A reading in cross-cultural service encounter: Exploring the relationship between cultural intelligence, employee performance and service quality
| العنوان: | A reading in cross-cultural service encounter: Exploring the relationship between cultural intelligence, employee performance and service quality |
|---|---|
| المؤلفون: | Ali Bakir, Elham Alshaibani |
| المصدر: | Tourism and Hospitality Research. 17:249-263 |
| بيانات النشر: | SAGE Publications, 2016. |
| سنة النشر: | 2016 |
| مصطلحات موضوعية: | Service (business), Service quality, business.industry, Service design, Emotional intelligence, 05 social sciences, Geography, Planning and Development, Service management, Public relations, Training and development, Cultural intelligence, Hospitality, Tourism, Leisure and Hospitality Management, 0502 economics and business, 050211 marketing, business, Psychology, ComputingMilieux_MISCELLANEOUS, 050203 business & management |
| الوصف: | A multi-disciplinary reading in cross-cultural service interactions in hospitality and service management literature was undertaken focusing on employee’s attitudes and behaviour that are seen to influence service quality. The interplay of the competing constructs of employee personality, emotional intelligence and cultural intelligence in the service encounter was looked at in relation to employee performance and customer perception of service quality. The reading suggests that cultural intelligence of service employees was the most relevant construct in the encounter. As there are no studies linking cultural intelligence to service quality, the dialogue with the literature allowed the development of a theoretical model of relationships which proposed that cultural intelligence is related to service quality through employee performance. This reading adds to the cross-cultural hospitality and service management literature and has potential implications for management and employee training and development in these fields. |
| تدمد: | 1742-9692 1467-3584 |
| DOI: | 10.1177/1467358416651474 |
| URL الوصول: | https://explore.openaire.eu/search/publication?articleId=doi_________::ed89ccb02d0aae18833829520e841cb8 https://doi.org/10.1177/1467358416651474 |
| Rights: | CLOSED |
| رقم الانضمام: | edsair.doi...........ed89ccb02d0aae18833829520e841cb8 |
| قاعدة البيانات: | OpenAIRE |
| تدمد: | 17429692 14673584 |
|---|---|
| DOI: | 10.1177/1467358416651474 |