Critical factors of crisis escalations between customers and front-line security at Dubai International Airport

The main objective of the research was to examine the moderating role of organizational culture over the relationship between racial profiling, gender profiling, technology usage, and communication channels and crisis escalation at Dubai International Airport. Based on comprehensive review of literature and taking the theoretical support of theory of planned behavior and sequential theory if psychological distress the research is being conducted by applying structural equation modeling over sample of 360 respondents including travelers and front-line staff. The respondents were chosen using convenience sampling basis. For collecting the data, a questionnaire in English was adopted from prior studies. The travelers at Dubai international airport and the staff of front-line employees constitute the population for the study. The valid dataset 360 samples were chosen from received questionnaires. The results of structural equation modeling confirmed all the eight-hypothesis including four direct hypothesis and four moderating hypotheses. The calculated value of explained variation or coefficient of determination confirmed that without moderator the model has capacity to predict 59.8% variation in the crisis escalation and with moderator 60.2%. the study concluded that organizational culture holds a significant moderating role and the model has moderate predictive relevance. Furthermore, the limitations and guidelines for the future researchers are also presented.