Author:

Keywords:

Cultural intelligence, Work engagement, Service recovery performance, Social Sciences, Business, Management, Business & Economics, WORK ENGAGEMENT, CUSTOMER LOYALTY, JOB DEMANDS, RESOURCES, PERCEPTIONS, BURNOUT, MODEL, METAANALYSIS, ORIENTATION, PERSONALITY, 1503 Business and Management, 1504 Commercial Services, 1505 Marketing, Marketing, 3504 Commercial services, 3506 Marketing, 3507 Strategy, management and organisational behaviour

Abstract:

Satisfying complaining customers is challenging, especially when dealing with the increasing number of customers with culturally diverse backgrounds. The purpose of this study is to show whether and how frontline employee cultural intelligence (CQ) is related to their service recovery performance. The results of among 155 flight attendants of a Southeast Asian airline indicate that frontline employee CQ is positively associated with their service recovery performance. Work engagement mediates this relationship. This study reveals that organizations likely benefit from investing in frontline employees’ CQ to optimize their work engagement and service recovery performance.