IDEAS home Printed from https://ideas.repec.org/a/eee/anture/v76y2019icp214-225.html
   My bibliography  Save this article

Grievance handling in Egyptian hotels and travel agencies

Author

Listed:
  • 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
    as

    Download full text from publisher

    File URL: http://www.sciencedirect.com/science/article/pii/S0160738319300611
    Download Restriction: Full text for ScienceDirect subscribers only
    File URL: https://libkey.io/10.1016/j.annals.2019.04.012?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    References listed on IDEAS

    as
    1. Hakan Erkutlu & Jamel Chafra, 2015. "The mediating roles of psychological safety and employee voice on the relationship between conflict management styles and organizational identification," American Journal of Business, Emerald Group Publishing Limited, vol. 30(1), pages 72-91, April.
    2. Zhang, Zhi-Xue & Wei, Xin, 2017. "Superficial Harmony and Conflict Avoidance Resulting from Negative Anticipation in the Workplace," Management and Organization Review, Cambridge University Press, vol. 13(4), pages 795-820, December.
    3. Tanaya Nayak & Chandan Kumar Sahoo & Pravat Kumar Mohanty, 2017. "Impact of HR interventions on quality of work life: evidence from healthcare units," International Journal of Indian Culture and Business Management, Inderscience Enterprises Ltd, vol. 14(2), pages 214-236.
    4. Ragin, Charles C., 2000. "Fuzzy-Set Social Science," University of Chicago Press Economics Books, University of Chicago Press, edition 1, number 9780226702773, August.
    5. Helene Ahl, 2006. "Why Research on Women Entrepreneurs Needs New Directions," Entrepreneurship Theory and Practice, , vol. 30(5), pages 595-621, September.
    6. Taras, Vas & Rowney, Julie & Steel, Piers, 2009. "Half a century of measuring culture: Review of approaches, challenges, and limitations based on the analysis of 121 instruments for quantifying culture," Journal of International Management, Elsevier, vol. 15(4), pages 357-373, December.
    7. Baum, Tom, 2015. "Human resources in tourism: Still waiting for change? – A 2015 reprise," Tourism Management, Elsevier, vol. 50(C), pages 204-212.
    8. Barbara Vis, 2012. "The Comparative Advantages of fsQCA and Regression Analysis for Moderately Large-N Analyses," Sociological Methods & Research, , vol. 41(1), pages 168-198, February.
    9. Gunkel, Marjaana & Schlaegel, Christopher & Taras, Vas, 2016. "Cultural values, emotional intelligence, and conflict handling styles: A global study," Journal of World Business, Elsevier, vol. 51(4), pages 568-585.
    10. Leila Canaan Messarra & Silva Karkoulian & Abdul-Nasser El-Kassar, 2016. "Conflict resolution styles and personality," International Journal of Productivity and Performance Management, Emerald Group Publishing Limited, vol. 65(6), pages 792-810, July.
    11. Woodside, Arch G., 2014. "Embrace•perform•model: Complexity theory, contrarian case analysis, and multiple realities," Journal of Business Research, Elsevier, vol. 67(12), pages 2495-2503.
    12. Coviello, Nicole E. & Jones, Marian V., 2004. "Methodological issues in international entrepreneurship research," Journal of Business Venturing, Elsevier, vol. 19(4), pages 485-508, July.
    13. MAREK HUDON & BENJAMIN HUYBRECHTS & Vasco BRUMMER & Carsten HERBES & Naomi GERICKE, 2017. "CONFLICT HANDLING IN RENEWABLE ENERGY COOPERATIVES (RECs): ORGANIZATIONAL EFFECTS AND MEMBER WELL-BEING," Annals of Public and Cooperative Economics, Wiley Blackwell, vol. 88(2), pages 179-202, June.
    14. repec:ucp:bkecon:9780226702766 is not listed on IDEAS
    15. Brown, Lorraine & Osman, Hanaa, 2017. "The female tourist experience in Egypt as an Islamic destination," Annals of Tourism Research, Elsevier, vol. 63(C), pages 12-22.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. 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.
    2. 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).
    3. 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).

