Towards an understanding of the culturally intelligent behaviour of hotel service employees

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...