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This study aims to explore the dynamics of resilience in tourism and hospitality enterprises by investigating the influence of internal and external contextual factors (i.e. adaptive performance and institutional orientation) on the relationship between entrepreneurs’ resilience and business continuity indicators (i.e. perception of career insecurity and business exit intention).

In the Covid-19 pandemic context, quantitative data were collected using self-administrated questionnaires from entrepreneurs (founders of small-sized restaurants and travel agents in Egypt) using structural equation modeling.

The study reveals that entrepreneurs’ resilience under adversities directly correlates with business continuity indicators, with adaptive performance and institutional orientation functioning as mediators.

The socio-demographic characteristics of entrepreneurs could be further investigated to observe the differences based on age, education and region. The type of business (i.e. restaurants and travel agents) could have an impact on the examined relationships. Therefore, further studies can use multi-group analysis to examine such differences between various sub-sectors of the hospitality business. Finally, the cross-sectional sample method used in this study is another limitation. In any study in which causality is inferred, longitudinal research confirms stronger inferences (Morgan & Hunt, 1994).

An instant implication is that entrepreneurs can take proactive actions to enhance their resilience. Entrepreneurs should seek to influence their own skills and abilities through various educational and training programs. For example, they can take advantage of business seminars, workshops and executive education courses. Entrepreneurs who have the chance of enhancing their skills in solving complex problems, identifying their strengths, managing their emotions are better able to adapt to unfavorable circumstances.

The inhabited environment. Entrepreneurs should be institutionally oriented by building strong communications and networks with key actors and business-to-business customers. This would help entrepreneurs to understand the rules of the game, adapt to the environment, gain market legitimacy and accordingly acquire the social and financial support when hazards occur.

The extant literature lacks evidence about the internal and external contextual factors underlying the process of resilience in small and medium-sized enterprises and its outcomes. Research on entrepreneurship has rarely discussed the antecedents of business withdrawal. This study contributes to addressing this research gap.

本研究通过考察内部和外部环境因素(即适应性绩效和制度导向)对企业家弹性与企业持续经营指标(即职业不安全感与离职意愿)。

在Covid-19大流行的背景下, 采用结构方程模型, 通过对企业家(埃及小型餐馆和旅行社的创始人)的自我管理问卷收集定量数据。

企业家逆境韧性与企业持续经营指标直接相关, 适应性绩效和制度导向发挥中介作用。

现有文献缺乏中小企业弹性过程及其结果的内外部环境因素的证据。关于创业的研究很少讨论企业退出的原因。本研究有助于解决这一研究差距。

Esta investigación explora la dinámica de la resiliencia en las empresas de turismo y hotelería mediante la investigación de la influencia de factores contextuales internos y externos (es decir, desempeño adaptativo y orientación institucional) en la relación entre la resiliencia de los emprendedores y los indicadores de continuidad empresarial (es decir, percepción de carrera inseguridad e intención de salida del negocio).

En el contexto de la pandemia de Covid-19, se recopilaron datos cuantitativos mediante cuestionarios autoadministrados de empresarios (fundadores de pequeños restaurantes y agentes de viajes en Egipto) utilizando modelos de ecuaciones estructurales.

El estudio revela que la resiliencia de los emprendedores ante las adversidades se correlaciona directamente con los indicadores de continuidad del negocio, con el desempeño adaptativo y la orientación institucional funcionando como mediadores.

La literatura existente carece de evidencia sobre los factores contextuales internos y externos que subyacen al proceso de resiliencia en las pequeñas y medianas empresas y sus resultados. La investigación sobre el espíritu empresarial rara vez ha discutido los antecedentes de la retirada de empresas. Este estudio contribuye a abordar esta brecha de investigación.

This study aims to address the absence of a thorough understanding of commitment in tourism public-private partnerships (PPP) by exploring antecedents of PPP commitment and their underpinning relationships in regard to the destination management system (DMS).

An empirical investigation of the case of the Egyptian DMS, a PPP which was forsaken by the government partner and which subsequently failed. Qualitative and quantitative approaches are used for a comprehensive overview of the researched phenomena pertaining to external and internal stakeholders.

