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Cross-Cultural Competence in Tourism and Hospitality: A Case Study of Quintana Roo, Mexico

Author

Listed:
  • María del Pilar Arjona-Granados

    (Departamento de Investigación del Área de Turismo, Universidad de Colima, Avenida Universidad 333, Las Víboras, Colima 28040, Colima, Mexico)

  • Antonio Galván-Vera

    (Facultad de Comercio y Administración, Universidad Autónoma de Tamaulipas. Matamoros S/N, Zona Centro, Ciudad Victoria 87000, Tamaulipas, Mexico)

  • José Ángel Sevilla-Morales

    (Facultad de Comercio y Administración, Universidad Autónoma de Tamaulipas. Matamoros S/N, Zona Centro, Ciudad Victoria 87000, Tamaulipas, Mexico)

  • Martín Alfredo Legarreta-González

    (Universidad Tecnológica de la Tarahumara, Carretera Guachochi-Yoquivo, Guachochi 33187, Chihuahua, Mexico
    Posgraduate Department, Fatima Campus, University of Makeni (UniMak), Makeni City 00232, Sierra Leone)

Abstract

Economic growth, especially in emerging economies, has altered the composition of international tourism. It is therefore essential to possess the skills necessary to understand the influence of culture on human behaviour, thereby enabling an appropriate response to the traveller. This research aims to develop a tool for identifying openness, flexibility, awareness, and intercultural preparedness. It focuses on the metacognitive and cognitive aspects of cultural intelligence that shape the development of empathy in customer service staff in hotels in Quintana Roo. The variables were validated and incorporated into a quantitative study using multivariate analysis and inferential statistics. A sample of 77 questionnaires was analysed using simple random sampling under a proportional design. Multiple Correspondence Analysis (MCA) was employed as a discriminatory technique to identify the most significant independent variables. These were subsequently entered as regressors into ordinal logistic regression (OLR), along with age and work experience, in order to estimate the probabilities associated with each level of the dependent variable. The results indicated that age had minimal influence on the metacognitive and cognitive variables, whereas years of experience among tourism staff exerted a significant effect.

Suggested Citation

  • María del Pilar Arjona-Granados & Antonio Galván-Vera & José Ángel Sevilla-Morales & Martín Alfredo Legarreta-González, 2025. "Cross-Cultural Competence in Tourism and Hospitality: A Case Study of Quintana Roo, Mexico," World, MDPI, vol. 6(3), pages 1-23, August.
    • Handle: RePEc:gam:jworld:v:6:y:2025:i:3:p:108-:d:1715554
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    References listed on IDEAS

    as
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    2. María del Pilar Arjona-Granados & José Ángel Sevilla-Morales & Antonio Galván-Vera & Martín Alfredo Legarreta-González, 2025. "An Examination of the Elements of Cultural Competence and Their Impact on Tourism Services: Case Study in Quintana Roo, Mexico," Tourism and Hospitality, MDPI, vol. 6(2), pages 1-28, May.
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