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The purpose of this paper is to investigate the role of residential satisfaction in facing the outbreaks of the COVID-19. It reveals the relationship between personal risk perception (PRP), preventive behavior (PB), residential satisfaction (RS) and level of compliance with government recommendations to stay at home (CGRS) of Makkah residents in Saudi Arabia in its effort toward containing the COVID-19 pandemic in the country.

A cross-sectional online survey design was used with a sample of 250 respondents from Makkah City selected using a simple random sampling strategy. The instrument for data collection was a developed and validated instruments tag “Risk Perception and Preventive Behavior against COVID-19 Questionnaire (RP-COVID-Q).” The data obtained through the questionnaire were screened and analyzed using descriptive and inferential statistical analyses. Similarly, a Partial-Least Square Structural Equation Modeling procedure was adopted to test the hypotheses with a bootstrap mediation effect test.

The results revealed that Makkah residents’ level of PRP, PB and CGRS was not found to vary with gender; however, the RS of the residents differs with respect to their gender. Moreover, the level of PRP was significantly related to PB, RS and level of CGRS. RS increased the likelihood of the Makkah residents to comply with government recommendations against COVID-19 while adherence to PB, which would contribute to the reduction in the spread of the pandemic in Makkah city. Further, the RS is recognized as a significant mediating factor between PRP and CGRS during the COVID-19.

The findings of this study help in understanding the role of residential satisfaction during pandemics and, hence, stressing the important of residential qualities that need improvements for better sustainable cities in the future.

While all countries are strategizing to mitigate the impact of COVID-19, it is equally important to access residential satisfaction in the cities with high visitor inflow. Limited research has been done in Saudi Arabia.

The purpose of this study is to uncover the essential conditions for establishing a successful collaboration between the Fairmont Hotel (Makkah) staff and the senior management team to prepare for cocreating a future shared corporate vision.

This study is an action research project involving senior managers of the Fairmont Hotel (Makkah) and EHL Hospitality Business School (Lausanne, Switzerland). Data were collected from 16 hotel staff members, covering functional/department managers, team leaders, operations supervisors and operational-level employees.

This study uncovered a series of generic proposals made by the hotel staff, which are prerequisites/conditions for successful collaboration with senior management, to prepare for cocreating a future shared vision.

In response to the staff’s generic proposals, the senior management team proposed practical measures to support continued collaboration between hotel staff and the senior management team. These measures aim to maintain a collaborative approach centered on achieving future common goals and a shared vision to promote sustainable innovation in the services of the Fairmont Hotel (Makkah).

This study is innovative in two respects. First, it demonstrates a strong willingness on the part of senior management and staff to collaborate less vertically, contrary to the cultural norm in Saudi Arabia, known for its strong hierarchical distance. Second, the mutual commitment to more horizontal collaboration is not typical of five-star hotels, which are traditionally vertical and hierarchical.

Several previous studies showed strong social stigma toward mental illness patients from the health-care providers (HCPs) in Saudi Arabia. This stigma affects the level of care provided by HCPs. Stigma is a major barrier in treating schizophrenia and obsessive-compulsive disorder (OCD) patients. Thus, it is important to clarify the difference regarding the social stigma between both diagnoses. This study aimed to identify and compare the existence of social stigma among HCPs towards schizophrenia patients compared to OCD patients.

A total of 283 HCPs from King Abdullah Medical City (KAMC), Makkah, Saudi Arabia, were enrolled in this cross-sectional questionnaire-based study between middle and end of January 2021. The scale included a demographic questionnaire plus two vignette cases reflecting OCD and schizophrenia patients’ symptoms without mentioning diagnosis. Each case was followed with 18 questions, which measured some of the thoughts and attitudes of the social stigma of mental illnesses including negative stereotypes, discrimination, social distancing and emotional and cognitive prejudices against mental illness patients. The scale was validated by a pilot study (which included 15 other participants) with acceptable validity and reliability (Cronbach’s alpha: 81.4%).

