IDEAS home Printed from https://ideas.repec.org/a/gam/jsusta/v13y2021i19p10809-d645946.html
   My bibliography  Save this article

Influence of Cultural Intelligence and Psychological Capital on Service Quality: A Study of the Hotel Industry in Sabah, Malaysia

Author

Listed:
  • Mary Monica Jiony

    (Labuan Faculty of International Finance, Universiti Malaysia Sabah, Labuan 87000, Malaysia)

  • Tek Yew Lew

    (Faculty of Business, Curtin University Malaysia, Miri 98009, Malaysia)

  • Daria Gom

    (Labuan Faculty of International Finance, Universiti Malaysia Sabah, Labuan 87000, Malaysia)

  • Geoffrey Harvey Tanakinjal

    (Labuan Faculty of International Finance, Universiti Malaysia Sabah, Labuan 87000, Malaysia)

  • Stephen Sondoh

    (Faculty Business, Economics & Accountancy, Universiti Malaysia Sabah, Kota Kinabalu 88400, Malaysia)

Abstract

Cultural intelligence (CQ) and psychological capital (PsyCap) are two critical characteristics that can be leveraged to develop dynamic hotel frontline employees capable of sustaining service excellence. While both the hotel industry and researchers have followed this trend, there are few studies in the research setting that delve into this relationship. This study examines the effects of cultural intelligence on service quality with psychological capital serving as a mediating variable. To confirm the proposed hypotheses, this study collects 300 questionnaires from four- and five-star hotels. For quantitative analysis, partial least squares structural equation modelling was used. The findings revealed that PsyCap is favorably associated with three components of CQ (metacognitive, motivational, and behavioral elements). Simultaneously, the CQ cognitive and behavioral elements were found to be positively related with service quality (SQ). These findings offer hotel managers practical guidance on how to evaluate critical internal resources and capabilities as a source to implementing and sustaining human resource practices.

Suggested Citation

  • Mary Monica Jiony & Tek Yew Lew & Daria Gom & Geoffrey Harvey Tanakinjal & Stephen Sondoh, 2021. "Influence of Cultural Intelligence and Psychological Capital on Service Quality: A Study of the Hotel Industry in Sabah, Malaysia," Sustainability, MDPI, vol. 13(19), pages 1-20, September.
    • Handle: RePEc:gam:jsusta:v:13:y:2021:i:19:p:10809-:d:645946
    as

    Download full text from publisher

    File URL: https://www.mdpi.com/2071-1050/13/19/10809/pdf
    Download Restriction: no
    File URL: https://www.mdpi.com/2071-1050/13/19/10809/
    Download Restriction: no
    ---><---

