Multiple-item scales used in the present study were obtained from various empirical
studies. The survey instrument was originally prepared in English and then translated
into Arabic via the back-translation method (Parameswaran and Yaprak, 1987). Before
starting data collection, the survey instrument was tested via a pilot sample of ten
frontline hotel employees. The results demonstrated that there were no compelling
reasons to make changes in the instrument, because the respondents did not have any
difficulty in understanding the items