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.
DOI
10.1016/j.annals.2019.04.012
Publication Date
2019-05-01
Publication Title
Annals of Tourism Research
Volume
76
Publisher
Elsevier Masson
ISSN
0160-7383
Embargo Period
2024-11-19
First Page
214
Last Page
225
Recommended Citation
Elbaz, A., Haddoud, M., Onjewu, A., & Abdelhamied, H. (2019) 'Grievance handling in Egyptian hotels and travel agencies', Annals of Tourism Research, 76, pp. 214-225. Elsevier Masson: Available at: https://doi.org/10.1016/j.annals.2019.04.012
