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- W2890632361 abstract "In a culturally diverse hospitality context, service employees are expected to perform high levels of culturally acceptable behaviour to culturally different guests during times of service interaction to boost guest satisfaction. Unarguably, cultural intelligence (CQ) is pivotal to both service employees and hospitality organisations. The present study aims to investigate of hotel service employees’ CQ by employing a 14-item Cultural Intelligence Scale (CQS) in a questionnaire survey. A total of 719 valid responses from 10 hotels in Hong Kong were collected. The results suggest that the hotel service employees generally possess CQ in all four dimensions, namely metacognitive, cognitive, motivational and behavioural, which enables them to appropriately interact with culturally different guests. Furthermore, the specific CQ behaviours of the hotel employees in each dimension were scrutinised. Hospitality practitioners are duty-bound to nurture and develop the CQ of their service employees in hopes of attaining guest satisfaction in cross-cultural service encounters." @default.
- W2890632361 created "2018-09-27" @default.
- W2890632361 creator A5046163763 @default.
- W2890632361 creator A5074623356 @default.
- W2890632361 date "2018-07-03" @default.
- W2890632361 modified "2023-09-27" @default.
- W2890632361 title "Towards an understanding of the culturally intelligent behaviour of hotel service employees" @default.
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- W2890632361 doi "https://doi.org/10.1080/15980634.2018.1517955" @default.
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