Purpose
This paper aims to investigate the contribution of cultural intelligence (CQ) to the interaction involvement and job performance of call center agents in the Philippines.
Design/methodology/approach
Data were collected from 213 call center agents from five business process outsourcing firms in the Philippines. Partial least squares structural equation modeling was used for data analysis.
Findings
CQ was found to be positively associated with the quality of interaction involvement and job performance of the call center agents. Moreover, the positive contribution of CQ to interaction involvement and job performance was significantly greater for those that had less call center work experience than those that had more work experience.
Originality/value
This study indicates that CQ not only matters in face-to-face communication but also is beneficial for non-personal communication, as with telephone conversation for example. In addition, this study showed new evidence –possessing high CQ tends to be more beneficial for agents that have less work experience.
PurposeThis study examines the effects of workplace rumors and organizational formalization on the degree of role ambiguity and emotional exhaustion that university employees in the Philippines are experiencing during the coronavirus disease 2019 (COVID-19) pandemic. The interaction between the two variables is also analyzed.Design/methodology/approachOnline survey data were obtained from 522 faculty members and staff at three public universities in the Philippines. The data were analyzed using partial least squares structural equation modeling.FindingsThe results show that both workplace rumors and organizational formalization are associated positively with role ambiguity and emotional exhaustion, and role ambiguity mediates workplace rumors' effect on emotional exhaustion. Moreover, the moderating effect analysis shows that workplace rumors and organizational formalization interact and intensify the degree of role ambiguity and emotional exhaustion that employees experience.Originality/valueThis study extends previous research by showing that employees who work in a highly formal structure can be extremely sensitive to workplace rumors during a period of uncertainty.
This paper proposes the moderating role of perceived risk on the impact of partnership quality, trust and perceived towards successful outsourcing relationship of airconditioning system maintenance service for hotels in Thailand. A total of 528 questionnaires were distributed and 489 filled surveys were usable (92.61%) for quantitative analysis. The data collection process was completed within three months between July-September 2021. Data were collected through online and onsite survey process, and analyzed through Partial Least Squares Structural Equation Modeling. The result of PLS-SEM analysis confirmed that partnership quality, trust and perceived commitment has positive impact on outsourcing relationship. On the other hand, perceived risk moderates the relationship between partnership quality, trust, perceived commitment and successful outsourcing relationship. Discussion and limitation are discussed in this paper.
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