Navigating Cultural Diversity through Cultural Intelligence: A Case of Hospitality Industry in India

Rohmetra, Neelu; Arora, Pallvi

Abstract

The global cultural experience has become terribly complex due to the growing need for organizations to handle the pervasiveness of cultural diversity in multinational organizations. Consequently, it becomes important to navigate through this challenge of cultural diversity and comprehend the role that Culturally Intelligent managers can play to get a 'break through' against the odds of cultural diversity. With this perspective in mind, the present paper initially verifies the Cultural Intelligence Scale (CQS) in the hospitality industry in India, thereby discussing the impact of Culturally Intelligent managers on Customer Satisfaction. Results indicate a positive correlation between Cultural Intelligence and Customer Satisfaction.

Citation

Rohmetra, N., & Arora, P. (2013, December). Navigating Cultural Diversity through Cultural Intelligence: A Case of Hospitality Industry in India. Presented at 3rd Biennial Conference of the Indian Academy of Management, Ahmedabad, India

• Presentation Conference Type: Conference Paper (published)
• Conference Name: 3rd Biennial Conference of the Indian Academy of Management
• Start Date: Dec 12, 2013
• End Date: Dec 14, 2013
• Online Publication Date: Dec 14, 2013
• Publication Date: 2013
• Deposit Date: Feb 24, 2025
• Peer Reviewed: Peer Reviewed
• Book Title: 3rd Biennial Conference of the Indian Academy of Management (IAM), 2013
• ISBN: 9788192080024
• Public URL: http://researchrepository.napier.ac.uk/Output/4129560
• Publisher URL: http://vslir.iima.ac.in:8080/jspui/bitstream/11718/11493/1/OS-PP-221-Navigating_Cultural_Diversity_through_Cultural_Intelligence-208-Rohmetra_b.pdf