Abstract
The literature on grievance handling is a highly developed body of work. Yet, findings on the most effective means of conflict management remain inconclusive. To address this gap, the current study adopts a novel fuzzy-set configuration approach using a sample of 857 employees in Egyptian tourism and hospitality. Consistent with the view that grievance handling is a complex issue that is responsive to “equifinal” solutions, the inherent findings establish the existence of two effective but alternative grievance handling techniques. These two styles were found to differ in terms of education, experience, age, gender and the nature of the organisation. The findings hold important implications for theory and practice.
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•The article examines the link between grievance handling styles and job satisfaction.•The study is based on a sample of 857 employees in the Egyptian tourism sector.•The data are analysed using a novel configuration approach.•Two configurations of handling styles are associated with high job satisfaction.