The contribution of cultural intelligence to the interaction involvement and performance of call center agents in cross-cultural communication

Jenette Villegas Puyod and Peerayuth Charoensukmongkol

Management Research Review, 2019, vol. 42, issue 12, 1400-1422

Abstract: Purpose - This paper aims to investigate the contribution of cultural intelligence (CQ) to the interaction involvement and job performance of call center agents in the Philippines. Design/methodology/approach - Data were collected from 213 call center agents from five business process outsourcing firms in the Philippines. Partial least squares structural equation modeling was used for data analysis. Findings - CQ was found to be positively associated with the quality of interaction involvement and job performance of the call center agents. Moreover, the positive contribution of CQ to interaction involvement and job performance was significantly greater for those that had less call center work experience than those that had more work experience. Originality/value - This study indicates that CQ not only matters in face-to-face communication but also is beneficial for non-personal communication, as with telephone conversation for example. In addition, this study showed new evidence –possessing high CQ tends to be more beneficial for agents that have less work experience.

Keywords: Human resource management; Communication; Performance; Service; Cultural intelligence; Call center; Cross-cultural competency; Culture (search for similar items in EconPapers)
Date: 2019
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Citations: View citations in EconPapers (4)

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Persistent link: https://EconPapers.repec.org/RePEc:eme:mrrpps:mrr-10-2018-0386

DOI: 10.1108/MRR-10-2018-0386

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