The results indicated that stakeholder management, relational capital, perceived benefits and stakeholder capabilities could influence intentions to commit to a tourism PPP project. Also, the latter three factors were found to mediate the relationship between stakeholder management and long-term PPP commitment. The results also shed light on the important aspects of non-contractual, interpersonal relationships between internal and external PPP stakeholders.

This research pioneers inquiries on the commitment of Tourism PPP/DMS projects and its possible drivers in a non-Western context. Also, this study contributes to knowledge by exploring the relationship within and between internal (partners) and external (e.g. local service providers) stakeholder groups and provided evidence on the crucial role of both on long-term PPP commitment and success. The current study has a few significant contributions to the PPP literature regarding the commitment and success of PPP in the complicated environments in which tourism PPP projects are operated. Moreover, this study offers essential information and practices for improving partner relationships with external stakeholders.

本研究通过探讨PPP承诺的前因及其相互关系, 解决了对旅游公私合作伙伴关系（PPP）中的承诺缺乏透彻了解的问题。

经验证据来自埃及目的地管理系统（DMS）的经验, 在这种情况下, 旅游PPP由于公共部门放弃了该项目而失败。采用混合方法来全面理解主题, 分析内部（合作伙伴）和外部（例如旅游提供商）利益相关者的观点。

结果表明, 利益相关者的管理, 关系资本, 可感知的收益和利益相关者的能力可能会影响致力于旅游PPP项目的意图。另外, 发现后三个因素可以调解利益相关者管理与长期PPP承诺之间的关系。结果还阐明了内部和外部PPP利益相关者之间非合同, 人际关系的重要方面。

这是第一个研究旅游PPP/DMS项目的承诺及其在非西方背景下的驱动力的研究。此外, 这项研究还通过探索内部（合作伙伴）与外部（例如本地服务提供商）利益相关者群体之间以及两者之间的关系, 为知识做出了贡献, 并提供了证据证明两者在长期PPP承诺和成功中都发挥着关键作用。当前的研究对PPP文献在PPP在旅游PPP项目运行的复杂环境中的承诺和成功做出了重要贡献。此外, 这项研究提供了必要的信息和实践, 以改善与外部利益相关者的合作伙伴关系。

este estudio aborda la ausencia de una comprensión profunda del compromiso en las asociaciones público-privadas (APP) de turismo al explorar los antecedentes del compromiso de las APP y sus relaciones subyacentes.

la evidencia empírica se deriva de la experiencia del sistema de gestión de destinos (DMS) egipcio, un caso en el que una APP de turismo fracasó debido al abandono del proyecto por parte del sector público. Se adopta un enfoque de métodos mixtos para comprender de manera integral el tema, analizando las perspectivas de los interesados internos (socios) y externos (por ejemplo, proveedores de turismo).

los resultados indicaron que la gestión de las partes interesadas, el capital relacional, los beneficios percibidos y las capacidades de las partes interesadas podrían influir en las intenciones de comprometerse con un proyecto de APP de turismo. Además, se encontró que los últimos tres factores median la relación entre la gestión de las partes interesadas y el compromiso de APP a largo plazo. Los resultados también arrojaron luz sobre los aspectos importantes de las relaciones interpersonales no contractuales entre las partes interesadas internas y externas de las APP.

este es el primer estudio que investiga el compromiso de los proyectos de PPP/DMS de turismo y sus posibles impulsores en un contexto no occidental. Además, este estudio contribuye al conocimiento al explorar la relación dentro y entre los grupos de partes interesadas internos (socios) y externos (por ejemplo, proveedores de servicios locales), y proporcionó evidencia sobre el papel crucial de ambos en el compromiso y el éxito de las APP a largo plazo. El presente estudio tiene algunas contribuciones significativas a la literatura sobre APP con respecto al compromiso y el éxito de las APP en los entornos complicados en los que se operan los proyectos de APP de turismo. Además, este estudio ofrece información y prácticas esenciales para mejorar las relaciones de los socios con las partes interesadas externas.

This study aims to examine the Arab practice of wasta (personal networks) and its potential interface with relationship marketing to enable firms to optimize their recruitment and retention of customers in societies where personal ties drive business relationships. It explores whether relationship marketing influences customer retention when a personal contact leaves.

