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The importance of employees’ job embeddedness perception in the airline companies has not been given the required attention. To recognise the role of frontline employees’ perception regarding job embeddedness, the present research aims to develop and investigate a model that examines the determinants and consequences of employees’ job embeddedness in airline industry. The current study also aims to enrich the literature on human resources in the fields of transportation service management as the lifeblood of tourism industry as a related service industry by providing a comprehensive framework and measurement scale regarding the social exchange theory.

The study used a survey among a sample representative of frontline employees operating in Egyptian airline industry across Egypt. In total, 870 questionnaires were collected and analysed using structural equation modelling using WarpPLS 6.0.

The results indicate that both supervisors’ support and employees’ advocacy have a significant effect on job embeddedness. In addition, it found out that job embeddedness has a significant effect on organisational commitment and employees’ intention to leave.

This paper is conceptual in nature regarding the social exchange theory in service related industries such as airlines and tourism.

The authors intend to use these considerations as a basis for future research implications for tourism small- and medium-sized enterprises in the Middle-Eastern and North-African region.

This paper contributes to the literature on social exchange theory by measuring factors affecting employees’ job embeddedness in the Egyptian airline industry, notably its related human resources as a service industry.

This study developed and empirically tested a comprehensive model of job embeddedness with its drivers and evaluated its impact on both organisational commitment and intention to leave. Such findings hold important implications for tourism small- and medium-sized enterprises in the Middle-Eastern and North-African region.

The purpose of this study is to investigate the perceived severity of service failure (PSSF) and service recovery strategies (SRSs) as antecedents of customer forgiveness (CF), customer reconciliation, negative word-of-mouth and re-patronage intention as outcomes across two Middle Eastern countries: Egypt and Oman.

A quantitative technique was used, using a questionnaire, to collect data from customers of the national airline companies of Egypt and Oman. The perspectives of 1,084 airline customers were analysed using partial least squares-structural equation modelling.

The results of this study show that service failure severity has a negative influence on the effectiveness of SRSs. In turn, proper SRSs strongly and positively affect both Egyptian and Omani CF. Furthermore, the findings of this study indicate that service failure habit plays an important role in increasing the negative influence of perceived service failure severity on Egyptian, but not Omani, CF. Overall, results suggest that CF differs considerably between Egyptians and Omanis.

This study developed and empirically examined a comprehensive conceptual model of the drivers and outcomes of CF of airline companies. This study provides academics with meaningful insights into how social and cultural differences between customers in different countries can result in sometimes dramatically different behaviours following a service failure.

本研究在埃及和阿曼两个中东国家调查了感知的服务失败严重性（PSSF）, 并将其作为服务恢复策略, 作为顾客宽恕, 顾客和解, 负面口碑和重购意向的前因变量。

本研究采用定量方法, 使用问卷调查, 从埃及和阿曼国家航空公司的顾客中收集数据。使用PLS-SEM分析了1084个航空公司客户的观点。

结果表明, 服务失败严重性对服务恢复策略的有效性有负面影响。相应地, 适当的服务恢复策略对埃及和阿曼顾客的宽恕度有强烈的积极影响。此外, 研究结果表明, 在埃及（而不是阿曼）的顾客中, 服务失败习惯对感知到的服务失败严重程度对宽恕的负面影响方面起着重要作用。总体而言, 结果表明, 埃及和阿曼顾客之间的顾客客户宽恕差异很大。

本研究开发并实证检验了航空公司顾客宽恕的驱动因素和结果的综合概念模型。本研究为学界提供了有意义的见解, 即了解不同国家/地区的顾客之间的社会和文化差异如何导致服务失败后出现截然不同的行为。

Este estudio analizó la gravedad percibida de los fallos del servicio de reclamaciones (PSSF) y quejas como antecedentes de respuesta a los clientes, la reconciliación con el mismo, el boca a boca negativo y la intención de patrocinio como resultados en dos países del Medio Oriente (MO): Egipto y Omán.

se empleó una técnica cuantitativa, utilizando un cuestionario, para recopilar datos de los clientes de las compañías aéreas nacionales de Egipto y Omán. Se analizaron las perspectivas de 1084 clientes de aerolíneas utilizando PLS-SEM.

