TY - JOUR
T1 - Grievance handling in Egyptian hotels and travel agencies
AU - Elbaz, Ahmed Mohamed
AU - Haddoud, Mohamed Yacine
AU - Onjewu, Adah Kole Emmanuel
AU - Abdelhamied, Hany Hosny Sayed
PY - 2019/5/1
Y1 - 2019/5/1
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 - https://www.scopus.com/pages/publications/85064646279
U2 - 10.1016/j.annals.2019.04.012
DO - 10.1016/j.annals.2019.04.012
M3 - Article
AN - SCOPUS:85064646279
SN - 0160-7383
VL - 76
SP - 214
EP - 225
JO - Annals of Tourism Research
JF - Annals of Tourism Research
ER -
