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Drawing on the person-environment fit theory, in this paper the authors aim to propose and test a moderated mediation model that examines the relationships among proactive personality and job performance, cultural intelligence and emotional intelligence.

The authors collected the multisource data from a total of 120 hotel service employees and the employees' immediate supervisors. The authors used the PROCESS, an SPSS macro, to conduct multiple regression analyses to test this moderated mediation model.

The results suggest that cultural intelligence mediates the relationship between proactive personality and job performance during cross-cultural service encounters. Furthermore, the indirect effect of proactive personality on job performance during cross-cultural service encounters via cultural intelligence is stronger for service employees who are high in emotional intelligence.

This study has several implications for hospitality management in terms of developing effective strategies to foster cultural and emotional intelligence of service employees and improve the employees' performance.

Considering the limited number of studies showing why, how and in which situations personality can enhance performance, this study contributes to the literature by revealing the effect of proactive personality on the performance of service employees through important constructs such as cultural intelligence and emotional intelligence.

The aim of this research is to investigate how foreign (non‐mainland Chinese) architectural, engineering and construction (AEC) professionals manage cross‐cultural encounters with mainland Chinese in the construction industry. The specific objectives are to identify perceived cultural differences between Chinese and foreigners when executing construction projects, based on the perceptions of foreign personnel only; and recommend a framework to manage cross‐cultural encounters between foreigners and Chinese.

The data collection instrument was a questionnaire, which had open‐ended questions. The data collection method was face‐to‐face in‐depth interviews with 19 foreign AEC practitioners who had worked with Chinese in construction projects in mainland China. The majority of these projects were located in Shanghai.

The main perceived differences were: the absence of team spirit in Chinese staff; the need to micro‐manage Chinese staff; the lack of initiative in Chinese staff; difficulty in communicating with Chinese staff; the absence of trust among the Chinese and by Chinese of foreigners; Chinese firms' attempts at recovery of under‐pricing following contract award; ease of settling disputes with Chinese; lack of safety and quality culture; and prevalence of networking culture. Several methods to manage cross‐cultural encounters are identified. Among these, most of the interviewees practiced adaptability, mimicry and mindfulness, which involved paying attention, being watchful and attentive. They also relied on their knowledge and experience of Chinese culture.

The findings may not be readily generalized because interviews were conducted with only 19 foreign AEC professionals, many of who are from Singapore and had worked primarily in Shanghai. The small number of interviewees may be unrepresentative of the population.

Foreign firms could use the findings to help them decide on some of the methods to overcome cultural differences.

The research proposed a framework for foreign firms to use when managing cross‐cultural encounters with Chinese. It recommends different measures to manage cross‐cultural encounters between foreigners and Chinese.

The purpose of this paper is to understand when, how, and why service employees adapt the service encounter to meet the values and expectations of culturally disparate customers.

The authors tested the hypothesized framework utilizing a scenario-based experimental study. In total, a sample of 296 prospective restaurant service employees were asked to evaluate their willingness to adapt their behavior when faced with cultural differences as well as out group status. Furthermore, respondents were asked to assess their level of metacognitive cultural intelligence.

The authors found that both perceived cultural differences and out group status positively affect the service employee’s willingness to adapt their behavior. Further, cultural intelligence (CQ) positively moderates one of those two direct relationships.

The authors extend the literature on the service-adjustment process, as well as the managerial implications of service adjustment. The study is among the first to introduce the role of the service employees’ CQ in adaptation to an intercultural service encounter.

The significant increase in service offerings throughout the world has caused marketing scholars to focus their attention on the characteristics of the service encounter. With the growth in global business, more attention is also being paid to cross‐culture service encounters. This study proposes adding to that trend by attempting to measure the effect of intercultural sensitivity on the cross‐cultural performance of service employees.

Questionnaires were carried out in four‐ and five‐diamond hotels located in the state of Florida with reputations for attracting foreign guests.

The results indicate that employees with high intercultural sensitivity scored significantly (p<0.05) higher than employees with low intercultural sensitivity in terms of service attentiveness, revenue contribution, interpersonal skills, job satisfaction, and social satisfaction as they relate to cross‐cultural encounters. There was no significant difference in scores for motivation‐to‐work and perceptions of primary rewards (compensation, recognition, etc.).