    References listed on IDEAS

    as
    1. Gürlek, Mert & Uygur, Akyay, 2021. "Service-oriented high-performance human resource practices and employee service performance: A test of serial mediation and moderation models," Journal of Management & Organization, Cambridge University Press, vol. 27(1), pages 197-233, January.
    2. Pitinan Kawachart, 2013. "Customer Satisfaction with Luxury Hotel in Bangkok: The Influence of Housekeeping Services Quality," ERES eres2013_296, European Real Estate Society (ERES).
    3. Dhar, Rajib Lochan, 2015. "Service quality and the training of employees: The mediating role of organizational commitment," Tourism Management, Elsevier, vol. 46(C), pages 419-430.
    4. Youssef, Carolyn M. & Luthans, Fred, 2012. "Positive global leadership," Journal of World Business, Elsevier, vol. 47(4), pages 539-547.
    5. Joohee Kim & Yonghwi Noh, 2016. "The effects of psychological capital and risk tolerance on service workers’ internal motivation for firm performance and entrepreneurship," International Entrepreneurship and Management Journal, Springer, vol. 12(3), pages 681-696, September.
    6. Niklas Nolzen, 2018. "The concept of psychological capital: a comprehensive review," Management Review Quarterly, Springer, vol. 68(3), pages 237-277, August.
    7. repec:arz:wpaper:eres2013-296 is not listed on IDEAS
    8. Ang, Soon & Van Dyne, Linn & Koh, Christine & Ng, K. Yee & Templer, Klaus J. & Tay, Cheryl & Chandrasekar, N. Anand, 2007. "Cultural Intelligence: Its Measurement and Effects on Cultural Judgment and Decision Making, Cultural Adaptation and Task Performance," Management and Organization Review, Cambridge University Press, vol. 3(3), pages 335-371, November.
    9. Carmen Castro-Casal & Guadalupe Vila-Vázquez & Álvaro Pardo-Gayoso, 2019. "Sustaining Affective Commitment and Extra-Role Service among Hospitality Employees: Interactive Effect of Empowerment and Service Training," Sustainability, MDPI, vol. 11(15), pages 1-16, July.
    10. Soon Ang & Linn Van Dyne & Christine Koh & K. Yee Ng & Klaus J. Templer & Cheryl Tay & N. Anand Chandrasekar, 2007. "Cultural Intelligence: Its Measurement and Effects on Cultural Judgment and Decision Making, Cultural Adaptation and Task Performance," Management and Organization Review, The International Association for Chinese Management Research, vol. 3(3), pages 335-371, November.
    11. Crowne, Kerri Anne, 2008. "What leads to cultural intelligence?," Business Horizons, Elsevier, vol. 51(5), pages 391-399.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Bo-Hyun Seong & Youngseok Choi & Hyojin Kim, 2021. "Influential Factors for Sustainable Intention to Visit a National Park during COVID-19: The Extended Theory of Planned Behavior with Perception of Risk and Coping Behavior," IJERPH, MDPI, vol. 18(24), pages 1-17, December.

