Purpose Augmenting employees’ commitment is of important interest to hospitality managers, particularly in the branded restaurant industry where the workforce is often transient. This paper aims to identify and analyse if levels of personal motivation and flow are drivers of commitment, and if the relationship between the variables is moderated by length of service, age and gender. Design/methodology/approach The study is a large-scale empirical investigation of hospitality staff in the UK branded restaurants through 1,133 survey responses, measuring levels of personal motivation, flow and commitment, as well as the moderating effects of multi-group differences among age, gender and length of service. Partial least square structural equation modelling (PLS-SEM) is used for analysis of data. Findings Using PLS-SEM found personal motivation to be important in determining employees’ level of flow and, in turn, employees’ commitment. Using multi group analysis, results revealed that relationship among personal motivation, flow and commitment played superior role for older employees and working for a long time in a hospitality organisation than those younger and working less than five years. No significant differences between male and female staff are found. Research limitations/implications Through finding flow and personal motivations to be drivers of commitment, branded restaurant practitioners can focus on emphasising these elements in their employees to increase commitment. Further, part-time roles are often taken by people likely to be non-committal in their job needs, e.g. students funding their studies. By focussing on extending lengths of service to meet the optimum years identified, managers can fortify their businesses. Originality/value The paper is one of few large-scale quantitative studies to examine personal motivation, flow and commitment in the context of UK branded restaurants. It identifies that employees exhibit higher levels of commitment through intrinsic values over time, and establishes relationships between the constructs of flow, personal motivation and commitment.

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This study seeks to explore the effects of the COVID-19 crisis on the business resilience of SMEs in the United Arab Emirates (UAE) as an emerging economy, and specifically in Dubai, a thriving global business hub. Our objective is to examine the challenges experienced by small and medium enterprises (SMEs) in this region and how business leaders respond to the unprecedented crisis to stay afloat. We obtained rich descriptions from 26 respondents comprising SME owners and managers, using semi-structured interviews and a reflective process model to discern different aspects of business volatility, leadership roles, and financial management. All respondents endured the crisis periods by implementing numerous changes and initiatives to explore new norms of working, uncharted business territories, fulfill current projects, and develop innovative solutions and diversification in their businesses. Many have turned challenges into opportunities, progressing successfully through the three challenging periods of crisis using diverse approaches to stay resilient. The paper concludes with a discussion of theoretical and practical implications and future research directions.

Purpose Despite evidence largely confirming gender-based differences in service quality perceptions in healthcare, little research has considered patients’ expectations. This study aims to examine the gender-based differences in both the affective and cognitive components of customers’ service quality expectations. Design/methodology/approach Data were collected through random sampling from three outpatient hospitals in the UAE. Hypothesized relationships between the cognitive and affective components (moderated by gender) were tested by means of CFA and ANOVA. Findings The results indicate that the differences between male and female expectations of overall service quality as a singular construct were not statistically significant, except for the empathy dimension. However, when measured as affective and cognitive, the results confirm that significant differences do exist between male and female patients. Research limitations/implications The research was limited to the UAE. However, identifying gender differences in patients’ expectations would enable healthcare providers to engage and manage patients’ expectations. Originality/value This paper provides theoretical and practical implications on how the male and female are different in the cognitive and affective components of service quality expectations.