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Article
Publication date: 5 February 2020

Lamya Lari, Fauzia Jabeen and Shilpa Iyanna

This study aims to develop a framework to identify, categorise and prioritise the dimensions of service quality in theme parks in an Islamic cultural context.

Abstract

Purpose

This study aims to develop a framework to identify, categorise and prioritise the dimensions of service quality in theme parks in an Islamic cultural context.

Design/methodology/approach

An extensive literature review was conducted to identify service quality dimensions in theme parks in an Islamic cultural context, and a survey tool was used to explore visitors’ opinions of the most important dimensions and sub-dimensions. An analytic hierarchy process was used to prioritise the main criteria and sub-criteria of dimensions of theme park service quality in the United Arab Emirates (UAE). The study identified four main criteria and 24 sub-criteria of service quality for the theme park industry from an Islamic perspective.

Findings

Consumables quality and physical environment quality were the top priorities under the main criteria. Availability of halal food was the most important sub-criteria of service quality in theme parks in the UAE, followed by price of food and beverages and staff attitude and behaviour in equal second place, and then quality of food and beverages and quality of facilities, again with equal scores.

Research limitations/implications

The study focused on tourists visiting an emerging country, and the results therefore cannot be generalised to other cultural contexts. This study has developed a comprehensive model of theme park service quality using a hierarchical method. This included both general and Islamic service quality dimensions. This study, therefore, contributes to the “Islamic tourism” literature by identifying the importance of Islamic attributes in evaluating service quality of theme parks in Islamic countries.

Practical implications

The outcome of the study will provide local and international theme parks with explicit ideas about the service quality dimensions that are important in an Islamic cultural context. This will help them to prioritise the critical service quality dimensions, and eventually contribute to the successful management of theme parks.

Originality/value

This study offers new insights into the dimensions of service quality of theme parks in an Islamic cultural context.

Details

International Journal of Culture, Tourism and Hospitality Research, vol. 14 no. 2
Type: Research Article
ISSN: 1750-6182

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Article
Publication date: 10 July 2018

Fauzia Jabeen and Adrienne A. Isakovic

The purpose of this paper is to examine the impact of organizational culture on trust in top management and career satisfaction. The concept of culture was split into four…

Abstract

Purpose

The purpose of this paper is to examine the impact of organizational culture on trust in top management and career satisfaction. The concept of culture was split into four types: “clan,” “adhocracy,” “hierarchy” and “market.”

Design/methodology/approach

A self-administered questionnaire was used to collect data from 128 mid-level managers in ten public sector organizations in the United Arab Emirates (UAE). The questionnaire included demographic questions and three established scales to measure culture type, trust in top management and career satisfaction. Correlation and regression analysis were used to examine relationships between variables.

Findings

Respondents from “clan” and “adhocracy”-type organizations tended to have more trust in top managers than those from other culture types. Respondents from “clan”-type organizations also had greater career satisfaction. Only a clan-type organizational culture significantly predicted career satisfaction.

Research limitations/implications

The study is based on a small number of mid-level managers working in ten public sector organizations. This limits the generalizability of the results. Future studies should examine both public and private sector organizations operating in various industries across the UAE, to increase the generalizability of the findings. The study results will assist organizational policy makers who wish to transform their organizational culture to one that will increase the career satisfaction of managerial staff and their trust in senior managers.

Originality/value

The study contributes to the literature on organizational culture, particularly on the relationship between trust and career satisfaction in the public sector in the UAE.

Details

Employee Relations, vol. 40 no. 6
Type: Research Article
ISSN: 0142-5455

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Article
Publication date: 11 September 2017

Fauzia Jabeen and Mohamed Behery

The purpose of this paper is to explore the status of corporate performance management (PM) in the Middle Eastern context, represented by the United Arab Emirates (UAE…

Abstract

Purpose

The purpose of this paper is to explore the status of corporate performance management (PM) in the Middle Eastern context, represented by the United Arab Emirates (UAE) and the Kingdom of Saudi Arabia (KSA). In addition, the current study investigates the effects of the adoption of the balanced scorecard (BSC) and aims to explore the impact of the BSC on workplace attitudes and behaviors, as shown by accountability, inspiration, and motivation.

Design/methodology/approach

Due to the limited knowledge about the subject matter and the limited number of companies adopting the BSC in the Middle East, this study has adopted a descriptive approach to verify the significance of the BSC and to explore the causal relationship amongst the performance perspectives and the different dimensions of the BSC. The sample was drawn from five major business sectors in the UAE and KSA.

Findings

The results indicate that the BSC indicators are effective tools to evaluate and reflect on corporate performance. The concept of the BSC is considered good practice in the UAE and the KSA. Because of the concept’s compatibility with the local culture and business practices, it can be used to balance shareholder and stakeholder demands.

