Moral intelligence among Muslim employees in hospitality settings: scale development and validation

Abstract

Purpose As upscale hotels have guests from diverse backgrounds and cultures, their Muslim employees should respect each. Consequently, this paper seeks to develop a multi-dimensional scale that measures Muslim employees’ moral intelligence within the hospitality domain. Design/methodology/approach The following dimensions: fear of Allah, humility, generosity and tolerance were included in this new scale. To develop this scale, this paper incorporates a multistage approach. Findings Employing ADANCO-PLS v.2.4, the nomological validity of this new scale was examined. These dimensions will help Muslim employees in hospitality contexts enhance their moral intelligence, which can result in their skill development, increased job delight and retention since they will feel appreciated and encouraged toward their ethical growth. Practical implications Upscale hotels can benefit by creating workplace cultures of giving for guest experiences. When Muslim employees are ready to take it up a notch, they contribute exceptional guest experiences and deeper relationships. This leads to higher levels of customer loyalty rates with revisit intentions. Originality/value Given moral judgments are essential in hospitality businesses; this paper highlighted using moral intelligence attitudes among Muslim employees.