeer-review

16 Citations (Scopus)


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
Publication statusPublished - May 2019


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