Research limitations/implications

One of the main limitations of this study is that the sample is drawn from only two countries from the Middle East and, hence, cannot be generalized.

Originality/value

This study is one of the first attempts to explore the status of the corporate PM systems in a non-western context using a BSC technique created and typically applied in the western world. In addition, this study is considered a valuable attempt at exploring the effects of the adoption of this technique on an organization’s performance.

Details

Journal of Management Development, vol. 36 no. 8
Type: Research Article
ISSN: 0262-1711

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Article
Publication date: 7 January 2019

Maryam AlHashmi, Fauzia Jabeen and Avraam Papastathopoulos

The purpose of this paper is to investigate the relationship between leader–member exchange (LMX), perceived organisational support (POS) and turnover intention (TI…

Abstract

Purpose

The purpose of this paper is to investigate the relationship between leader–member exchange (LMX), perceived organisational support (POS) and turnover intention (TI) through the mediating effect of psychological stress in the police personnel of United Arab Emirates (UAE).

Design/methodology/approach

A questionnaire-based survey was used to collect data from police personnel (n=800) deployed in different positions in UAE police departments. The structural equation modelling analyses were consistent with the full and partial mediation models in which LMX, POS and PS predict TI. Specifically, several alternative models were compared to confirm the mediation effects.

Findings

The results revealed that while LMX had a direct negative effect on police force TI, POS had no indirect impact on police force TI. Furthermore, LMX did positively influence police personnel’s POS. PS acted as a full mediator between police personnel’s POS and TIs. Additionally, the direct positive effects of PS on police personnel’s TIs were confirmed.

Research limitations/implications

The findings will help policymakers and practitioners to better understand the influences of the LMX, POS and PS factors on police force TI and will help in formulating strategies to minimise TI and retain talented police personnel for effective safety and law enforcement in the country.

Originality/value

The study contributes to the literature by being one of the first to study the LMX, POS, PS and TIs of police personnel within the context of an emerging Arab country.

Details

Policing: An International Journal, vol. 42 no. 4
Type: Research Article
ISSN: 1363-951X

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Article
Publication date: 13 October 2020

Taghreed Al Dari, Fauzia Jabeen, Matloub Hussain and Dana Al Khawaja

This study aims to develop a theoretical framework of the impact of clan and hierarchy cultures and knowledge technological capabilities on organizational learning.

Abstract

Purpose

This study aims to develop a theoretical framework of the impact of clan and hierarchy cultures and knowledge technological capabilities on organizational learning.

Design/methodology/approach

A questionnaire survey was used to collect data from 693 employees working in knowledge management centers in various law and enforcement units in the United Arab Emirates (UAE). Structural equation modeling was used to test the relationships between the variables.

Findings

The findings show that the clan culture had a significant negative effect on organizational learning. However, hierarchy culture and knowledge technological capabilities had a significant positive impact in predicting organizational learning behavior.

Research limitations/implications

The study focuses on a specific type of public organization only, which somewhat limits the generalizability of the research results. Second, as the study was cross-sectional, the causal relationships could not be inferred directly. The study results will help policymakers create a learning organization by examining the impact of organizational culture and knowledge of technological capabilities.

Originality/value

This paper has added knowledge about the relationship between culture types, knowledge technological capabilities and organizational learning, particularly in the UAE. This study helps to bridge the gap in research on culture and knowledge technological capabilities and organizational learning.

Details

Management Research Review, vol. 44 no. 3
Type: Research Article
ISSN: 2040-8269

Keywords

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Article
Publication date: 17 July 2019

Mehrajunnisa Mehrajunnisa and Fauzia Jabeen

The purpose of this study is to identify and rank the enablers that promote female empowerment in the health-care sector in the United Arab Emirates (UAE).

Abstract

Purpose

The purpose of this study is to identify and rank the enablers that promote female empowerment in the health-care sector in the United Arab Emirates (UAE).

Design/methodology/approach

This study uses the analytic hierarchy process (AHP) to rank the enablers that promote female empowerment in the health-care sector. The AHP model was developed with 7 criteria and 28 sub-criteria based on previous literature. Data were collected through interviews of 24 female Emirati medical professionals. The respondents were selected from UAE-based public and private health-care units. The data collected were interpreted, and a priority vector was assigned to each criterion and sub-criterion.

Findings

It is observed that organizational human resource policies, organizational culture and institutional factors take top priority under the main enablers, and training and development, ethical environment and institutional and legal systems were determined to be the three most important sub-enablers that promote female empowerment in the UAE health-care sector.

Research limitations/implications

The major limitation of this study is that it is conducted only in the UAE. Similar studies should be carried out in other GCC (Gulf Cooperation Council) countries due to the governmental and cultural homogeneity. The study will help policymakers and health-care organizations in the GCC to adopt the best approaches that transform work cultures and realize the potential of investing in female and their contribution to the national economy.