Most participants’ responses were “low” in the total score of their stigma score for both diagnosis [OCD (84.1%), mean ± SD (1.15  ±  0.366) and schizophrenia (74.2%), mean ± SD (1.25  ±  0.438)]. However, those who responded “high” in their stigma score regarding the schizophrenia section were higher in their number than those who responded “high” in the OCD section (25.8% vs 15.9%). Most participants had “low” total stigma scores for both diagnoses [OCD (84.1%), mean ± SD (1.15  ±  0.366) and schizophrenia (74.2%), mean ± SD (1.25  ±  0.438)]. However, of those with “high” stigma score responses, more were for the schizophrenia section compared to the OCD section (25.8% vs 15.9%). Being flexible to recruit any of them was more related to promoting them if they deserve promotion. The sample that answered wrong regarding OCD vignette diagnosis and had “high” stigma score was higher (n = 40) than the sample that answered correctly and had “high” stigma score (n = 5). In contrast, the sample that answered wrong regarding the schizophrenia case diagnosis and had “high” stigma score (n = 41) was not significantly different in terms of its number compared to the one that answered correctly and had “high” stigma score (n = 32).

One aspect that reduces the strength of this study is that the target number of the participants could not be reached, meaning a 95% confidence level with a ±5% margin of error could not be reached. Another limitation is the lack of contact between HCPs at the KAMC in Makkah with mental illness patients owing to lack of psychiatric inpatient departments. However, this limitation may be a strength for this study, as we were able to primarily measure medical HCPs rather than psychiatric HCPs. Although the vignette methodology in stigma studies has many benefits, the participants do not respond to real patients, and therefore miss appearance and other nonverbal cues that are typically present in real interactions.

The social stigma level among HCPs against schizophrenia patients is higher than that against OCD patients. The factor of knowing the diagnosis of the case has a positive effect on decreasing stigma toward OCD patients but not toward schizophrenia patients. Educational awareness about stigma against mental illness patients to HCPs, rather than focusing on increasing literature knowledge, may decrease stigma among HCPs.

Umrah is a religious ritual that takes place inside the Holy Mosque in Makkah. Umrah can be performed any time during the year; however, performing Umrah in the month of Ramadan is much rewarded. Although the kingdom of Saudi Arabia is hosting this event each year, studies that focus on exploring the Holy Mosque visitor segments are scarce. This study aims to explore and describe the marketing segments of Umrah performers relative to their Umrah experience inside the Holy Mosque of Makkah. Most specifically, this study aims to explore segments of Umrah performers based on their perception of servicescape, hedonic and convenience value and the visitors’ outcome behaviors [i.e. intention to revisit and positive word of mouth (PWOM)].

Mixed-method techniques of data collection [i.e. self-administered questionnaires (n = 278) and short discussions (n = 10)] were used.

Cluster analysis is used for data analysis. The findings revealed four clusters of Umrah performers: real, occasional, rational and passionate performers.

This study is a first attempt to target pilgrims based on their experience with the servicescape during the organized religious event; despite its exploratory nature, it reveals interesting insights that will be useful for managers and scholars. Although the study helps to enrich the existing knowledge on visitors’ experience and proposes some implications for practitioners, it does have some limitations. First, convenience sampling was used, and hence the findings cannot be generalized. Second, the limited period of observation did not allow the authors to provide a complete picture of the pilgrims’ behavior; for this reason, the study findings partially describe the phenomenon. Another limitation is related to the difficulty of approaching respondents from Asia or South East Asia although they constitute a significant percentage of the total Umrah performers every year; this is because of the language barrier as data was collected from only English and Arabic speakers. Hence, to overcome these limitations, it is suggested that future studies could be expanded to target Asian respondents and perhaps other nationalities; and could be undertaken in other religious contexts. Moreover, an interesting future study could be carried out to compare the same model during other religious events. Added to that, another growing area of research could be approached by researchers, such as the impact of pilgrims sharing their experiences on influencing E-PWOM.

The findings reveal several implications for policymakers and stakeholders. The segmentation of Umrah performers assists destination managers, policymakers and local firms involved in managing this mass event to identify effective marketing decision-makers, business strategies and policymakers to satisfy the needs of these visitors (Disegna et al., 2011). Particularly, the identification of the key characteristics of these visitors can help destination marketers to develop a marketing mix that suits the needs of each cluster (Smith et al., 2014). Despite that the performers’ main motivation is the religious purpose, marketing strategists can attract the attention of these visitors to visit other religious, cultural and heritage sites in the country.

