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

María del Pilar Arjona-Granados, Antonio Galván-Vera, José Ángel Sevilla-Morales and Martín Alfredo Legarreta-González ()
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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

World, 2025, vol. 6, issue 3, 1-23

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.

Keywords: cultural intelligence; metacognition; cognition; multiple correspondence analysis; ordinal logistic regression (search for similar items in EconPapers)
JEL-codes: G15 G17 G18 L21 L22 L25 L26 Q42 Q43 Q47 Q48 R51 R52 R58 (search for similar items in EconPapers)
Date: 2025
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