los resultados muestran que la gravedad de los fallos en el servicio tiene una influencia negativa en la efectividad de las estrategias del servicio de reclamaciones. Asimismo, las estrategias de este tipo afectan fuerte y positivamente sobre la empatía de los clientes egipcios y omaníes. Además, los resultados indican que los fallos en el servicio de quejas, juega un papel importante en el aumento de la influencia negativa de la severidad percibida sobre el servicio y la consideración a la hora de perdonar por parte del cliente egipcio, pero no en el omaní. En general, los resultados sugieren que el perdón del cliente difiere considerablemente entre egipcios y omaníes.

el estudio se desarrolló y se implementó empíricamente sobre un modelo conceptual integrado de impulsores y resultados del perdón de los clientes de las compañías aéreas. El estudio brinda a los académicos información significativa sobre cómo las diferencias sociales y culturales entre los clientes en diferentes países pueden resultar en comportamientos a veces dramáticamente diferentes en los fallos en el servicio.

This study aims to examine the influence of the three dimensions of travel agents’ manager competencies – ability, motivation and opportunity seeking – on knowledge transfer and travel agents’ performance. In addition, the study investigates how employee’s absorptive capacity moderates the effects of managers’ competencies on knowledge received by the employees and moderates the effects of knowledge received by the employees on travel agents’ performance.

A positivist research philosophy was adopted with a quantitative approach, in which quantitative data were gathered based on questionnaires to tackle different stages of the study. To test the hypotheses, a self-administrated face-to-face survey of about 42 questions, launched on November 7, 2016, was used to compile response from top and medium management Category A travel agents operating in Egypt.

Based on a sample of 577 travel agents’ frontline employees, the results showed that the three dimensions of travel agents’ competencies have a positive effect on knowledge received by the employee. Findings further indicated that knowledge received by employee mediates the link between these three competencies and travel agents’ performance. The link between the competencies and knowledge received by the employee was found to be positively moderated by employee absorptive capacity. Moreover, these findings suggested that the relationship between knowledge received and travel agents’ performance is stronger when employees’ absorptive capacity is greater.

This study is bound by certain limitations that also provide fertile grounds for further research. First, the study examined how an employee’s absorptive capacity moderates the effects of managers’ competencies on knowledge received by the employees and moderates the effects of knowledge received by the employees on travel agents’ performance. However, innovation as a dependent variable can be investigated. Second, one limitation is that the study is restricted to Category A travel agents only in Greater Cairo. Third, examining the antecedents of ability, motivation and opportunity seeking to transfer knowledge is also important.

It is important for travel agents, owners, managers and employees to acknowledge absorptive capacity as a critical component for organizations to sustain, grow and compete. Travel agents can also take steps to develop their employees’ absorptive capacity. Doing so would further enhance the success of knowledge, employees and travel agents’ performance. Also, travel agents’ top management has to ensure their employees’ absorbing knowledge, identifying and recognizing external knowledge, processing and understanding it, combining it with existing knowledge and applying the new knowledge to commercial ends. Hence, the development of absorptive capacity contributes to a travel agent’s achievement of competitive advantage.

This study contributes to the literature by expanding the extant literature on knowledge transfer and absorptive capacity by investigating the influence of travel agents’ manager competencies – ability, motivation and opportunity seeking – for knowledge transfer in the Egyptian context. In addition, it investigates the direct effects of the three dimensions of travel agents’ manager competencies – ability, motivation and opportunity seeking – for knowledge transfer. Finally, the paper investigates how employee’s absorptive capacity moderates the effects of managers’ competencies on knowledge received by the employees and moderates the effects of knowledge received by the employees on travel agents’ performance

This study aims to examine the role of eco-label hotel engagement as a pathway to sustainable practices via scouting entrepreneurial resilience and orientation at highly ranked hotels in Oman. The authors developed and tested a novel model built on resilience theory, the theory of entrepreneurial orientation and the theory of reasoned action (TRA).