Originality/value

Female empowerment has been a challenging task for the mainstream literature of gender advancement. This study is the first of its kind to propose an AHP model that ranks the enablers that promote female empowerment in the UAE health-care sector.

Details

International Journal of Gender and Entrepreneurship, vol. 12 no. 2
Type: Research Article
ISSN: 1756-6266

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Article
Publication date: 20 May 2021

Mehrajunnisa Mehrajunnisa, Fauzia Jabeen, Mohd Nishat Faisal and Khalid Mehmood

This study aims to identify and prioritize Green human resource management (GHRM) practices from the policymaker’s perspective in the United Arab Emirates (UAE)-based…

Abstract

Purpose

This study aims to identify and prioritize Green human resource management (GHRM) practices from the policymaker’s perspective in the United Arab Emirates (UAE)-based manufacturing and service sectors to facilitate sustainable environmental performance.

Design/methodology/approach

Drawing upon the ability–motivation–opportunity (AMO) and corporate environmentalism theory, this study uses the analytic hierarchy process (AHP), a multi-criteria decision-making model, to rank the most influential enablers of GHRM practices. Data were collected from 24 C-suite executives of UAE-based manufacturing and service units.

Findings

Top management orientation for Green, Green organizational culture and Green corporate strategic planning were the most critical enablers that promote GHRM practices in the UAE’s manufacturing and service firms. Past research has mostly overlooked the strategic variables and focused only on organizational level antecedents based on HR bundles of practices.

Research limitations/implications

Data were collected only from UAE firms, hence limiting its generalizability. The study shall help organizations operating in emerging countries adopt the best GHRM practices toward Green goal agendas.

Originality/value

This research provides an AHP framework that can be used to conceptualize and prioritize GHRM practices, which aids in a firm’s Green decision-making and transition toward sustainable Green growth. This study furthers understanding of GHRM practices play out at the various levels-of-analysis within organizations to present a comprehensive paucity of integrative and multi-level studies over recent years. The study may be relevant for other organizations in other national contexts with similar governance homogeneity.

Details

International Journal of Organizational Analysis, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 1934-8835

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Article
Publication date: 27 November 2019

Lamya Abbas Darwish Abdulla Lari, Shilpa Iyanna and Fauzia Jabeen

The purpose of this paper is to identify dimensions of theme park quality from an Islamic perspective and develop a framework to examine the interrelationships between…

Abstract

Purpose

The purpose of this paper is to identify dimensions of theme park quality from an Islamic perspective and develop a framework to examine the interrelationships between theme park service quality dimensions, visitor delight and visitor loyalty in theme parks in the United Arab Emirates (UAE).

Design/methodology/approach

The study is based on a detailed literature review and analysis of visitors’ comments on TripAdvisor.com about their experience in theme parks in the UAE.

Findings

Theme park service quality can be assessed across 4 main dimensions (physical environment, interaction, consumables and access) and 13 sub-dimensions. A relationship is proposed between these dimensions and visitors’ delight, with visitor loyalty a consequence of visitor delight. Nationality is proposed to have a moderating effect on the delight–loyalty relationship.

Originality/value

This study attempts to propose a model for theme park service quality that reflects both traditional dimensions of service quality and dimensions related to Islamic attributes. It is one of very few attempts to investigate theme park visitors’ perception of service quality and its relation to delight and loyalty in the UAE. It is also, as far as the authors are aware, the first study to investigate the moderating effect of nationality on the delight–loyalty relationship.

目的

本文的目的是从伊斯兰世界的视角识别主题公园质量的维度, 并建立一个可用以检验阿联酋主题公园服务质量维度、游客愉悦度和游客忠诚度之间的相互关系的框架。

设计/方法/办法

这项研究基于详细的文献回顾, 以及对游客在TripAdvisor.com上分享的关于阿联酋主题公园体验的评论的分析。

發現

主题公园服务质量可以从四个主要维度(物理环境、互动、消耗品和可进入性)和13个子维度进行评估。本文提出了这些维度与游客愉悦感之间的关系, 其中, 游客忠诚是游客愉悦感的结果。国籍对快乐-忠诚关系有一定的调节作用。

關鍵字

本研究试图构建一个主题公园服务品质的模型, 该模型既反映传统服务品质的维度, 又反映与伊斯兰属性相关的维度。在调查主题公园游客对服务质量的感知, 及其与阿联酋人的愉悦感和忠诚度的关系方面, 本文也是学术界为数不多的尝试之一。据我们所知, 本文也是第一个探讨国籍对快乐-忠诚关系的调节作用的研究。

关键词

主题公园, 服务质量, 快乐, 忠诚度, 伊斯兰特征, 内容分析, 猫途鹰评论, 国籍, 阿拉伯联合酋长(阿联酋)

纸张类型

概念文件

Resumen

Propósito

El objeto de este artículo es identificar las dimensiones en la calidad de los parques temáticos desde una perspectiva islámica y desarrollar un marco, para examinar las interrelaciones entre las dimensiones de la calidad del servicio de los parques temáticos, el disfrute de los visitantes y la lealtad de los mismos, en los parques temáticos de los Emiratos Árabes Unidos.

