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

his study focuses on the role of motivational cultural intelligence (CQ) in call center performance. Call centers mainly rely on verbal communication with language ability playing a significant role in delivery of tasks. This study argues that motivational CQ, or the interest and efficacy when interacting with individuals from culturally diverse backgrounds, plays a significant role in call center performance. This study was conducted in the Philippines, one of the top destinations for offshore services like call centers. Studies were conducted at two time points to determine the relationship between language ability, motivational CQ, and task performance. At Time 1, the language ability of 125 call center agent applicants was determined and assessed. At Time 2 which was conducted six months later, performance data were obtained and the level of the motivational CQ of the respondents measured. Results show that language ability is positively and significantly related to task performance. However, when motivational CQ was included, the relationship between language ability and task performance became non-significant, which conveys the full mediating role of motivational CQ in that relationship.

Cross-Cultural Intelligence (CQ): its impact on British Expatriates Adjustment in International Construction Projects

Purpose: The purpose of this paper is to investigate the relationship between the facets of cultural intelligence (CQ) (cognitive, meta-cognitive, motivational and behavioural) and the dimensions of cross-cultural adjustment (interaction, general and work adjustment).

Design/methodology/approach: Interviews and questionnaire survey were carried out with British expatriates from the architectural, engineering and construction sector. A total of 191 respondents, with experience from 29 different countries, actively participated in this research. Structural equation model was subsequently developed to investigate the relationship between elements of CQ and cross-cultural adjustment.

Findings: Results of structural equation modelling revealed that collectively all the four aspects of CQ have significant influence on general, interaction and work adjustment, particularly motivational and cognitive CQ. Cognitive CQ which empowers the expatriates with in-depth knowledge about different cultures was a significant predictor of interaction and work adjustment, whereas, motivational CQ is a significant predictor for general and work adjustment. However, no support was gathered for meta-cognitive and behavioural aspects of CQ.

Practical implications: Globally, construction companies and projects are entering an era of increased internationalisation which has prompted the migration/promotion of British construction professionals to different parts of the world for their specialised capabilities and skills. Thus, it is of utmost importance that these professionals adjust to their new world of varied culture and still be productive in their work.

Originality/value: An understanding of these essential factors can actually help British construction organisations to select and mentor individuals and to provide necessary training for successful international assignments.

Cultural intelligence (CQ) in virtual, cross-cultural interactions: generalizability of measure and links to personality dimensions and task performance

Previous studies have focused on investigating CQ in face-to-face contexts but very few have assessed CQ in virtual, cross-cultural interactions. This study highlights the relevance of cultural intelligence (CQ) as an intercultural capability in cross-cultural communications that are virtual. This two-study research (study 1: n = 274; study 2: n = 223) conducted in call centers in the Philippines (a) assesses the generalizability of the four-factor CQ model (i.e., cognitive, metacognitive, motivational and behavioral CQ) as applied in the virtual context and (b) tests the relationship between CQ, personality dimensions (i.e., openness to experience and extraversion) and supervisor’s ratings of task performance. Study 1 results show that the structural validity of the four-factor CQ model was supported with minor issues in some ofthe items indicating the need to modify the CQ measure when utilized in the virtual context. Study 2 results show that CQ is positively and significantly related to openness to experience and extraversion. In addition, results show that CQ predicts task performance highlighting the importance of developing CQ among call center representatives and other working professionals who virtually engage and interact with clients and customers from culturally diverse backgrounds.

The development of cultural intelligence through the Indonesia immersion program

This paper identifies which immersion program activities are most important in developing cross-cultural skills, and identifies the cultural intelligence (CQ) factors that Master of Business Administration (MBA) students gain by their participation in a cultural immersion program. Twenty students were surveyed, and it was found that the most important immersion program activities to develop cross-cultural skills were “visits to Indonesian companies” and “cultural activities”, as opposed to lectures by academics/industry guest speakers or working in cross-cultural teams. Motivational CQ was found to be the highest scoring CQ factor, followed by behavioural, then metacognitive and finally cognitive CQ. Students may have developed less cognitive CQ competencies because they had less opportunity to learn about knowledge aspects of CQ and had more opportunity to put into practice their motivational and behavioural CQ through immersion program activities.

