Cultural Intelligence: Leveraging Differences to Bridge the Gap in the International Hospitality Industry

Arora, Pallvi; Rohmetra, Neelu

Abstract

Globalization has made the world seem smaller and 'flat' in many ways (Friedman, 2005). Still cultural differences and cultural diversity remains a challenge to be faced by individuals and organizations. Managers recognize cultural differences when they realize that people from different cultures behave differently and that those differences affect the way in which their organizations function (Adler, 2007). This challenge of handling and managing multiculturalism is experienced invariably in all sectors of service industry including hospitality. Hotels and other sectors of hospitality have to duly engage in effective management of cultural disparities deeply rooted in the multicultural contexts to the advantage of the organizations at the individual, group and systems level. Cultural Intelligence (CQ) is one of the key managerial competencies needed for dealing effectively with people from different cultural backgrounds across sectors and industries including hospitality. This paper introduces the concept of Cultural Intelligence (CQ) and discusses its relevance and implications in the hospitality sector from service encounter perspective. Besides, it seeks to propose a model highlighting CQ as a critical individual capability affecting service encounters for leveraging differences in bridging cultural disparities in organizations with special reference to the international hospitality industry.

Citation

Arora, P., & Rohmetra, N. (2010). Cultural Intelligence: Leveraging Differences to Bridge the Gap in the International Hospitality Industry. International Review of Business Research Papers, 6(5), 216-234

• Journal Article Type: Article
• Publication Date: 2010
• Deposit Date: Mar 28, 2025
• Journal: International Review of Business Research Papers
• Print ISSN: 1837-5685
• Electronic ISSN: 1832-9543
• Publisher: Zant World Press
• Peer Reviewed: Peer Reviewed
• Volume: 6
• Issue: 5
• Pages: 216-234
• ISBN: 1837-5685
• Public URL: http://researchrepository.napier.ac.uk/Output/4190020