Empirical data were gathered from 305 customers introduced to Egyptian small and medium-sized enterprises via wasta. Multiple-item scales were adopted, drawn from previous empirical studies. Quantitative analysis was used, including confirmatory factor analysis. Structural equation modeling was used to test the hypothesized relationships posited.

Wasta plays a significant role in attracting customers, nurturing early relationships and enhancing relationship quality, but does not influence the retention of customers. Practicing relationship marketing post wasta can enhance customer loyalty, even if the business was developed through the wasta contact who left to join a rival firm.

Potential limitations arise from cultural differences in other Middle Eastern countries. Future studies could also validate the results in different sectors/industries and explore managers and employees’ perspectives.

Several recommendations emerge for managerial practitioners, including the use of wasta to attract business, but more significantly, the need for the effective use of relationship marketing to retain business. The study suggests that if relationship marketing is practiced well, customers are likely to remain loyal to the firm, even if the business was developed through a personal wasta relationship with an employee who subsequently moved to a competitor firm.

This study is the first to develop a unified model connecting the Eastern notion of wasta (personal ties) with relationship marketing. The study enhances the knowledge of wasta and relationship marketing. It is among the first to suggest that should employees with personal connections to customers leave to join a competing firm, there is still a strong likelihood that if relationship marketing is effectively practiced, then customers will remain loyal to the firm (rather than to the former employee).

The purpose of this paper is to examine direct effects of quality management on competitive advantage within the context of the resource-based view of a firm.

Survey data have been obtained from 288 general managers of luxury hotels in Egypt. The authors have used six dimensions and 22 indicators of quality management, two indicators of competitive advantage that manifest the hotel’s above average financial performance relative to competitors within the study sample, and a multi-group analysis in structural equation modeling (SEM).

The results indicate that quality management may be a source of competitive advantage. Top management leadership and supplier management differentiate hotels with above average financial performance from its competitors. The role of customer focus and employee management in generating competitive advantage is questionable while process management and quality data and reporting may not contribute to achieving competitive advantage.

Only direct effects of quality management on competitive advantage are examined within the context of a luxury hotel industry in Egypt. Similar studies within other contexts and models that study indirect effects of quality management on competitive advantage with factors that might moderate these effects are needed. Future studies could compare effects of quality management on competitive advantage with effects of quality management on other business outcomes.

The results may inform management decision making concerning the development of capabilities that may generate competitive advantage.

The current study contributes in providing further evidence that may contribute to enhancing the understanding and knowledge of the relationship between quality management and competitive advantage.

This study contributes to the debate on strategic value of quality management and resource-based sources of competitive advantage. Methodologically, this study shows an alternative approach to measuring competitive advantage and indicates that applying a multi-group analysis in SEM may contribute to producing original results.

Over the last few decades, some researchers have analysed the role of total quality management (TQM) as a precursor of innovation. However, the relationship between TQM and organisational innovation remains unclear and contradictory. The purpose of this paper is to provide a framework intended to clarify the complex effect that the implementation of a TQM system has on organisational innovation, where market orientation (MO) and knowledge management (KM) play a mediator role.

Data in this study come from a survey of 706 Spanish CEOs. The results were analysed employing structural equation modelling to determine how TQM, MO and KM influence innovation.

The results of the empirical study show that there is a curvilinear effect between TQM and organisational innovation. Both MO and KM perspectives play a mediator role between TQM and innovation.

Managers should be aware that management based on TQM help organisations not only to get higher quality but also to be market oriented and better manage their knowledge; what will help them to develop innovations.

This research sheds light on the question of the relationship between TQM and organisational innovation that has received mixed conclusions in the literature. There is evidence in this research that the relationship between TQM and innovation responds to a curvilinear relationship, where high levels of TQM favour a more than proportionate effect on the development of innovation. It also clarifies the mechanisms by which this effect is produced, with MO and KM as mediator variables.

