Understanding Muslim frontline employees’ perceived religious discrimination and emotional exhaustion

IF 3.8 4区 管理学 Q2 BUSINESS Journal of Services Marketing Pub Date : 2024-05-27 DOI:10.1108/jsm-08-2023-0312
W. Chaouali, M. Haddoud, Mohamed Mousa, A. Elbaz, Narjess Aloui, Fawzi Dekhil
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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.
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了解穆斯林一线员工感知到的宗教歧视和情感疲惫
目的本研究旨在调查感知到的微妙和明显歧视对员工情绪衰竭的影响,以及潜在的缓解因素,如社会支持、组织包容和宗教信仰。研究结果研究结果表明,旅游业和酒店业的高/低情绪衰竭是由高/低程度的微妙和公开歧视、家人和朋友的支持以及宗教信仰等多种因素共同引发的。通过使用模糊集定性比较分析法,本研究从使用传统统计方法的歧视研究中脱颖而出。它提出了导致单一结果(高/低情绪耗竭)的几种解决方案。本研究表明,高/低情绪耗竭并不存在单一的最佳解决方案。原创性/价值工作场所中的宗教歧视正以惊人的速度增加,尤其是在旅游业和酒店业等面向客户的岗位上。这对来自少数群体的员工产生了不利影响,往往导致过度的情感衰竭。然而,现有文献在一定程度上低估了这一问题的后果,造成了需要填补的空白。本研究正是为了填补这一空白。
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来源期刊
CiteScore
7.80
自引率
20.50%
发文量
63
期刊介绍: ■Customer policy and service ■Marketing of services ■Marketing planning ■Service marketing abroad ■Service quality Capturing and retaining customers in a service industry is a vastly different activity to its product-based counterpart. The fickle nature of today"s consumer is a vital factor in understanding the factors which determine successful holding of market share - and the intense competition within the sector means practitioners must keep pace with new developments if they are to outwit competitors and develop customer loyalty.
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