Effect of support and cultural intelligence on the adjustment and performance of expatriates and their family members in Malaysia

Theory suggests that people fear the unknown and no matter how experienced one is, the feelings of anxiety and uncertainty, if not managed well would affect how we view ourselves and how others view us. Hence, it is in human nature to engage in activities to help decipher behaviours that seem contrary to their beliefs and hinder the smooth-flowing of their work and daily activities. Building on these arguments, this research investigates the two types of support that are provided by multinational corporations (MNCs) and host country nationals (HCNs) to the expatriates and their family members whilst on international assignments in Malaysia as antecedents to their adjustment and performance in the host country. To complement the support provided, cultural intelligence (CQ) is investigated to explain the influence of cultural elements in facilitating adjustment and performance of the relocating families, especially to socially integrate into the host country. This research aims to investigate the influence of support and CQ on the adjustment and performance of expatriates in Malaysia. Path analyses are used to test the hypothesised relationships. The findings substantiate the pivotal roles that MNCs and HCNs play in helping the expatriates and their families acclimatise to the host country. This corroborates the norm of reciprocity where assistance or support rendered especially at the times when they were crucially needed would be reciprocated with positive behaviour deemed of equal value. Additionally, CQ is significantly positive in enhancing adjustment to the host country, which highlights the vital role that cultural awareness and knowledge play in enhancing effective intercultural communication and better execution of contextual performance. The research highlights the interdependence of the expatriates? multiple stakeholders (i.e. MNCs, HCNs, family members) in supporting the expatriates whilst on assignments. Finally, the findings reveal that the expatriate families do influence how the locals view the families and would be a great asset in initiating future communication between the expatriates and HCNs. The research contributes to the fields of intercultural adjustment and communication and also has key messages for policy makers.

Cultural intelligence as a predictor of expatriate adjustment and performance in Malaysia

This research tests the linkage between cultural intelligence, expatriate adjustment to the host country's environment and expatriate performance while on international assignments. The investigation is carried out with data from 134 expatriates based in multinational corporations in Malaysia. The results highlight a direct influence of expatriates' cultural intelligence on general, interaction and work adjustments. The improved adjustments consequently have positive effects on both the expatriates' task and contextual performance. The research findings have implications for both international human resource management (IHRM) researchers and managers. © 2012 Elsevier Inc.

Cultural intelligence: Extending the nomological network

This dissertation consists of three independent studies, which study the nomological network of cultural intelligence (CI)—a relatively new construct within the fields of cross-cultural psychology and organizational psychology. Since the introduction of this construct, CI now has a generally accepted model comprised of four codependent subfactors. In addition, the focus of preliminary research within the field is on understanding the new construct’s correlates and outcomes. Thus, the goals for this dissertation were (a) to provide an additional evaluation of the factor structure of CI and (b) to examine further the correlates and outcomes that should theoretically be included in its nomological network. Specifically the model tests involved a one-factor, three-factor, and four-factor structure. The examined correlates of CI included the Big Five personality traits, core self-evaluation, social self-efficacy, self-monitoring, emotional intelligence, and cross-cultural experience. The examined outcomes also included overall performance, contextual performance, and cultural adaption in relation to CI. Thus, this dissertation has a series of 20 proposed and statistically evaluated hypotheses. The first study in this dissertation contained the summary of the extant CI literature via meta-analytic techniques. The outcomes of focus were significantly relevant to CI, while the CI correlates had more inconclusive results. The second and third studies contained original data collected from a sample of students and adult workers, respectively. In general, the results between these two studies were parallel. The four-factor structure of CI emerged as the best fit to the data, and several correlates and outcomes indicated significant relation to CI. In addition, the tested incremental validity of CI showed significant results emerging in both studies. Lastly, several exploratory analyses indicated the role of CI as a mediator between relevant antecedent and the outcome of cultural adaption, while the data supported the mediator role of CI. The final chapter includes a thorough discussion of practical implications as well as limitation to the research design.^

