Antecedents of Employees’ Perception and Attitude to Risks: The Experience of Egyptian Tourism and Hospitality Industry

Elshaer, Abdallah M.; Marzouk, Asmaa M.; Khalifa, Gamal S. A.

doi:10.1080/1528008x.2022.2050877

Cited by 19 publications

(16 citation statements)

References 66 publications

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“…Traders’ experiences and social networks were found to influence fire risk perceptions. In the Makola market, where many stakeholders have witnessed and experienced fire disasters, the perceptions of traders and union executives are high about fire risk and promoted precautionary measures—affirming how a direct disaster experience can positively influence the public's perception of preparedness (Becker et al, 2017; Elshaer et al, 2022; Terpstra et al, 2009). It is thus apparent that traders who have regularly witnessed fire disasters with significant damages perceive marketplace fires as risky and dangerous.…”

Section: Discussionmentioning

confidence: 99%

Fire risk communication in the urban informal sector: Evidence from traditional marketplaces in Accra, Ghana

Abunyewah

Okyere

Frimpong³

et al. 2022

Risk Hazard & Crisis Pub Pol

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Urban marketplace fires in Ghana are chronic, devasting in economic losses and disproportionately impacting informal sector workers. Yet, the scholarly works on urban disasters have focused on hydrometeorological and other man‐made disasters to the neglect of marketplace fires, particularly the challenges in risk communication between emergency management agencies and urban marketplace workers. In seeking to extend the emerging but scant work on urban marketplace fires in Ghana, this paper analysed fire risk communication to understand how socio‐cultural factors influence the perceptions and protective behavioral strategies of traders in two traditional urban marketplaces of Accra. In‐depth interviews with both public agencies and traders showed that traders’ social networks and interactions are important sources and channels for fire risk communication, albeit unharnessed by formal emergency management agencies. It also revealed how cultural elements such as religious beliefs about fire risks affect proactiveness in fire risk preparedness and response. To ensure effective risk communication about marketplace fires, this paper calls attention to and mainstreaming of socio‐cultural aspects of everyday life in marketplaces into disaster risk planning and management.

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Section: Discussionmentioning

confidence: 99%

Fire risk communication in the urban informal sector: Evidence from traditional marketplaces in Accra, Ghana

Abunyewah

Okyere

Frimpong³

et al. 2022

Risk Hazard & Crisis Pub Pol

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“…Given that PCSP can significantly increase successful delivery of services and therefore boost customers’ experiences (Raub and Liao, 2012), this study focused on five-star hotels because they are the tourist establishments that are most keen to provide luxury and high-quality services (Hossain et al , 2020; López-Cabarcos et al , 2015). This study was conducted in Egypt, an important tourism and hospitality country in the Middle East (Elshaer et al , 2022; Mohamed et al , 2020). We recruited human resource managers from 18 five-star hotels in Egypt to participate in our research.…”

Section: Methodsmentioning

confidence: 99%

How organizational justice in the hospitality industry influences proactive customer service performance through general self-efficacy

Abuelhassan

AlGassim

2022

IJCHM

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Purpose Based on social exchange theory (SET) and conservation of resources (COR) theory, this study aims to examine the unique combined impact of procedural justice (PJ) and distributive justice (DJ) on proactive customer service performance (PCSP) and general self-efficacy (GSE) in the hospitality industry. It also estimates these variables’ joint effect on PCSP controlling GSE. Design/methodology/approach The study’s results were derived from a sample of 380 frontline supervisor–subordinate dyads, placed in 18 five-star hotels, through three-wave data collection. The hypotheses and construct validity were generated through structural equation modeling. Findings The combined impact of DJ and PJ on GSE and PCSP was significantly positive, and GSE mediated the relationships between DJ and PCSP as well as PJ and PCSP. Practical implications To improve service employees’ GSE and PCSP, hospitality management should guide and encourage managers to highlight and maintain organizational justice (OJ) in all their strategies and operations. DJ and PJ are advised to appreciate service employees’ GSE and extra-role behaviors (e.g. PCSP) through providing organizational resources. Originality/value This paper offers unique practical and theoretical contributions to the hospitality industry and associated literature by implementing SET and COR theory with OJ, GSE and PCSP constructs.

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“…Depending on an individual’s attitude toward risk-taking, both risk-avoiding behavior (i.e. risk aversion) and risk-taking behavior (risk loving) have been subjects of extensive studies (Rohrmann, 1998; Kurtulus et al , 2011; Elshaer et al , 2022).…”

Section: Risk: a Behavioral Perspectivementioning

confidence: 99%

Service agents’ risk behavior and implications for co-creation

Chathoth

Ungson

2023

IJCHM

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Purpose This paper aims to develop a conceptual framework for further understanding the risks embedded in co-creation services in high-contact service transactions. It delineates behavioral and economic perspectives focusing on agency costs, risk behavior, compensation structure and provides a context in which information is processed. Design/methodology/approach Following an extensive review of the literature, propositions are advanced that relate an agent’s risk behavior to information processing, compensation and the propensity to engage in co-creation. These propositions provide a complementary context for understanding risks in the co-creation process. Findings The propositions detail how a service agent’s information processing can be enhanced if the customer’s expected utility from transactions is maximized by managing the agent’s risk behavior and earnings potential. A compensation structure that balances fixed base and variable pay can motivate risk-taking and the agent’s propensity to engage in co-creation. Originality/value This paper extends the understanding of agency risks in the co-creation of hospitality services that integrates economic and behavioral perspectives with information processing. Theoretical implications include a broader context of the risks underlying co-creation. Practical implications relate to how earnings potential could be maximized by considering the agent’s risk behavior and the expected utility arising from such transactions.

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Antecedents of Employees’ Perception and Attitude to Risks: The Experience of Egyptian Tourism and Hospitality Industry

Cited by 19 publications

References 66 publications

Fire risk communication in the urban informal sector: Evidence from traditional marketplaces in Accra, Ghana

Fire risk communication in the urban informal sector: Evidence from traditional marketplaces in Accra, Ghana

How organizational justice in the hospitality industry influences proactive customer service performance through general self-efficacy

Service agents’ risk behavior and implications for co-creation

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