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How to boost frontline employee service recovery performance: the role of cultural intelligence

Author

Listed:
  • Annelies Costers

    (KU Leuven)

  • Yves Van Vaerenbergh

    (KU Leuven)

  • Anja Van den Broeck

    (KU Leuven)

Abstract

Satisfying complaining customers is challenging, especially when dealing with the increasing number of customers with culturally diverse backgrounds. The purpose of this study is to show whether and how frontline employee cultural intelligence (CQ) is related to their service recovery performance. The results of among 155 flight attendants of a Southeast Asian airline indicate that frontline employee CQ is positively associated with their service recovery performance. Work engagement mediates this relationship. This study reveals that organizations likely benefit from investing in frontline employees’ CQ to optimize their work engagement and service recovery performance.

Suggested Citation

  • 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.
    • Handle: RePEc:spr:svcbiz:v:13:y:2019:i:3:d:10.1007_s11628-019-00396-3
    DOI: 10.1007/s11628-019-00396-3
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    Cited by:

    1. Miroslav Jurásek & Petr Wawrosz, 2023. "What Makes People Abroad Satisfied? The Role of Cultural Intelligence, Cultural Identity, and Culture Shock," Social Sciences, MDPI, vol. 12(3), pages 1-19, February.
    2. Carol Azab & Jonas Holmqvist, 2022. "Discrimination in Services: How Service Recovery Efforts Change with Customer Accent," Journal of Business Ethics, Springer, vol. 180(1), pages 355-372, September.

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