Grievance handling in Egyptian hotels and travel agencies |
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| Institution: | 1. Business Administration Department, College of Applied Sciences, Salalah, Oman;2. Tourism Studies Department, Faculty of Tourism and Hotels, University of Sadat City, Menoufia, Egypt;3. Plymouth Business School, Plymouth University, Drake Circus, Plymouth PL4 8AA, UK;4. International Centre for Transformational Entrepreneurship, Coventry University, CV1 5FB, UK;5. Hotel Studies Department, Faculty of Tourism and Hotels, University of Sadat City, Egypt;6. College Of Business, Umm Al-Qura University, Saudi Arabia;7. College of Business, Umm Al-Qura University, Al Taif Road, Makkah 24382, Saudi Arabia |
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| 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. |
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