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Nowiński, Witold & Haddoud, Mohamed Yacine, 2019. "The role of inspiring role models in enhancing entrepreneurial intention," Journal of Business Research, Elsevier, vol. 96(C), pages 183-193.
    2. Douglas, Evan & Prentice, Catherine, 2019. "Innovation and profit motivations for social entrepreneurship: A fuzzy-set analysis," Journal of Business Research, Elsevier, vol. 99(C), pages 69-79.
    3. Romero-Castro, Noelia & Piñeiro-Chousa, Juan & Pérez-Pico, Ada, 2021. "Dealing with heterogeneity and complexity in the analysis of the willingness to invest in community renewable energy in rural areas," Technological Forecasting and Social Change, Elsevier, vol. 173(C).
    4. Torres, Pedro & Augusto, Mário & Godinho, Pedro, 2017. "Predicting high consumer-brand identification and high repurchase: Necessary and sufficient conditions," Journal of Business Research, Elsevier, vol. 79(C), pages 52-65.
    5. Boratyńska, Katarzyna & Grzegorzewska, Emilia, 2018. "Bankruptcy prediction in the agribusiness sector: Lessons from quantitative and qualitative approaches," Journal of Business Research, Elsevier, vol. 89(C), pages 175-181.
    6. Paulo Ferreira & Andreia Dionísio, 2016. "Entrepreneurship rates: the fuzzy-set approach," Eastern European Business and Economics Journal, Eastern European Business and Economics Studies Centre, vol. 2(2), pages 111-128.
    7. Yu-Li Lin & Hsiu-Wen Liu & Fengzeng Xu & Hao Wang, 2016. "Environmental Conditions, Entrepreneur Alertness and Social Capital on Performance," International Business Research, Canadian Center of Science and Education, vol. 9(8), pages 1-13, August.
    8. Sheng, Margaret L. & Chien, Iting, 2016. "Rethinking organizational learning orientation on radical and incremental innovation in high-tech firms," Journal of Business Research, Elsevier, vol. 69(6), pages 2302-2308.
    9. Russo, Ivan & Confente, Ilenia, 2019. "From dataset to qualitative comparative analysis (QCA)—Challenges and tricky points: A research note on contrarian case analysis and data calibration," Australasian marketing journal, Elsevier, vol. 27(2), pages 129-135.
    10. Russo, Ivan & Confente, Ilenia & Gligor, David M. & Autry, Chad W., 2016. "To be or not to be (loyal): Is there a recipe for customer loyalty in the B2B context?," Journal of Business Research, Elsevier, vol. 69(2), pages 888-896.
    11. repec:ers:journl:v:xxiv:y:2021:i:3b:p:827-837 is not listed on IDEAS
    12. Douglas, Evan J. & Shepherd, Dean A. & Prentice, Catherine, 2020. "Using fuzzy-set qualitative comparative analysis for a finer-grained understanding of entrepreneurship," Journal of Business Venturing, Elsevier, vol. 35(1).
    13. Stephan M. Liozu & Sven Feurer & Andreas Hinterhuber & Arch Woodside, 2021. "Configurational theory and practices of firms employing multiple pricing policies: assessing effective and ineffective pricing recipes in multiple firm contexts," Journal of Revenue and Pricing Management, Palgrave Macmillan, vol. 20(4), pages 420-435, August.
    14. Raïes, Karine & Mühlbacher, Hans & Gavard-Perret, Marie-Laure, 2015. "Consumption community commitment: Newbies' and longstanding members' brand engagement and loyalty," Journal of Business Research, Elsevier, vol. 68(12), pages 2634-2644.
    15. Ren, Shengce & Tsai, Huei-Ting & Eisingerich, Andreas B., 2016. "Case-based asymmetric modeling of firms with high versus low outcomes in implementing changes in direction," Journal of Business Research, Elsevier, vol. 69(2), pages 500-507.
    16. Bleoju, Gianita & Capatina, Alexandru & Rancati, Elisa & Lesca, Nicolas, 2016. "Exploring organizational propensity toward inbound–outbound marketing techniques adoption: The case of pure players and click and mortar companies," Journal of Business Research, Elsevier, vol. 69(11), pages 5524-5528.
    17. Ferguson, Graham & Megehee, Carol M. & Woodside, Arch G., 2017. "Culture, religiosity, and economic configural models explaining tipping-behavior prevalence across nations," Tourism Management, Elsevier, vol. 62(C), pages 218-233.
    18. Mohsen, Kholoud & Eng, Teck-Yong, 2016. "The antecedents of cross-functional coordination and their implications for marketing adaptiveness," Journal of Business Research, Elsevier, vol. 69(12), pages 5946-5955.
    19. Pappas, Nikolaos & Caputo, Andrea & Pellegrini, Massimiliano Matteo & Marzi, Giacomo & Michopoulou, Eleni, 2021. "The complexity of decision-making processes and IoT adoption in accommodation SMEs," Journal of Business Research, Elsevier, vol. 131(C), pages 573-583.
    20. Scarpi, Daniele & Pizzi, Gabriele & Raggiotto, Francesco & Mason, Michela, 2018. "A qualitative comparative analysis (QCA) of satisfaction toward extreme sporting Events," Australasian marketing journal, Elsevier, vol. 26(4), pages 358-368.
    21. Boratyńska, Katarzyna, 2016. "FsQCA in corporate bankruptcy research. An innovative approach in food industry," Journal of Business Research, Elsevier, vol. 69(11), pages 5529-5533.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:eee:anture:v:76:y:2019:i:c:p:214-225. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Catherine Liu (email available below). General contact details of provider: http://www.journals.elsevier.com/annals-of-tourism-research/ .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.