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Original Articles

It’s not all about language ability: motivational cultural intelligence matters in call center performance

Keep up to date with the latest research on this topic with citation updates for this article.

Read on this site (6)

Ya Xi Shen, Shuojia Zhang, Sarbari Bordia & Prashant Bordia. (2023) Antecedents and consequences of host nationals’ attitudes towards hybrid language in MNCs: the case of MNC-tone. The International Journal of Human Resource Management 34:21, pages 4074-4109.
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Valerie Alexandra. (2023) Optimizing cultural intelligence development by considering different types of change. The International Journal of Human Resource Management 34:12, pages 2404-2428.
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Rachel Lam, Catherine Cheung & Peter Lugosi. (2021) The Impacts of Cultural and Emotional Intelligence on Hotel Guest Satisfaction: Asian and Non-Asian Perceptions of Staff Capabilities. Journal of China Tourism Research 17:3, pages 455-477.
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Allan B. I. Bernardo & Maria Guadalupe C. Salanga. (2019) Validating the protean and boundaryless career attitudes scales with Filipino young adults. Cogent Psychology 6:1.
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Rachel Lam & Catherine Cheung. (2018) Towards an understanding of the culturally intelligent behaviour of hotel service employees. International Journal of Tourism Sciences 18:3, pages 202-214.
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Articles from other publishers (24)

Anna JC Hsu, Kevin Au & Marta K Dowejko. (2023) Weak in ability but still follow what the headquarters asks: a legitimacy‐based view of MNC employees' adoption of English. Asia Pacific Journal of Human Resources.
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Manami Suzuki, Naoki Ando & Hidehiko Nishikawa. (2023) Discontinuity of required oral and literacy skills across job roles in achieving high work performance: An fsQCA approach. International Business Review 32:4, pages 102072.
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Conna Yang. (2023) Motivational cultural intelligence and well-being in cross-cultural workplaces: a study of migrant workers in Taiwan. Employee Relations: The International Journal 45:3, pages 743-761.
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Felicito Angeles Jabutay, Sasithorn Suwandee & Jerwin Angeles Jabutay. (2022) Testing the stress‐strain‐outcome model in Philippines‐based call centers. Journal of Asia Business Studies 17:2, pages 404-423.
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Marian Crowley-Henry, Shamika Almeida, Santina Bertone & Asanka Gunasekara. 2023. The Palgrave Handbook of Global Migration in International Business. The Palgrave Handbook of Global Migration in International Business 501 522 .
Aki Tsunemoto, Mark McAndrews, Pavel Trofimovich & Eric Friginal. (2022) Listener perceptions of customer service agents’ performance. Journal of Second Language Pronunciation.
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Namita Mangla & Kavita Singh. (2022) Relationship between cultural intelligence and learning organization. International Journal of Cross Cultural Management 22:1, pages 189-205.
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Rachel Lam, Catherine Cheung & Peter Lugosi. (2022) The impacts of cultural intelligence and emotional labor on the job satisfaction of luxury hotel employees. International Journal of Hospitality Management 100, pages 103084.
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Alfred Presbitero. (2020) Moving in and adjusting to a new country without the support of an employer? Tapping into personal dispositions and capabilities to achieve social well-being. Personnel Review 50:4, pages 1168-1184.
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Christopher Schlaegel, Nicole Franziska Richter & Vasyl Taras. (2021) Cultural intelligence and work-related outcomes: A meta-analytic examination of joint effects and incremental predictive validity. Journal of World Business 56:4, pages 101209.
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Yi Zhang & Taiba Hussain. (2021) SIEs’ interaction and adaptation to their task performance. Journal of Business Research 128, pages 370-380.
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Peerayuth Charoensukmongkol. (2021) How Chinese expatriates’ cultural intelligence promotes supervisor-subordinate Guanxi with Thai Employees: The mediating effect of expatriates’ benevolence. International Journal of Cross Cultural Management 21:1, pages 9-30.
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Miroslav Jurásek & Tomislav Potocký. (2020) How to Improve Communication within an Organization? The Relationship between Cultural Intelligence and Language Competence. Journal of Intercultural Management 12:2, pages 53-81.
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Alfred Presbitero. (2020) Foreign language skill, anxiety, cultural intelligence and individual task performance in global virtual teams: A cognitive perspective. Journal of International Management 26:2, pages 100729.
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Jessica Marie Arokiasamy & Soyeon Kim. (2020) When does emotional intelligence function better in enhancing expatriates' cross-cultural adjustment? A study of Japanese PCNs in Malaysia. Journal of Global Mobility: The Home of Expatriate Management Research 8:1, pages 67-84.
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Selen DOĞAN & Şenay KARAKUŞ. (2020) Kültürel Zekâ: Tanımsal, Yapısal ve İlişkisel Bir İnceleme ÇalışmasıCultural Intelligence: A Definational, Structural and Relational Review Study. İş ve İnsan Dergisi 7:1, pages 147-169.
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Hasan Dinçer & Ayşe Mengir. 2020. Handbook of Research on Decision-Making Techniques in Financial Marketing. Handbook of Research on Decision-Making Techniques in Financial Marketing 145 171 .
Soon Ang, Kok Yee Ng & Thomas Rockstuhl. 2019. The Cambridge Handbook of Intelligence. The Cambridge Handbook of Intelligence 820 845 .
Jenette Villegas Puyod & Peerayuth Charoensukmongkol. (2019) The contribution of cultural intelligence to the interaction involvement and performance of call center agents in cross-cultural communication. Management Research Review 42:12, pages 1400-1422.
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Allan B.I. Bernardo & Alfred Presbitero. (2018) Cognitive flexibility and cultural intelligence: Exploring the cognitive aspects of effective functioning in culturally diverse contexts. International Journal of Intercultural Relations 66, pages 12-21.
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Fang Fang, Vidar Schei & Marcus Selart. (2018) Hype or hope? A new look at the research on cultural intelligence. International Journal of Intercultural Relations 66, pages 148-171.
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Allan B.I. Bernardo & Alfred Presbitero. (2017) Belief in polyculturalism and cultural intelligence: Individual- and country-level differences. Personality and Individual Differences 119, pages 307-310.
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Alfred Presbitero & Christine Quita. (2017) Expatriate career intentions: Links to career adaptability and cultural intelligence. Journal of Vocational Behavior 98, pages 118-126.
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Alfred Presbitero. (2016) Culture shock and reverse culture shock: The moderating role of cultural intelligence in international students’ adaptation. International Journal of Intercultural Relations 53, pages 28-38.
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