International Journal of Entrepreneurship (Print ISSN: 1099-9264; Online ISSN: 1939-4675)


Critical Factors of Crisis Escalation between Customers and Front-Line Security besides Moderation of Organizational Culture at Dubai International Airport

Author(s): Ibrahim Ahmad Ali Mohammad Falamarzi, Mashitah binti Mohd Udin,Mohammed R A Siam

The aim of the study is to examine the impact of gender profiling, racial profiling, communication channel, and technology use on crisis escalations, besides organization culture as a moderation relationship to the crisis escalations in Dubai Airport. The research framework is, therefore, the summary of all the identified relationships between the identified exogenous variables, namely (racial profiling, gender profiling, and communication approach) used by the front line officials at the airport check-in counters, which have the tendency of causing crisis escalations between them and the airport users or travellers. The target or study population chosen for this research work equates to the total number of airport customers flying through Dubai international airport who are willing to respond to the questionnaire and the check-in staff that will be on duty during the period of data collection. The actual sample size is 360 employees. The distributed survey is 446, which was distributed by using face-to-face data collection methods in a convenient sample selection technique in 2019. Overall, direct relationships for the four predictors of crisis escalations in the airport are significant; the precedence for the relations based on the path coefficient value is communication channel (0.382), gender profiling (0.224), racial profiling (0.214), and technology usage (0.215). For the moderating relationships of technology use, two interactions have a significant positive interaction; racial profiling (-0.078) and technology readiness (-0.073), but the communication channel and gender profiling have no significant change based on organization culture.

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