Multicultural Personality Traits and Employee-Perceived Service Quality in the Hospitality Industry: The Mediating Role of Cross-Cultural Psychological Capital
Multicultural Personality Traits and Employee-Perceived Service Quality in the Hospitality Industry: The Mediating Role of Cross-Cultural Psychological Capital

Summary/Abstract: Because of globalization, the accommodation sector is increasingly international in terms of both its customers and employees. To ensure sustainable competition, intercultural workplace relationships must be understood, supported, and developed. In this study, the effects of multicultural personality traits and cross-cultural positive psychological capital on employee perceived service quality were investigated. Data were obtained from 346 employees from different five-star hotels in Northern Cyprus. The data were analysed using structural equation modelling. Analyses results showed that the understanding and development of multicultural personality traits of employees from different cultures in the hospitality sector, which has a multicultural structure, positively affects the service quality and collective cross- cultural psychological capital directs this relationship mediates. The theoretical dimensions of these relationships are discussed and recommendations to help multicultural service sector management are introduced, to ensure sustainable growth. This study aims to provide valuable contributions to the existing literature by examining multicultural personality traits in the service sector and testing a mediational model.

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