TY  - JOUR
AB  - 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.
VL  - 42
IS  - 12
SN  - 2040-8269
DO  - 10.1108/MRR-10-2018-0386
UR  - https://doi.org/10.1108/MRR-10-2018-0386
AU  - Puyod Jenette Villegas
AU  - Charoensukmongkol Peerayuth
PY  - 2019
Y1  - 2019/01/01
TI  - 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
T2  - Management Research Review
PB  - Emerald Publishing Limited
SP  - 1400
EP  - 1422
Y2  - 2024/04/25
ER  -