The study was limited to upscale in Florida hotels.

Results suggest that service firms would benefit from testing for and providing training in intercultural sensitivity for employees involved in cross‐cultural service encounters.

This study aims to develop a model based on attribution theory and intercultural literature to explain the underlying customer satisfaction process in intercultural service encounters.

In-depth interviews were used to develop an understanding of customer experience and evaluations in intercultural service encounters. A quasi-experiment with 236 customers was used to empirically examine the relationships between perceived culture distance, cultural attribution, intercultural competence and customer satisfaction.

Perceived culture distance is positively related to customer satisfaction, with cultural attribution mediating the relationship between perceived cultural distance and customer satisfaction, and partially mediating the moderating effect of intercultural competence on the relationship between perceived culture distance and customer satisfaction.

This study focuses on cultural attribution in intercultural service encounters. It is acknowledged that there are other attribution dimensions such as stability and controllability which may interact with perceived culture distance and influence subsequent customer satisfaction evaluation. Future research should consider these various dimensions and examine their mediating role in customer satisfaction.

It is recommended that service firms educate their customers of diverse cultures about local norms and practices, and proactively manage their expectations throughout the service experience.

Despite the growing importance of intercultural service encounters, the findings of the relationship between perceived cultural distance and customer satisfaction are mixed. This study contributes to the literature by advancing our theoretical knowledge and empirical evidence of the role of cultural attribution and intercultural competence in intercultural service encounters.

The paper aims to conceptually explore customer‐to‐customer interaction (CCI) in a cross‐cultural context; and to identify research opportunities in the field of cross‐cultural CCI.

The paper analyses consultations both with CCI experts and cross‐cultural management experts.

Cross‐cultural customer‐to‐customer interaction (CC‐CCI) is shown to have received very little research attention. The relevance of CCI to hospitality management is highlighted and opportunities for future investigations are identified. CC‐CCI is shown to be conceptually quite complex.

For hospitality management practitioners and researchers, a variety of perspectives on how CC‐CCI can influence the customer experience are provided. Service managers are provided with a new dimension to incorporate into their strategic and operational plans for managing CCI in an increasingly globalised environment.

The article contributes towards developing a scientific approach towards understanding a phenomenon which is a widespread feature of social life. It also provides a fresh focus for cross‐cultural research.

The paper addresses an important and original issue in hospitality management. Many illustrations of the new concept are provided and directions and methods for conducting research into CC‐CCI are put forward. The article also contributes to the hospitality management literature by broadening the discussion of the customer as an operant resource.

The purpose of this paper is to offer a framework for the analysis of the power dynamics shaping the emergence of hybrid management systems in sub‐Sahara Africa. It aims to achieve this by showing how insights from postcolonial theory can further enrich cross‐cultural management theory.

The mainstream perspectives in current cross‐cultural management literature are reviewed as a basis for the development of a theoretical framework that emphasises cross‐cultural interaction and a consideration of the power dynamics surrounding non‐profit organisations operating in a sub‐Saharan African context is integrated. Drawing on the metaphors of mimicry and hybridity, this paper argues that postcolonial theory offers an avenue for theorising cross‐cultural interaction and the power dynamics surrounding these cross‐cultural encounters. Examples chosen from the author's ongoing work in the NGO sector in the Eastern Cape, South Africa serve as illustrations of how the analytical framework might generate insights into the workings of power dynamics shaping the emergence of hybrid ways of managing and organising.

It is argued that through a focus on interaction and the surrounding power relations, this framework allows for a more contextualised understanding of the emergence of hybrid management systems in non‐profit organisations.

The paper shows that, f cross‐cultural management theory hopes to inform the practice of non‐profit management in sub‐Sahara Africa, it is imperative the power dynamics at work are clearly understood.

Training programs designed to enhance managerial effectiveness at cross‐cultural communication tend to be directed at specific target cultures. This paper argues that an etic approach, one based on universal variables that occur in every culture and that vary across cultures, comprises an important alternative. This paper reviews anthropological/sociolinguistic research on one universal variable, “politeness.” Politeness, or linguistic indirection used to show social consideration, is a crucial element of interpersonal communication in all human cultures, yet it has received little mention in the literature. Implications of politeness for managerial cross‐cultural communication are explored. The implications of a universalistic approach to cross‐cultural communication training are discussed.