Diseño/metodología/enfoque

El estudio se basa en una detallada revisión bibliográfica y un análisis de los comentarios de los visitantes en TripAdvisor.com, sobre su experiencia en parques temáticos en los Emiratos Árabes Unidos.

Resultados

La calidad del servicio en los parques temáticos, se puede evaluar en cuatro dimensiones principales (entorno físico, interacción, consumibles y acceso) y 13 dimensiones secundarias. Se propone una relación entre estas dimensiones y el disfrute de los visitantes, con la lealtad del visitante como consecuencia del disfrute. Se propone que la nacionalidad tenga un efecto moderador en la relación disfrute-lealtad.

Originalidad/valor

Este estudio intenta proponer un modelo para la calidad del servicio en parques temáticos, que refleje tanto las dimensiones tradicionales de la calidad del servicio, como las dimensiones relacionadas con los atributos islámicos. Es uno de los pocos trabajos que intenta investigar la percepción de los visitantes de los parques temáticos, sobre la calidad del servicio y su relación con el disfrute y lealtad en los EAU. También es, por lo que sabemos, el primer estudio que investiga el efecto moderador de la nacionalidad en la relación disfrute-lealtad.

Palabras clave

Emiratos Árabes Unidos (EAU), Análisis de contenido, Lealtad, TripAdvisor, Nacionalidad, Delicia, Atributos islámicos, parque temático, calidad de servicio

Tipo de papel

Papel conceptual

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Article
Publication date: 3 February 2020

Fauzia Jabeen, Maryam Al Hashmi and Vinita Mishra

This study aims to explore the antecedents that may lead to turnover intentions among police personnel in the United Arab Emirates.

Abstract

Purpose

This study aims to explore the antecedents that may lead to turnover intentions among police personnel in the United Arab Emirates.

Design/methodology/approach

The data were collected from police personnel (n = 176) through a questionnaire survey, and structural equation modeling was used to test the relationships.

Findings

The findings revealed that the work-family conflict and job autonomy significantly correlate with turnover intentions. Alternatively, perceived organizational support does not predict turnover intentions.

Research limitations/implications

This research is limited by the study’s subjective assessment of police personnel turnover intentions through self-reported questionnaires. It provides implications for policymakers, organizational behavioral experts and those interested in formulating effective strategies to reduce turnover among police personnel.

Originality/value

This study offers a novel context as it assesses police personnel in an emerging Middle Eastern country. It provides insights to policymakers and academia concerning the factors strongly linked with police personnel turnover intentions and will help them formulate strategies for improving personnel satisfaction and advancing relationships between police and the community.

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Article
Publication date: 15 October 2018

Sherine Farouk and Fauzia Jabeen

Research about ethical governance and corporate social responsibility (CSR) in the United Arab Emirates is still in its infancy. This study aims to explore the public…

Abstract

Purpose

Research about ethical governance and corporate social responsibility (CSR) in the United Arab Emirates is still in its infancy. This study aims to explore the public sector employee’s perception toward ethical climate, codes of ethics and CSR and its impact on organizational performance. This research sheds light on the link between formalized ethical procedures and employee responses including CSR, organizational engagement and organizational performance.

Design/methodology/approach

Data were collected from 426 middle-level public sector employees in Abu Dhabi, the capital of the United Arab Emirates, using structural equation modeling to test the proposed hypotheses.

Findings

The findings of this study suggest that an ethical climate is an important organizational component, and that the incorporation of effective codes of ethics and CSR initiatives is desired. Perceptions of public sector employees are positively influenced by the organization’s ethical climate and CSR activities, which in turn affect organizational performance.

Research limitations/implications

The study provides managerial insights for improving the ethical climate and CSR within the public sector context in the United Arab Emirates.

Practical implications

The study offers implications for public sector employers and points out that public sector employers should formulate policies to boost the ethics and CSR environment at workplace to attain competitive advantage.

Originality/value

The paper contributes to the literature by being one of the first to study organizational ethical climate and CSR within a Middle Eastern public sector context and offers implications for theory and practice.

Details

Social Responsibility Journal, vol. 14 no. 4
Type: Research Article
ISSN: 1747-1117

Keywords

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