Understanding the Engagement Experiences of Bank Muscat Employees in the Sultanate of Oman During the Covid-19 Pandemic

• Main Author: Al Hinai, Farah F
• Format: Dissertation
• Language: English
• Published: ProQuest Dissertations & Theses 01.01.2023
• Subjects: Middle Eastern Studies; Organization Theory; Organizational behavior
• ISBN: 9798379408619

This qualitative study sought to understand the engagement experiences of 13 nonmanagerial Omani employees who were essential workers during the COVID-19 pandemic at Bank Muscat in the Sultanate of Oman. Two research questions guided the study: (1) How do nonmanagerial employees at Bank Muscat in the Sultanate of Oman experience engagement during COVID-19? (2) How does the culture of the Sultanate of Oman impact perceptions of engagement of employees at Bank Muscat? This study was informed by employee engagement theory, national culture value dimensions, and the culture of Oman. The findings of the study showed that physical safety, in addition to psychological safety, psychological availability, and psychological meaningfulness, had a major impact on the participants’ engagement experiences during COVID-19. Norms that are characteristic to Omani society, such as close contact relationships at home and in society and the sharing of meals, heightened the importance of physical safety, psychological safety, and psychological availability in the engagement of participants. The role of positive work interactions between the participants and the support they received from their supervisors positively impacted the participants’ engagement experiences as related to psychological meaningfulness and psychological safety. Finally, the role of spiritual energy emerged as an important component of psychological availability in the participants’ experiences of engagement during the COVID-19 pandemic. Given that faith is crucial in every fiber of life in Omani society, spiritual energy positively impacted the participants’ engagement experiences. In order to maintain an engaged workforce, it is imperative to continue the lines of communication in an organization during a crisis in addition to considering individuals’ well-being. The elements of engagement are clearly embedded in the Sultanate of Oman. Although the definition of engagement may be the same across cultures, the meaning of it is different in the Omani culture. The findings of this study showed how the Arab culture and Islamic work influenced the ability of participants to adapt during the pandemic, but employees still need the continuous support of the bank in order to experience meaningfulness, safety, and availability, especially during major physical and technological changes that take place.