Cultural Intelligence: Extending the Nomological Network

This dissertation consists of three independent studies, which study the nomological network of cultural intelligence (CI)—a relatively new construct within the fields of cross-cultural psychology and organizational psychology. Since the introduction of this construct, CI now has a generally accepted model comprised of four codependent subfactors. In addition, the focus of preliminary research within the field is on understanding the new construct’s correlates and outcomes. Thus, the goals for this dissertation were (a) to provide an additional evaluation of the factor structure of CI and (b) to examine further the correlates and outcomes that should theoretically be included in its nomological network. Specifically the model tests involved a one-factor, three-factor, and four-factor structure. The examined correlates of CI included the Big Five personality traits, core self-evaluation, social self-efficacy, self-monitoring, emotional intelligence, and cross-cultural experience. The examined outcomes also included overall performance, contextual performance, and cultural adaption in relation to CI. Thus, this dissertation has a series of 20 proposed and statistically evaluated hypotheses. The first study in this dissertation contained the summary of the extant CI literature via meta-analytic techniques. The outcomes of focus were significantly relevant to CI, while the CI correlates had more inconclusive results. The second and third studies contained original data collected from a sample of students and adult workers, respectively. In general, the results between these two studies were parallel. The four-factor structure of CI emerged as the best fit to the data, and several correlates and outcomes indicated significant relation to CI. In addition, the tested incremental validity of CI showed significant results emerging in both studies. Lastly, several exploratory analyses indicated the role of CI as a mediator between relevant antecedent and the outcome of cultural adaption, while the data supported the mediator role of CI. The final chapter includes a thorough discussion of practical implications as well as limitation to the research design.

Culture shock and reverse culture shock: the moderating role of cultural intelligence in international students' adaptation

This study extends previous research by examining the role of cultural intelligence (CQ) in both culture shock and reverse culture shock. Specifically, this study asserts that CQ acts as a moderating mechanism that lessens the negative effects of both culture shock and reverse culture shock on psychological and sociocultural adaptation among international students. Two studies were conducted in Australia to test these assertions. Study 1 (n = 189) was participated in by new international students. An online survey was set up and disseminated. Results indicated that culture shock is significantly but negatively related to both psychological and sociocultural adaptation. In addition, results demonstrated that CQ moderates the relationship by lessening the impact of culture shock on students’ psychological and sociocultural adaptation. Study 2 (n = 123) was participated in by international students who had recently graduated and returned to their home countries. An online survey was also set up and disseminated. Results indicated that reverse culture shock is significantly but negatively related to both psychological and sociocultural adaptation. CQ also served as a moderator in lessening the impact of reverse culture shock on both forms of adaptation.

Cognitive cultural intelligence and life satisfaction of migrant workers: the roles of career engagement and social injustice

This paper examines the mediating effect of career engagement on the relationship between cognitive cultural intelligence (CQ) and life satisfaction among international migrant workers in Australia. It also examines the moderating effect of perceived social injustice on the cognitive CQ–career engagement relationship, as well as on the indirect cognitive CQ–life satisfaction relationship via career engagement. Using survey data from four hundred and sixty-two migrant workers in Australia, it was found that cognitive CQ was positively related to life satisfaction and that career engagement mediated this relationship. Social injustice moderated the impact of cognitive CQ on career engagement such that the impact was stronger among those perceiving a higher rather than a lower level of social injustice. Furthermore, the indirect effect of cognitive CQ on life satisfaction via career engagement was also stronger for those perceiving higher social injustice. These findings provide new insights regarding the antecedents of life satisfaction as well as reveal a vocationally relevant mechanism underlying the relationship between cognitive CQ and life satisfaction. The results inform potential practical strategies to enhance the career progression and life satisfaction of international migrant workers.

Expatriate career intentions: links to career adaptability and cultural intelligence

Given the increasing rate of global mobility, it is important to have a greater understanding ofthe factors that influence intentions for expatriate careers. Guided by the Career ConstructionTheory and Intelligence Theory, this study takes the view that self-initiated expatriation as aform of global mobility is an adaptive vocational behavior driven by an individual's self-regulatorycapacity to thrive in another country and work to build one's career. This study positsthat individuals who want to work overseas rely mainly on their adaptive resources to developtheir careers. Additionally, career adaptability, as a self-regulatory competency, is posited to bereinforced by an individual's intercultural capability (i.e., cultural intelligence). To test these assertions,data were collected in a sample of university students (n = 514) in the Philippines, acountry reported to have high rates of overseas migration for economic and career-related reasons.Career adaptability was found to be positively and significantly related to overseas careerintentions. In addition, cultural intelligence was found to moderate the said relationship. Theseresults offer the groundwork for understanding the earlier stages of expatriate careers and, inparticular, how the intention to have a career in another country is developed and influencedby the interaction between the self-regulatory characteristics and intercultural capability ofindividuals.