2019
DOI: 10.3727/109830419x15489421397228
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Ethnocultural Empathy Among Frontline Hospitality and Tourism Employees

Abstract: The current study outlines the measurement of frontline employees' guest-directed ethnocultural empathy abilities in the context of Islamic hospitality in Iran. To this end, nine 4-and 5-star hotels located in three of the country's main cities were sampled for examining their frontline employees by a modified version of Scale of Ethnocultural Empathy. To test this scale and analyze the data, the variance-based technique of partial least squares structural equation modeling was selected. Out of the scale's di… Show more

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Cited by 9 publications
(5 citation statements)
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“…Similar to the current study, the majority of researchers investigating the Arbaeen pilgrimage (see Husein 2018; Moufahim and Lichrou 2019) have focused on the demand side of the event (i.e., pilgrims) but the host Iraqi community and their motivations for their hospitality have remained understudied; this should be addressed by future research. For example, Iraqi hosts' intercultural empathy competencies to connect with pilgrims of different ethnicities and countries could be measured quantitatively using empathy scales that have been introduced for the context of Islamic hospitality (see Sharifi-Tehrani and Rahimi 2015;Sharifi-Tehrani et al 2019). As noted earlier, due to the unique cultural importance of the provision of services and hospitality of Iraqis during the Arbaeen pilgrimage, UNESCO inscribed it in the Representative List of Intangible Cultural Heritage of Humanity in 2019 (UNESCO 2019); the effects of this designation over time should also be studied.…”
Section: Discussionmentioning
confidence: 99%
“…Similar to the current study, the majority of researchers investigating the Arbaeen pilgrimage (see Husein 2018; Moufahim and Lichrou 2019) have focused on the demand side of the event (i.e., pilgrims) but the host Iraqi community and their motivations for their hospitality have remained understudied; this should be addressed by future research. For example, Iraqi hosts' intercultural empathy competencies to connect with pilgrims of different ethnicities and countries could be measured quantitatively using empathy scales that have been introduced for the context of Islamic hospitality (see Sharifi-Tehrani and Rahimi 2015;Sharifi-Tehrani et al 2019). As noted earlier, due to the unique cultural importance of the provision of services and hospitality of Iraqis during the Arbaeen pilgrimage, UNESCO inscribed it in the Representative List of Intangible Cultural Heritage of Humanity in 2019 (UNESCO 2019); the effects of this designation over time should also be studied.…”
Section: Discussionmentioning
confidence: 99%
“…The authors of the article claim that in the wake of sociopolitical changes in the world that increasingly pose ethnic, racial, and cultural problems, it is no longer enough to be oriented towards tolerance as a concept of overcoming differences, but they believe that it should be performed on a much deeper and more specific level (Wang et al 2003, p. 221). This thought was the guiding light for the subsequent research, making ethnocultural empathy, as a branch of social psychology, a relevant field of study (See e.g., Rasoal et al 2011aRasoal et al , 2011cTehrani et al 2019;Tutkun 2019;Fleming et al 2015;Cundiff and Komarraju 2008;Özdikmenli-Demir and Demir 2014;Vaughn and Johnson 2020;Albiero and Matricardi 2013;Wang et al 2016). Discussing empathy at the level of developing sensibility for the reactions and functioning of other people-i.e., from the moment of direct immersion in the emotional states, thoughts, and behavior of others-a group of researchers realized that the concept itself is insufficient when dealing with the ethnic or cultural aspects of human life (Rasoal et al 2011b, p. 568;2011a, pp.…”
Section: Ethnocultural Empathy and Turn In Theorymentioning
confidence: 99%
“…Islam's guidance influences all facets of human life, including hospitality and tourism, at the individual and state levels (Sharifi-Tehrani et al, 2019). Importantly, in some Islamic countries, such as Iran, religion, tourism businesses and the law are closely intertwined, leading to a strong interrelationship between them (Jafari and Scott, 2014;Seyfi et al, 2018).…”
Section: Corporate Social Entrepreneurialmentioning
confidence: 99%
“…Tourism social entrepreneurs seek opportunities to offer innovative solutions to the multitude of social problems faced by different communities, particularly the disadvantaged and underserved (such as the disabled, homeless or poor), through hospitality and tourism-related activities or ventures (Sulphey and Salim, 2020). The literature, whether in the field of hospitality or other research fields, unanimously reports that social entrepreneurs bear several salient psychological attributes, such as perceived self-efficacy, collective efficacy, propensity to act (Esfandiar et al , 2019), empathy (Sharifi-Tehrani et al , 2019) and moral obligation (Hockerts, 2017).…”
Section: Introductionmentioning
confidence: 99%