Data from 167 human resources directors, hotel managers and other employees were analyzed by partial least squares structural equation modeling (PLS-SEM) and fuzzy-set qualitative comparative analysis (fsQCA).

Results indicate a strong positive relationship between entrepreneurial resilience and entrepreneurial orientation. Entrepreneurial orientation significantly increased all eco-label strategies, but not all strategies enhanced sustainable tourism practices. High adoption of sustainability practices depended on core strategies related to awareness, benefits, reputation and necessity, but the cost was also an issue. Managers adopted sustainability practices if they were not perceived as costly, or when perceived as costly if they believed they would help them reduce operating costs.

Policymakers should assist hotel managers when the sector is hit by political events, natural disasters or health crises such as the current pandemic can bounce back and develop their resilience. Likewise, training and workshops can be organized to improve managers’ entrepreneurial mindset, which was found to be a precursor to favorable attitudes toward sustainability.

This study tests a novel model built on three theories: resilience theory, the theory of entrepreneurial orientation and the TRA by using PLS-SEM and fsQCA.

This study aims to investigate the perceptions of female tour guides’ lower and top levels of management in travel agencies about how misunderstanding Islam and its culture may engender the poor representation of women in the tour guide profession.

A qualitative research method is used, and semi-structured interviews were conducted with 32 full-time female tour guides working at several travel agencies in Egypt. Thematic analysis helped extract main ideas from the transcripts.

The representation of female tour guides in travel agencies is shaped by the following three determinants: religious (familial obligations and marital status), contextual (nature of tour guide activities, poor representation of women in senior tourism-related jobs, cronyism, sexual harassment and spread of foreign female tour guides) and media influence. Understanding these three factors may enable a more comprehensive representation of female tour guides.

Female tour guides could work closely with tourism policymakers in Egypt to shape the media messages about them. This might include elaborating on the main challenges faced by female tour guides. Social support from families and friends may allow female tour guides more freedom and empowerment.

This study contributes by filling a gap in tourism, human resources management and gender studies in which empirical studies on the representation of females in travel agencies have been limited so far.

Destination competitiveness is a significant contributor to tourism growth, performance and development. The current research intends to test the effect of the dimensions of the Travel and Tourism Competitiveness Index (TTCI) on destination competitiveness in the United Arab Emirates (UAE), Egypt and Oman and how competitiveness influences tourism performance and development.

The perspectives of 460 responses were collected from the UAE, 457 from Egypt and 301 responses from Oman. Partial least squares structural equation modelling (PLS-SEM) was utilised to measure the research model relationships.

The results showed that the competitiveness index components are significantly contributing to destination competitiveness and that this competitiveness is predicting both tourism performance and development.

This study developed and empirically tested the effect of an integrative model of the competitiveness index on destination competitiveness from the perspective of local visitors in three Muslim and Arab nations. This study gives scholars valuable perceptions into how socio-cultural variations between residents and locals in various nations might result in significantly diverse behaviours.

The banking industry plays a key role in society because of its role as a financial intermediary. Today’s banks are being asked to endorse environmental objectives, and recent studies have shown that large banks with strong financial performance are more likely to engage in environmental actions. Thus, the purpose of this paper is to investigate the link between corporate financial performance (CFP) and corporate environmental performance (CEP).

The authors focused on the French banking sector, using the data from a sample consisting of 191 observations covering 68 banks from 2008 to 2011. The environmental scores from the Vigeo database were the proxy measures for the extent to which banks engage in environmental actions. A panel regression model was employed for this study.

The findings show that high CFP was associated with high CEP. The findings also reveal that CFP and CEP may strengthen each other, suggesting a complex bidirectional relationship.

While many studies have examined whether it pays to be green, thus focusing on the causal relationship from CEP to CFP, few have considered that the causal direction might be reversed, from CFP to CEP. Furthermore, to the best of the authors’ knowledge, this paper is the first to analyze the CFP-CEP relationship using French bank data.

This article aims to explore the relationship among high performance work systems (HPWS), innovation, and knowledge sharing in project-based organizations.