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Pidduck, Robert J. & Shaffer, Margaret A. & Zhang, Yejun & Cheung, Sally S.Y. & Yunlu, Dilek G., 2022. "Cultural intelligence: An identity lens on the influence of cross-cultural experience," Journal of International Management, Elsevier, vol. 28(3).
    2. Sousa, Cátia & Gonçalves, Gabriela, 2019. "Multiculturality as an antecedent to work wellbeing and work passion," Journal of Tourism, Sustainability and Well-being, Cinturs - Research Centre for Tourism, Sustainability and Well-being, University of Algarve, vol. 7(2), pages 101-124.
    3. Laura BRANCU & Valentin MUNTEANU & Ionut GOLET, 2016. "A Comparative Approach of Cultural Intelligence Profile of Management and Non-Management Romanian Students," REVISTA DE MANAGEMENT COMPARAT INTERNATIONAL/REVIEW OF INTERNATIONAL COMPARATIVE MANAGEMENT, Faculty of Management, Academy of Economic Studies, Bucharest, Romania, vol. 17(4), pages 308-319, October.
    4. Miroslav Jurasek & Petr Wawrosz, 2023. "How Does Self-Efficacy in Communication Affect the Relationship Between Intercultural Experience, Language Skills, and Cultural Intelligence," SAGE Open, , vol. 13(4), pages 21582440231, December.
    5. Khaled Elsayed Ziada & Dimitri van der Linden & Edward Dutton & Nabil Sharaf Almalki & Salaheldin Farah Attallah Bakhiet & Zohra Ihsan & Adrian Furnham & Yossry Ahmed Sayed Essa & Shehana Mohammed Alq, 2021. "Sex and Culture Differences in Cultural Intelligence: A Study Comparing Saudi Arabians and Egyptians," SAGE Open, , vol. 11(3), pages 21582440211, September.
    6. Kadri KARMA & Rebekka VEDINA, 2009. "Cultural Intelligence as a Prism between Workforce Diversity and Performance in a Modern Organization," REVISTA DE MANAGEMENT COMPARAT INTERNATIONAL/REVIEW OF INTERNATIONAL COMPARATIVE MANAGEMENT, Faculty of Management, Academy of Economic Studies, Bucharest, Romania, vol. 10(3), pages 527-542, July.
    7. repec:rai:zfpers:doi_10.1688/1862-0000_zfp_2013_02_remhof is not listed on IDEAS
    8. Vlajčić, Davor & Caputo, Andrea & Marzi, Giacomo & Dabić, Marina, 2019. "Expatriates managers’ cultural intelligence as promoter of knowledge transfer in multinational companies," Journal of Business Research, Elsevier, vol. 94(C), pages 367-377.
    9. Tharapos, Meredith & O'Connell, Brendan T. & Dellaportas, Steven & Basioudis, Ilias, 2019. "Are accounting academics culturally intelligent?: An empirical investigation," The British Accounting Review, Elsevier, vol. 51(2), pages 111-129.
    10. Dheer, Ratan J.S. & Lenartowicz, Tomasz, 2020. "Effect of generational status on immigrants’ intentions to start new ventures: The role of cognitions," Journal of World Business, Elsevier, vol. 55(3).
    11. Bücker, Joost‏ JLE & Furrer, Olivier & Lin, Yanyan, 2015. "Measuring cultural intelligence: a new test of the CQ scale," FSES Working Papers 461, Faculty of Economics and Social Sciences, University of Freiburg/Fribourg Switzerland.
    12. Felker, Julie & Gianecchini, Martina, 2015. "Influence of pre-graduation international experiences on early career internationalization: The mediation effect of career capital," European Management Journal, Elsevier, vol. 33(1), pages 60-70.
    13. Jurásek Miroslav & Potocký Tomislav, 2020. "How to Improve Communication within an Organization? The Relationship between Cultural Intelligence and Language Competence," Journal of Intercultural Management, Sciendo, vol. 12(2), pages 53-81, June.
    14. Gonçalves, Gabriela & Reis, Marta & Sousa, Cátia & Santos, Joana & Orgambídez-Ramos, Alejandro, 2015. "The Effect of Multicultural Experience in Conflicts Management Styles: Mediation of Cultural Intelligence and Self-monitoring," Journal of Tourism, Sustainability and Well-being, Cinturs - Research Centre for Tourism, Sustainability and Well-being, University of Algarve, vol. 3(1), pages 4-21.
    15. Martin Mabunda Baluku & Julius Fred Kikooma & Edward Bantu & Peter Onderi & Kathleen Otto, 2019. "Impact of personal cultural orientations and cultural intelligence on subjective success in self-employment in multi-ethnic societies," Journal of Global Entrepreneurship Research, Springer;UNESCO Chair in Entrepreneurship, vol. 9(1), pages 1-22, December.
    16. Elenkov, Detelin S. & Manev, Ivan M., 2009. "Senior expatriate leadership's effects on innovation and the role of cultural intelligence," Journal of World Business, Elsevier, vol. 44(4), pages 357-369, October.
    17. Musarra, Giuseppe & Kadile, Vita & Zaefarian, Ghasem & Oghazi, Pejvak & Najafi-Tavani, Zhaleh, 2022. "Emotions, culture intelligence, and mutual trust in technology business relationships," Technological Forecasting and Social Change, Elsevier, vol. 181(C).
    18. Annelies Costers & Yves Van Vaerenbergh & Anja Van den Broeck, 2019. "How to boost frontline employee service recovery performance: the role of cultural intelligence," Service Business, Springer;Pan-Pacific Business Association, vol. 13(3), pages 581-602, September.
    19. Junshuai Cheng & Qaisar Iqbal & Guangmeng Ji & Weichun Li, 2022. "A Sustainable and Comprehensive Framework for Knowledge Transfer in MNCs: An Empirical Examination Based on Country, Company and Individual Levels of Chinese MNCs," Sustainability, MDPI, vol. 14(21), pages 1-17, October.
    20. Honghua Li & Yemisi Awotoye & Robert P. Singh, 2023. "Immigrant Entrepreneurs in the U.S.: Firm Performance Based on Entrepreneurial Competencies," Economies, MDPI, vol. 11(10), pages 1-14, September.
    21. Rockstuhl, Thomas & Van Dyne, Linn, 2018. "A bi-factor theory of the four-factor model of cultural intelligence: Meta-analysis and theoretical extensions," Organizational Behavior and Human Decision Processes, Elsevier, vol. 148(C), pages 124-144.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:gam:jsusta:v:13:y:2021:i:19:p:10809-:d:645946. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: MDPI Indexing Manager (email available below). General contact details of provider: https://www.mdpi.com .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.