Article (Accepted Version) http://sro.sussex.ac.uk Boukis, Achilleas, Koritos, Christos, Daunt, Kate L and Papastathopoulos, Avraam (2019) Effects of customer incivility on frontline employees and the moderating role of supervisor leadership style. Tourism Management, 77. pp. 1-14.

This study examines how the demographic profiles of residents (gender, level of education, nationality, length of residency, and age) moderate the relationship between residents’ perceptions of the impact of tourism and their support for tourism development. The aim of the study was to gain knowledge on the understudied emerging countries, the underexplored geographical area of Middle East and North Africa, and most specifically on the UAE which is the most competitive destination among them. This study is the first to use the novel Bayesian SEM multigroup approach to overcome the major issue of the non-normal distributions of data. The data are derived from 631 residents of Abu Dhabi and Dubai. The results indicate that residents’ perceptions influence residents’ support for tourism development. Additionally, the multigroup analysis reveals that gender, education, and nationality influence the perceptions of residents while length of residency and age do not have a significant effect.

Purpose This paper aims to investigate residents’ perceptions of tourism’s impact on their support for tourism development in Abu Dhabi, United Arab Emirates (UAE). Design/methodology/approach Data were collected using self-administered questionnaires from Abu Dhabi residents (n = 407), who represented 30 nationalities residing in the emirate. Based on social exchange theory, structural equation modeling was used to test hypotheses. Findings Results suggest that Abu Dhabi residents perceive the impacts of tourism positively and are more sensitive to the environmental and economic influences of tourism than the social and cultural influences. Research limitations/implications This study was limited to Abu Dhabi residents; findings cannot be generalized to other emirates in the UAE, or other countries. Originality/value This study adds value to extant tourism literature by investigating residents’ perceptions of the influence of tourism in one of the richest cities worldwide, which aspires to be one of the fastest growing tourism destinations in the Middle East.

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Purpose The purpose of this paper id to investigate the influence of nationality on residents’ perceptions of the impacts of tourism, and their support for tourism development, in Abu Dhabi, United Arab Emirates (UAE). Design/methodology/approach Data were collected from self-administered questionnaires from 407 residents, representing 30 nationalities residing in Abu Dhabi. Findings The findings suggest differences in perceptions of the impacts of tourism between national and expatriate residents. Despite these differences, both groups reported support of tourism development. Research limitations/implications This paper groups residents into only two groups – nationals and expatriates – which limits the explanation of findings. Tourism officials should customize strategies to reach targeted group of residents. Originality/value Extant literature examines residents’ perceptions of the impacts of tourism in homogenous groups, and little research explores the influence of nationality on residents’ perceptions. This study is the first to be conducted in Abu Dhabi – where more than 80 per cent of the population is comprised of expatriates – that identifies differences in perceptions between national and expatriate residents regarding tourism’s impacts.