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The contribution of cultural intelligence to the interaction involvement and performance of call center agents in cross-cultural communication

Author

Listed:
  • Jenette Villegas Puyod
  • Peerayuth Charoensukmongkol

Abstract

Purpose - This paper aims to investigate the contribution of cultural intelligence (CQ) to the interaction involvement and job performance of call center agents in the Philippines. Design/methodology/approach - Data were collected from 213 call center agents from five business process outsourcing firms in the Philippines. Partial least squares structural equation modeling was used for data analysis. Findings - CQ was found to be positively associated with the quality of interaction involvement and job performance of the call center agents. Moreover, the positive contribution of CQ to interaction involvement and job performance was significantly greater for those that had less call center work experience than those that had more work experience. Originality/value - This study indicates that CQ not only matters in face-to-face communication but also is beneficial for non-personal communication, as with telephone conversation for example. In addition, this study showed new evidence –possessing high CQ tends to be more beneficial for agents that have less work experience.

Suggested Citation

  • Jenette Villegas Puyod & Peerayuth Charoensukmongkol, 2019. "The contribution of cultural intelligence to the interaction involvement and performance of call center agents in cross-cultural communication," Management Research Review, Emerald Group Publishing Limited, vol. 42(12), pages 1400-1422, July.
    • Handle: RePEc:eme:mrrpps:mrr-10-2018-0386
    DOI: 10.1108/MRR-10-2018-0386
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    Citations

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    Cited by:

    1. Lukas Heidt & Felix Gauger & Andreas Pfnür, 2023. "Work from Home Success: Agile work characteristics and the Mediating Effect of supportive HRM," Review of Managerial Science, Springer, vol. 17(6), pages 2139-2164, August.
    2. Miroslav Jurasek & Petr Wawrosz, 2023. "How Does Self-Efficacy in Communication Affect the Relationship Between Intercultural Experience, Language Skills, and Cultural Intelligence," SAGE Open, , vol. 13(4), pages 21582440231, December.
    3. Sergio Ochoa Jiménez & Alma Rocío García García & Beatriz Alicia Leyva Osuna & Sacnicté Valdez del Río, 2021. "Entrepreneurial Behavior of SMEs and Characteristics of the Managers of Northwest Mexico," Social Sciences, MDPI, vol. 10(1), pages 1-15, January.
    4. Zhou, Jihong & Charoensukmongkol, Peerayuth, 2022. "Cultural intelligence and adaptive selling behaviors in cross-cultural selling: The cognitive resource theory and social role theory perspective," Journal of Business Research, Elsevier, vol. 146(C), pages 477-488.

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