Contribution of cultural intelligence to intercultural communication competency, service attentiveness, and anxiety of Thai cabin crews

dc.contributor.advisorPeerayuth Charoensukmongkolth
dc.contributor.authorPornprom Suthatornth
dc.date.accessioned2022-05-23T10:07:20Z
dc.date.available2022-05-23T10:07:20Z
dc.date.issued2016th
dc.date.issuedBE2559th
dc.descriptionThesis (Ph.D. (Managment))--National Institute of Development Administration, 2016th
dc.description.abstractThe concept of cultural intelligence (CQ) has been proposed as a set of skills that allows individuals to deal effectively with culturally diverse situations. Even though the role of CQ have been found in many contexts but only a few focuses on the benefits of CQ for service providers who have to deal regularly with foreign customers. This research will fill this research gap by studying the role of CQ in airline cabin crew members, which is the context that has never been investigated before. The objective of this study is to investigate the relationship between the level of cultural intelligence exhibited by the airline cabin crew members and the degree of anxiety they experienced when serving foreign passengers. Intercultural communication competence and service attentiveness were proposed that the contribution of CQ can be indirectly explained through these two competencies to lower job anxiety. Survey data were collected from 372 Thai airline cabin crew members who worked at a leading international airline in Thailand. The results from a partial least squares regression analysis supported that having CQ allowed the cabin crew members to develop intercultural communication competence and service attentiveness; these two competencies served as the mechanisms that explain why the cabin crew members with high CQ tended to experience lower anxiety when working on stressful international flights.th
dc.format.extent109 leavesth
dc.format.mimetypeapplication/pdfth
dc.identifier.doi10.14457/NIDA.the.2016.115
dc.identifier.otherb197611th
dc.identifier.urihttps://repository.nida.ac.th/handle/662723737/5820th
dc.language.isoength
dc.publisherNational Institute of Development Administrationth
dc.rightsThis work is licensed under a Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International License.th
dc.subject.otherCultural intelligence -- Researchth
dc.titleContribution of cultural intelligence to intercultural communication competency, service attentiveness, and anxiety of Thai cabin crewsen
dc.typetext--thesis--doctoral thesisth
mods.genreDissertationth
mods.physicalLocationNational Institute of Development Administration. Library and Information Centerth
thesis.degree.departmentInternational Collegeth
thesis.degree.disciplineManagementth
thesis.degree.grantorNational Institute of Development Administrationth
thesis.degree.levelDoctoralth
thesis.degree.nameDoctor of Philosophyth
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