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Cultural intelligence (CQ) in virtual, cross-cultural interactions: generalizability of measure and links to personality dimensions and task performance

Presbitero, Alfred 2016, Cultural intelligence (CQ) in virtual, cross-cultural interactions: generalizability of measure and links to personality dimensions and task performance, International journal of intercultural relations, vol. 50, pp. 29-38, doi: 10.1016/j.ijintrel.2015.11.001.

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Title Cultural intelligence (CQ) in virtual, cross-cultural interactions: generalizability of measure and links to personality dimensions and task performance
Author(s) Presbitero, Alfred
Journal name International journal of intercultural relations
Volume number 50
Start page 29
End page 38
Total pages 10
Publisher Elsevier
Place of publication Amsterdam, The Netherlands
Publication date 2016-01
ISSN 0147-1767
Keyword(s) Cultural intelligence
Personality
Extraversion
Openness to experience
Task performance
Virtual
Call centers
Summary Previous studies have focused on investigating CQ in face-to-face contexts but very few have assessed CQ in virtual, cross-cultural interactions. This study highlights the relevance of cultural intelligence (CQ) as an intercultural capability in cross-cultural communications that are virtual. This two-study research (study 1: n = 274; study 2: n = 223) conducted in call centers in the Philippines (a) assesses the generalizability of the four-factor CQ model (i.e., cognitive, metacognitive, motivational and behavioral CQ) as applied in the virtual context and (b) tests the relationship between CQ, personality dimensions (i.e., openness to experience and extraversion) and supervisor’s ratings of task performance. Study 1 results show that the structural validity of the four-factor CQ model was supported with minor issues in some ofthe items indicating the need to modify the CQ measure when utilized in the virtual context. Study 2 results show that CQ is positively and significantly related to openness to experience and extraversion. In addition, results show that CQ predicts task performance highlighting the importance of developing CQ among call center representatives and other working professionals who virtually engage and interact with clients and customers from culturally diverse backgrounds.
Language eng
DOI 10.1016/j.ijintrel.2015.11.001
Field of Research 150308 International Business
Socio Economic Objective 970115 Expanding Knowledge in Commerce, Management, Tourism and Services
HERDC Research category C1 Refereed article in a scholarly journal
ERA Research output type C Journal article
Copyright notice ©2015, Elsevier
Persistent URL http://hdl.handle.net/10536/DRO/DU:30080648

Document type: Journal Article
Collection: Department of Management
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Created: Mon, 11 Jan 2016, 09:35:41 EST

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