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Item type:Publication, Understanding Muslim frontline employees’ perceived religious discrimination and emotional exhaustion(Emerald Publishing, 2024-06-25)This study aims to investigate the impact of perceived subtle and overt discrimination on employees’ emotional exhaustion, along with potential mitigating factors such as social support, organizational inclusion and religiosity. Design/methodology/approach: The research is based on a sample of 359 Muslim employees working in US restaurants. The data are analyzed using fuzzy-set Qualitative Comparative Techniques. Findings: The results reveal that high/low emotional exhaustion in tourism and hospitality sector is triggered by multiple combinations of high/low levels of subtle and overt discrimination, family and friends support and religiosity. Such findings hold important implications to both theory and practice. Research limitations/implications: By using fuzzy-set Qualitative Comparative Analysis, this research stands out from studies on discrimination that use conventional statistical methods. It proposes several solutions leading to a single outcome (high/low emotional exhaustion). This new approach contributes to the advancement of theory in this context. Practical implications: This study shows that there is no single best solution for high/low emotional exhaustion. Stated differently, multiple solutions provide several ways for firms to mitigate employees’ emotional exhaustion. Originality/value: Religious discrimination in workplaces is increasing at an alarming rate, particularly in customer facing roles, such as the tourism and hospitality industry. This is having detrimental effects on employees from minority groups, often leading to excessive levels of emotional exhaustion. Nonetheless, the extant literature has somewhat understated the consequences of this issue, creating a void that needs to be fulfilled. This study addresses this gap.1 - Some of the metrics are blocked by yourconsent settings
Item type:Publication, Psychological Contract of Employees in Family-Owned Hotels: The Role of Talent Management Practices(Emerald Publishing, 2023-11-14)This study aims to analyse how talent management practices in family-owned hotels contribute to their employees' fulfilment of their psychological contract. Design/methodology/approach: Semi-structured interviews were conducted with 30 employees working at three different family business hotels in Sharm El-Sheikh, Egypt. Moreover, thematic analysis was undertaken on the collected data resulting in four major themes. Findings: The findings revealed that stimulating employees to fulfil their psychological contract towards their family-owned hotels leads to several benefits. First, it leads to talent management practices that support crisis management, sustainability and resilience. Second, it contributes to empathy towards or at least a deep concern for the future of work in the hospitality sector. Third, to fulfil their psychological contract, employees, particularly non-family members, require inclusive talent management and ongoing training programmes tailored to prepare them to meet current and future challenges in the hospitality sector. Originality/value: To the best of the authors' knowledge, the present study is the first study to empirically investigate the relationship between talent management practices and the psychological contract of employees in family-owned hotels, especially in developing economy context of Egypt. Also, it is one of the pioneering studies to unpack these dynamics for family as well as non-family employees. - Some of the metrics are blocked by yourconsent settings
Item type:Publication, An Empirical Model for Measuring Quality and Maturity of Interoperability of E-Government Solutions: Case Study—Public Entities Related to Tourism, Hospitality, and Gastronomy in Ecuador(Springer Science and Business Media Deutschland GmbH, 2023-01-01)Interoperability has become a fundamental tool for the development of e-government services through which different state institutions exchange information (e.g., in the form of open data) and build joint IT solutions for the benefit of the citizen. Many of these solutions are not evaluated on factors such as the quality of the systems and the maturity of the interoperability itself, and thus do not achieve either high usage rates by citizens or good ratings by those who do use them. Present paper proposes a model for evaluating the quality and maturity of interoperable solutions, which is used to evaluate, as a case study, the public institutions in charge of tourism and the reactivation of the post-pandemic sector in the Republic of Ecuador. - Some of the metrics are blocked by yourconsent settings
Item type:Publication, They sell Shawarma and pain: How do refugee entrepreneurs include host-country citizens? Evidence from a non-Western country(SAGE Publications Inc., 2025-01-01)The aim of this paper is to explore how Syrian entrepreneurs in Egypt might ensure the inclusion of Egyptian employees in their restaurants in return for gratitude for the good treatment they receive from that country. The empirical sample comprises 54 semi-structured interviews with employees working full-time in restaurants owned by Syrians in Egypt. The findings showed that the previous disappointments and hardships of the refugees shape their way of thinking and behaving. The interviews indicated that Syrian refugees in Egypt return the gratitude they receive from their host country with long working hours, low financial incentives, and second-class treatment for their Egyptian employees. Moreover, the findings also indicated that guaranteeing Syrian entrepreneurs ongoing action resources (access to education, health, the labour market), emancipative values (ongoing tolerance from the host-country citizens) and civic entitlement (laws to secure freedom for Syrian refugees) might result in him or her feeling like the master that the citizens of the host country should please because he has suffered a lot in his country of origin.2