Encouraging the visit to other tourist spots in Saudi has several impacts on nourishing the economy and the community. Tourism in Saudi could encourage entrepreneurs to start new ventures to satisfy the need of visitors to the country. Small-medium enterprises could benefit from tourism as they could target market niches in which leader companies are not serving. For instance, hand-made souvenirs are one of these industries that could grow to satisfy the need of visitors.

The results contribute to the literature of event segmentation by identifying visitors’ profiles to rarely investigated destinations. The findings reveal several implications for policymakers and stakeholders.

This study compares responses of physicians and nurses to patient safety culture assessment in the Security Forces Hospital Program Makkah, Saudi Arabia, using the Agency for Healthcare Research and Quality (AHRQ) survey tool and its referenced benchmarking tool. The purpose of this paper is to measure patient safety culture to improve its perception, reaction, and implementation, leading to improvement in care delivery.

This study uses convenience sampling, delivering paper copies. The completed surveys were collected by a designated hospital contact person in QPSD. The total population surveyed was 623: 336 nurses, 174 physicians, 9 pharmacists, and 104 technicians.

Composite-level results compared to AHRQ database hospitals show values below minimum positive in “Staffing” and “Non-Punitive response to error” to have decreased values in nursing answers than physician ones. The average percentage positive concerning “staffing” items is below the average percentage positive of database hospitals; in nursing, it decreases more; it shows a low positive response regarding enough staff, work hours, and crisis mode; the last item shows a more negative response. The average percentage positive concerning “No punitive Response to Error” is below average positive of database hospitals; in nursing, it decreases more, with a low positive response concerning feeling responsible for mistakes.

The approach explained in this paper aims to measure patient safety culture, which can be improved through mentioned recommendations.

This study aims to measure the perception of the residents regarding peer assisted learning in emergency medicine residency program as well as assessing the psychometric properties of the questionnaire used as the research tool.

A descriptive cross-sectional study was conducted at King Abdullah Medical City, Saudi Arabia, Makkah on a Convenience sample of Emergency Medicine residents who completed peer assisted learning sessions. Data were collected through a questionnaire evaluating the residents’ perception of Peer Assisted Learning. Descriptive statistics were used and statistical significance was set at p < 0.05. The Peer Assisted Learning (PAL) satisfaction questionnaire was tested for construct validity and reliability. Exploratory Factor Analysis (EFA) was conducted. The reliability of the used questionnaire was assessed using Cronbach’s coefficient alpha.

The study showed that the PAL questionnaire yielded four factors. The four factors are labeled as the following: Factor 1: Cognitive congruence, Factor 2: Social congruence; Factor 3: Teaching skills in Peer Assisted Learning (PAL) session; and Factor 4: Professional development. These results indicated that questionnaire has a good structure validity. In addition, the study showed high internal consistency of the questionnaire. Cronbach’s alpha coefficient value for the total scale was 0.88. The perception of residents was assessed and results revealed residents’ satisfaction regarding Peer Assisted Learning.

Up to the authors’ knowledge, this is the first study which assessed the psychometric properties of a questionnaire measuring the residents’ perceptions regarding Peer Assisted Learning. The study contributed to improving information regarding the psychometric properties and usefulness of PAL questionnaire.

Health care is a complex system, mandating adoption of unrelenting updates of guidelines and best practices. Securing a balanced system of current practice and matching documentation has always been a challenge due to impaired connection between traditional forms of documentation (e.g. policies, procedures, and guidelines) and users. Departmental manuals always find their way back to shelves away from the workplace, and continuous interaction with customers and complexity of business processes hinder timely update and consequently sustainable improvement. The paper aims to discuss this issue.

In late 2014, the corresponding author visited Japan as part of Kaizen benchmark tour that introduced the concepts and applications of “Kaizen,” the Japanese word for continuous improvement, in Toyota factory and health care institutes in Fukuoka, Nagoya, and Tokyo. Soon thereafter, the authors adopted Kaizen to be the organizational theme for improvement. QPS team launched several initiatives throughout 2015 to improve the quality of documentation. Documents submitted had one thing in common, all participants used flowcharts, diagrams, and even drawings to simplify hard-to-understand processes. This challenge highlighted the utilization of diagrams, well-organized forms, infographics, and other methods to simplify processes and to vitalize documents.

