To read this content please select one of the options below:

Understanding Muslim frontline employees’ perceived religious discrimination and emotional exhaustion

Walid Chaouali (Faculty of Law, Economics and Management of Jendouba, University of Jendouba, Jendouba, Tunisia and ERMA Laboratory, Faculty of Economic Sciences and Management of Tunis, Tunis El Manar University, Tunis, Tunisia)
Mohamed Yacine Haddoud (The British University in Dubai, Dubai, United Arab Emirates)
Mohamed Mousa (CENTRUM Católica Graduate Business School, Pontifical Catholic University of Peru, Lima, Peru)
Ahmed Mohamed Elbaz (Department of Economics and Business Administration, College of Economics and Business Administration, University of Technology and Applied Sciences, Salalah, Sultanate of Oman and Tourism Studies Department, Faculty of Tourism and Hotels, University of Sadat City, Sadat City, Egypt)
Narjess Aloui (Faculty of Economic Sciences and Management of Tunis, Tunis El Manar University, Tunis, Tunisia)
Fawzi Dekhil (Faculty of Economic Sciences and Management of Tunis, Tunis El Manar University, Tunis, Tunisia and ERMA Laboratory, Faculty of Economic Sciences and Management of Tunis, Tunis El Manar University, Tunis, Tunisia)

Journal of Services Marketing

ISSN: 0887-6045

Article publication date: 27 May 2024

Issue publication date: 25 June 2024

199

Abstract

Purpose

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.

Keywords

Acknowledgements

Funding: This research did not receive any specific grant from funding agencies in the public, commercial, or not-for-profit sectors.

Disclosure of potential conflicts of interest: The authors declare that there is no potential conflict of interest.

Citation

Chaouali, W., Haddoud, M.Y., Mousa, M., Elbaz, A.M., Aloui, N. and Dekhil, F. (2024), "Understanding Muslim frontline employees’ perceived religious discrimination and emotional exhaustion", Journal of Services Marketing, Vol. 38 No. 6, pp. 731-745. https://doi.org/10.1108/JSM-08-2023-0312

Publisher

:

Emerald Publishing Limited

Copyright © 2024, Emerald Publishing Limited

Related articles