Contribution of cultural intelligence to intercultural communication competency, service attentiveness, and anxiety of Thai cabin crews
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2016
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2559
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eng
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109 leaves
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b197611
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This work is licensed under a Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International License.
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National Institute of Development Administration. Library and Information Center
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Pornprom Suthatorn (2016). Contribution of cultural intelligence to intercultural communication competency, service attentiveness, and anxiety of Thai cabin crews. Retrieved from: https://repository.nida.ac.th/handle/662723737/5820.
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Contribution of cultural intelligence to intercultural communication competency, service attentiveness, and anxiety of Thai cabin crews
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Abstract
The 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.
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Thesis (Ph.D. (Managment))--National Institute of Development Administration, 2016