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The contribution of cultural intelligence to the interaction involvement and performance of call center agents in cross-cultural communication : The moderating role of work experie...
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| Zeitschriftentitel: | Management Research Review |
|---|---|
| Personen und Körperschaften: | , |
| In: | Management Research Review, 42, 2019, 12, S. 1400-1422 |
| Format: | E-Article |
| Sprache: | Englisch |
| veröffentlicht: |
Emerald
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| Schlagwörter: |
| author_facet |
Puyod, Jenette Villegas Charoensukmongkol, Peerayuth Puyod, Jenette Villegas Charoensukmongkol, Peerayuth |
|---|---|
| author |
Puyod, Jenette Villegas Charoensukmongkol, Peerayuth |
| spellingShingle |
Puyod, Jenette Villegas Charoensukmongkol, Peerayuth Management Research Review The contribution of cultural intelligence to the interaction involvement and performance of call center agents in cross-cultural communication : The moderating role of work experience General Business, Management and Accounting |
| author_sort |
puyod, jenette villegas |
| spelling |
Puyod, Jenette Villegas Charoensukmongkol, Peerayuth 2040-8269 2040-8269 Emerald General Business, Management and Accounting http://dx.doi.org/10.1108/mrr-10-2018-0386 <jats:sec><jats:title content-type="abstract-subheading">Purpose</jats:title><jats:p>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.</jats:p></jats:sec><jats:sec><jats:title content-type="abstract-subheading">Design/methodology/approach</jats:title><jats:p>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.</jats:p></jats:sec><jats:sec><jats:title content-type="abstract-subheading">Findings</jats:title><jats:p>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.</jats:p></jats:sec><jats:sec><jats:title content-type="abstract-subheading">Originality/value</jats:title><jats:p>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.</jats:p></jats:sec> The moderating role of work experience The contribution of cultural intelligence to the interaction involvement and performance of call center agents in cross-cultural communication : The moderating role of work experience Management Research Review |
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The moderating role of work experience |
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The contribution of cultural intelligence to the interaction involvement and performance of call center agents in cross-cultural communication : The moderating role of work experience |
| title_unstemmed |
The contribution of cultural intelligence to the interaction involvement and performance of call center agents in cross-cultural communication : The moderating role of work experience |
| title_full |
The contribution of cultural intelligence to the interaction involvement and performance of call center agents in cross-cultural communication : The moderating role of work experience |
| title_fullStr |
The contribution of cultural intelligence to the interaction involvement and performance of call center agents in cross-cultural communication : The moderating role of work experience |
| title_full_unstemmed |
The contribution of cultural intelligence to the interaction involvement and performance of call center agents in cross-cultural communication : The moderating role of work experience |
| title_short |
The contribution of cultural intelligence to the interaction involvement and performance of call center agents in cross-cultural communication : The moderating role of work experience |
| title_sort |
the contribution of cultural intelligence to the interaction involvement and performance of call center agents in cross-cultural communication : the moderating role of work experience |
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General Business, Management and Accounting |
| url |
http://dx.doi.org/10.1108/mrr-10-2018-0386 |
| publishDate |
2019 |
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1400-1422 |
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<jats:sec><jats:title content-type="abstract-subheading">Purpose</jats:title><jats:p>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.</jats:p></jats:sec><jats:sec><jats:title content-type="abstract-subheading">Design/methodology/approach</jats:title><jats:p>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.</jats:p></jats:sec><jats:sec><jats:title content-type="abstract-subheading">Findings</jats:title><jats:p>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.</jats:p></jats:sec><jats:sec><jats:title content-type="abstract-subheading">Originality/value</jats:title><jats:p>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.</jats:p></jats:sec> |
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| author | Puyod, Jenette Villegas, Charoensukmongkol, Peerayuth |
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| description | <jats:sec><jats:title content-type="abstract-subheading">Purpose</jats:title><jats:p>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.</jats:p></jats:sec><jats:sec><jats:title content-type="abstract-subheading">Design/methodology/approach</jats:title><jats:p>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.</jats:p></jats:sec><jats:sec><jats:title content-type="abstract-subheading">Findings</jats:title><jats:p>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.</jats:p></jats:sec><jats:sec><jats:title content-type="abstract-subheading">Originality/value</jats:title><jats:p>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.</jats:p></jats:sec> |
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| spelling | Puyod, Jenette Villegas Charoensukmongkol, Peerayuth 2040-8269 2040-8269 Emerald General Business, Management and Accounting http://dx.doi.org/10.1108/mrr-10-2018-0386 <jats:sec><jats:title content-type="abstract-subheading">Purpose</jats:title><jats:p>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.</jats:p></jats:sec><jats:sec><jats:title content-type="abstract-subheading">Design/methodology/approach</jats:title><jats:p>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.</jats:p></jats:sec><jats:sec><jats:title content-type="abstract-subheading">Findings</jats:title><jats:p>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.</jats:p></jats:sec><jats:sec><jats:title content-type="abstract-subheading">Originality/value</jats:title><jats:p>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.</jats:p></jats:sec> The moderating role of work experience The contribution of cultural intelligence to the interaction involvement and performance of call center agents in cross-cultural communication : The moderating role of work experience Management Research Review |
| spellingShingle | Puyod, Jenette Villegas, Charoensukmongkol, Peerayuth, Management Research Review, The contribution of cultural intelligence to the interaction involvement and performance of call center agents in cross-cultural communication : The moderating role of work experience, General Business, Management and Accounting |
| title | The contribution of cultural intelligence to the interaction involvement and performance of call center agents in cross-cultural communication : The moderating role of work experience |
| title_full | The contribution of cultural intelligence to the interaction involvement and performance of call center agents in cross-cultural communication : The moderating role of work experience |
| title_fullStr | The contribution of cultural intelligence to the interaction involvement and performance of call center agents in cross-cultural communication : The moderating role of work experience |
| title_full_unstemmed | The contribution of cultural intelligence to the interaction involvement and performance of call center agents in cross-cultural communication : The moderating role of work experience |
| title_short | The contribution of cultural intelligence to the interaction involvement and performance of call center agents in cross-cultural communication : The moderating role of work experience |
| title_sort | the contribution of cultural intelligence to the interaction involvement and performance of call center agents in cross-cultural communication : the moderating role of work experience |
| title_sub | The moderating role of work experience |
| title_unstemmed | The contribution of cultural intelligence to the interaction involvement and performance of call center agents in cross-cultural communication : The moderating role of work experience |
| topic | General Business, Management and Accounting |
| url | http://dx.doi.org/10.1108/mrr-10-2018-0386 |