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Grievance handling in Egyptian hotels and travel agencies

Author

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

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.

Suggested Citation

  • Elbaz, Ahmed Mohamed & Haddoud, Mohamed Yacine & Onjewu, Adah-Kole Emmanuel & Abdelhamied, Hany Hosny Sayed, 2019. "Grievance handling in Egyptian hotels and travel agencies," Annals of Tourism Research, Elsevier, vol. 76(C), pages 214-225.
    • Handle: RePEc:eee:anture:v:76:y:2019:i:c:p:214-225
    DOI: 10.1016/j.annals.2019.04.012
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    References listed on IDEAS

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    Cited by:

    1. Ladkin, Adele & Mooney, Shelagh & Solnet, David & Baum, Tom & Robinson, Richard & Yan, Hongmin, 2023. "A review of research into tourism work and employment: Launching the Annals of Tourism Research curated collection on tourism work and employment," Annals of Tourism Research, Elsevier, vol. 100(C).
    2. Islam Elbayoumi Salem & Ahmed Mohamed Elbaz & Alamir Al-Alawi & Nasser Alhamar Alkathiri & Kareem A. Rashwan, 2022. "Investigating the Role of Green Hotel Sustainable Strategies to Improve Customer Cognitive and Affective Image: Evidence from PLS-SEM and fsQCA," Sustainability, MDPI, vol. 14(6), pages 1-17, March.
    3. Boukis, Achilleas & Koritos, Christos & Papastathopoulos, Avraam & Buhalis, Dimitrios, 2023. "Customer incivility as an identity threat for frontline employees: The mitigating role of organizational rewards," Annals of Tourism Research, Elsevier, vol. 100(C).

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