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

• Main Authors: Mary Monica Jiony, Lew, Tek Yew, Daria Gom, Geoffrey Harvey Tanakinjal, Stephen Sondoh Jr
• Format: Article
• Language: English; English
• Published: MDPI 2021
• Subjects: HD2321-4730.9 Industry; TX901-946.5 Hospitality industry. Hotels, clubs, restaurants, etc. Food service
• Online Access: https://eprints.ums.edu.my/id/eprint/32282/1/Influence%20of%20Cultural%20Intelligence%20and%20Psychological%20Capital%20on%20Service%20Quality.pdf; https://eprints.ums.edu.my/id/eprint/32282/2/Influence%20of%20Cultural%20Intelligence%20and%20Psychological%20Capital%20on%20Service%20Quality1.pdf; https://eprints.ums.edu.my/id/eprint/32282/; https://www.mdpi.com/2071-1050/13/19/10809; https://doi.org/10.3390/su131910809

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...