This paper aims to optimize the halal product distribution by minimizing the transportation cost while ensuring halal integrity of the product. The problem is considered as a capacitated vehicle routing problem (CVRP), based on the assumption that two different types of vehicles are used for distribution: vehicles dedicated for halal product distribution and vehicles dedicated for nonhalal products distribution. The problem is modeled as an integer linear program (ILP), termed CVRP-halal and nonhalal products distribution (CVRP-HNPD). It is solved using tabu-search (TS)-based algorithm and is suitable for application to real-life sized halal product distribution.

Two approaches are used in solving the problem: exact approach (integer-linear program) and approximate approach (TS). First, the problem is modeled as ILP and solved using CPLEX Solver. To solve life-sized problems, a TS-based algorithm is developed and run using MATLAB.

The experiments on numerical data and life-sized instances validate the proposed model and algorithm and show that cost-minimizing routes for HNPD are developed while ensuring the halal integrity of the products.

The proposed model and algorithm are suitable as decision support tools for managers responsible for distribution of halal products as they facilitate the development of minimum cost distribution routes for halal and nonhalal products while maintaining the integrity of halal products. The model and algorithm provide a low transportation cost strategy at the operational level of halal products distribution while fulfilling the halal logistics requirement.

To the best of the author’s knowledge, this is the first study that specifically deals with the CVRP of halal products distribution by proposing CVRP-HNPD model and TS-CVRP-HNPD algorithm. The proposed model and algorithm ensure the integrity of halal products along the distribution chain, from the warehouse (distribution center) to the retailer, while achieving lowest transportation cost.

Scholars and professionals are interested in studying customer value in fast-food restaurants. Previous research on the customer value of fast-food restaurants mainly measured the dimensions and relationships of the customer value. However, the research has not examined a method for identifying sources of customer value in fast-food restaurants. Therefore, this study used customer orientation to find customer needs and generate customer value in fast-food restaurants.

This study presents a conceptual framework with six constructs. A questionnaire was used to gather empirical data from fast-food restaurant customers in Greater Cairo, Egypt. The suggested framework was evaluated using confirmatory factor analysis, reliability and validity analysis, standardized path coefficients and regression-based moderation analysis.

This study found that proactive customer orientation has a substantial direct and positive impact on customer perceived value. Customer perceived value is also positively influenced by responsive and proactive customer orientations, with customer desired value change intensity acting as a moderator. Customer perceived value substantially impacts customer satisfaction, and the latter substantially affects behavioural intention.

This study offers several suggestions for managers of fast-food restaurants on how to employ customer orientation to find current, latent and future customer desires to provide customer value.

This is the first research in the hospitality industry to demonstrate how responsive and proactive customer orientation may be used to recognize customer needs and provide the desired customer value.

This study divulges the new concept of employees' withdrawal behavior during the global pandemic (COVID-19). The study's purpose is to draw new insights into workplace stressors and employee withdrawal behavior. The study also considers the mediating role of aggression and the moderating role of COVID-19 worry and cyberloafing.

The study's statistical population consists of 384 frontline hotel employees from Pakistan's hospitality industry. Statistical analysis SPSS and AMOS were utilized to conduct Pearson's correlation and multilevel regression analysis. A Hayes process technique has been used for moderation and mediation analysis.

The results demonstrated that COVID-19 has a psychological effect on the employee's mental health and higher turnover intention during the current pandemic. Workplace stressor is significantly related to aggression and employee withdrawal behavior. Aggression mediates the relationship between workplace stressors and withdrawal behavior. The study results show that COVID-19 worry moderates between workplace stressors and aggression – notably, cyberloafing moderate aggression and withdrawal behavior.

The government and hospitality organizations need to implement crisis management strategies in response to COVID-19. This research can help management in coping with employees' mental and psychological challenges. Employees' mental health has been affected during the current global health crises. Firms should encourage their employees psychologically while going for downsizing.

This study enhances the existing literature on the COVID-19 crisis in Pakistan's hospitality industry. This study contributes to new understandings of employees' withdrawal behavior in the hospitality industry. The research shows how COVID-19 affects employees' turnover, mental health and job performance in the hospitality industry. Employees are facing mental and physiological challenges during COVID-19. The study fills a considerable gap in the hospitality industry by exploring the role organization's crisis management during a global pandemic.