Using the ability, motivation, and opportunity (AMO) framework under the theory of HPWS, our article hypothesizes that the AMO enhancing practices of project-based organizations lead to better innovation performance of their employees through the mediating role of knowledge sharing. Time-lagged data of AMO practices and knowledge sharing practices were collected from the employees of these organizations over three weeks. Furthermore, the innovation performance data were collected from the supervisors of these employees over an additional three-week period.

Our results confirm the initial hypothesis of the causal relationship of two of the AMO HRM practices, that is, ability and motivation with innovation performance with the mediation of knowledge sharing, while the third hypothesis of opportunity enhancing HRM practice was not accepted.

This research has implications for both theory and practice and it can help the project managers of these organizations to better design HRM practices in order to improve the creativity and innovation performance of their employees. Accordingly, this is one of the first studies dealing with the effectiveness of HRM on AMO, and the key role of knowledge sharing.

The purpose of this study is to explore how an authentic leader’s internal (self-regulation, self-awareness and internalised moral perspective) and external competencies (relational transparency and balance processing) influence nepotism, favouritism and cronyism (NFC).

The study used a quantitative research approach and respondents were sampled from private and public banks across the ten regions of Ghana using survey questionnaires. Overall, 127 branch managers and 997 subordinates were sampled. The collected data were analysed using exploratory and confirmatory factor analysis, and multiple regression was used to explore the influence the of authentic leadership (AL) competences on NFC.

On leader’s internal competences, the results revealed that self-awareness had a significant decreasing influence on nepotism in terms of operations, while internalised moral perspective had a significant increasing influence on favouritism in the context of position. Self-regulation did not have any significant influence on NFC. Regarding the leader’s external competences, relational transparency had a significant positive influence on favouritism and nepotism, while balance processing had a significant negative influence on favouritism and nepotism in the context of position and operations, respectively.

The results suggest that AL competences have a mixed influence on NFC in the context of this study. However, the findings are limited to Ghana and cannot be generalised to countries that do not share a similar culture with Ghana such as countries in Europe, North and South America, Asia and even certain countries in Africa.

The authors advise family businesses to use free and fair measures to appoint or promote employees who have the required skills to manage the office rather than appointing family members to positions without merit. Training on AL and NFC should be conducted for managers to enable them to understand the potential negative effects of NFC on the employees and the organisation at large.

Laws must be passed to guard against appointments or recruitments of employees in the public sector organisations based on NFC to minimise these unethical behaviours.

This is the first study which empirically explores AL competences influence on the leaders’ behaviour in the context of NFC.

The COVID-19 pandemic has caused major disruptions and revealed the fragilities in supply chains. This crisis has re-opened the debate on supply chain resilience and sustainability. This paper aims to investigate distinct impacts of COVID-19 on supply chains. It identifies both short- and medium-to-long-term measures taken to mitigate the different effects of the pandemic and highlights potential transformations and their impacts on supply chain sustainability and resilience.

To address the purpose of the study, a qualitative research approach based on case studies and semi-structured interviews with 15 practitioners from various supply chain types and sectors was conducted. Studied organizations included necessary and non-necessary supply chain sectors, which are differently impacted by the COVID-19 pandemic.

This study reveals five main challenges facing supply chains during COVID-19, including uncertain demand and supply, suppliers' concentration in specific regions, globalized supply chains, reduced visibility in the supply network, and limited supplier capacity. To help mitigate these challenges and develop both sustainability and resilience, this paper identifies some mitigating actions focusing on the promotion of the health and wellbeing of employees and supply chain stabilization. Further, in the post-COVID era, sustainable and resilient supply chains should consider regionalization of the supply chain, diversification of the supply network, agility, collaboration, visibility, and transparency; and should accelerate the use of smart technologies and circular economy practices as dynamic capabilities to improve supply chain resilience and sustainability.

This study contributes to exploring the sustainability- and resilience-related challenges posed by the COVID-19 pandemic. Its findings can be used by researchers and supply chains decision-makers to limit disruptions and improve responsiveness, resilience, sustainability, and restoration of supply chains. The results support benchmarking through sharing of the best practices and organizations can also integrate the different capabilities discussed in this study into the processes of selection and auditing of their suppliers.