Since the hospital utilizes the paper-form prescribing system, prescription errors lead to delays in dispensing time, affecting patient satisfaction in emergency room’s pharmacy. Pharmacy team launched a project using document vitalization as an improvement strategy. Aggregate results showed 16.7 percent reduction in average time per prescription in inpatient pharmacy and 20.0 percent reduction in emergency room pharmacy. Although measurements did not continue over a longer period or were statistically analyzed, they provide a crude indication of possible improvement using document vitalization.

Lack of a sound measurement system with proper statistical analysis prevented the provision of reliable evidence of improvement. Moreover, lack of previous case studies has been an obstacle. It is the authors’ plan to provide measurable evidence of improvement for multiple projects through measurement of process time, customer and employee satisfaction, the number of process errors, etc. Nevertheless, feedback from users provides a rough indication of possible improvement using document vitalization. It is the authors’ aim to incorporate “document vitalization” into the fabric of documentation process and SFHPM culture.

Empowerment creates an energy-filled work environment where staff members feel they are the real change factors and are actively contributing to the advancement and success of their organizations (Taylor 2013). This does not mean allowing chaos and unplanned changes to disrupt process flow but rather to leave room for trial and error in a controlled environment and pilot-testing significant changes before generalization.

The term vitalization itself is a brand new one used in this field, and the authors introduce it for the first time to be a solution that comes from frontliners and can bridge the gap between document and practice. If all document vitalization successes were a tribute to one factor, it would be “empowerment.” Once leaders have the courage to listen to frontline staff voice and allow them to do things differently, the staff members will surprise their organizations with the marvels of their creations.

Al-Juhfa is a small village located near Rabigh City, between Makkah and Madinah, Saudi Arabia, with significant archaeological and religious resources. The purpose of this paper is to examine residents’ attitudes toward tourism development at Al-Juhfa.

The qualitative study uses purposive interviewing to recruit informants. Data was collected using semi-structured interview and open-ended questions. Eight semi-structured interviews were made and a list of open-ended questions was distributed to 134 informants. All data were analysed and no new codes were found after the answer of the first 49 informants analysed.

The results show that residents’ attitudes toward tourism development in general were positive with residents expecting to receive economic, social and environmental benefits. Residents were aware of potential positive and negative impacts of tourism development and appeared to balance these in developing their attitudes. Tourism was seen to empower residents and the religiosity of the community influenced their perception of tourism development.

This study contributes to the literature by supporting the use of social exchange theory in this context and by recommending the inclusion of religiosity in further studies.

This study is one of the first to address the types of tourism in contemporary standing in relation to the travel chronicle of Prophet Muhammad (PBUH). Consequently, this paper aims to identify the similarities between contemporary types of tourism and the premodern travelogue of Muhammad. Not many studies have been conducted relating to Islam, Muhammad and tourism.

Muhammad’s travel chronicle was reviewed through a content analysis of the Qu’ran, Hadith and Sirah. A literature review on contemporary types of tourism was conducted to synchronise the use of terminology from Muhammad’s premodern travels and contemporary types of tourism.

It is clear that the experiences being narrated in contemporary tourism were also experienced during Muhammad’s time, using different terminology but with similar connotations.

This study is one of the first to address the similarities between Muhammad’s premodern travelling and contemporary types of tourism. It is clear that several types of tourism that exist today were actually experienced and practiced by Muhammad.

Involving residents in planning for sustainable tourism can help gain their support. This chapter examines residents' support for tourism development in Al-Juhfa Village, Saudi Arabia. It identifies three ways to gain residents' support. The first is inclusion of residents' heritage and agricultural activities in tourism planning, the second is development of infrastructure and tourism facilities that benefit locals, and third the empowerment of destination residents. Inclusion of these in the masterplan will strengthen resident support for tourism development. Recommendations for policymakers and destination managers on developing local attractions and strategies for empowering resident are provided.