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

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 eff ects of multicultural personality traits and crosscultural positive psychological capital on employee perceived service quality were investigated. Data were obtained from 346 employees from diff erent fi vestar 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 diff erent cultures in the hospitality sector, which has a multicultural structure, positively aff ects 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.

Multiculturalism, positive psychological capital and students' entrepreneurial intentions

“…PsyCap is a boundless resource that increases students' optimism and hopes for the future, self-sufficiency, and resilience (Luo et al , 2019). Studies indicate that it can be developed and taught as a core structure outside the sub-dimensions of PsyCap (Maslakci and Sesen, 2019; Şeşen et al , 2019). Baluku et al (2016) show that there is a positive, significant correlation between PsyCap and entrepreneurial intentions and success.…”

The Role of Transformational Leadership and Psychological Capital in the Hotel Industry: A Sustainable Approach to Reducing Turnover Intention

“…Similarly, employees with a high level of cross-cultural PsyCap are energized, cheerful, and willing to accept challenges, and less likely to have turnover intentions [16]. Several studies have associated transformational leadership with the promotion of psychological capital (PsyCap) and a reduction in the level of turnover intention [11,[17][18][19][20][21]. In conceptualizing the research model, this study applied the job demands-resources (JD-R) and conservation of resources (COR) theories.…”

“…First, this study determined how frontline employees perceive the transformational leadership of their supervisors as enhancing their cross-cultural PsyCap and reducing their level of turnover intention. Despite the well-established impacts of transformative leadership on individual attitudes and behavior, research on the relationship between transformational leadership, cross-cultural PsyCap, and turnover intention is lacking [11,[17][18][19][20]. Second, there have not been many research studies conducted on JD-R and COR theories, integrating job and personal resources in a single study.…”

“…PsyCap has been proven in studies to have a greater effect as a higher-order con-struct than on its individual components [13,17,28,51,52]. Due to its state-like and malleable characteristics, it can be adapted in the cross-cultural context [13].…”

Leader–member exchange as a mediator of the relationship between authentic leadership and employee creativity

“…In the contemporary world, by virtue of technological developments, transportation has become easier, and the customer portfolio in the hospitality sector has transformed into a multicultural structure (Maslakçı & Sesen, 2019). In such a structure, the demands and expectations of each customer have different features (Taşdemir, Çekmecelioğlu, & Yıkılmaz, 2019).…”