The Influence of Cultural Intelligence and Psychological Capital on Service Quality in the Hotel Industry in Sabah
This study conducted in Kota Kinabalu explored the relationship between psychological capital (PsyCap), cultural intelligence (CQ), and service quality (SQ) within the hotel industry. It discovered positive correlations between certain dimensions of Cultural Intelligence (CQ) and psychological capit...
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| Format: | Thesis |
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Curtin University
2024
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| Online Access: | http://hdl.handle.net/20.500.11937/95824 |
| _version_ | 1848766050642952192 |
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| author | Jiony, Mary Monica |
| author_facet | Jiony, Mary Monica |
| author_sort | Jiony, Mary Monica |
| building | Curtin Institutional Repository |
| collection | Online Access |
| description | This study conducted in Kota Kinabalu explored the relationship between psychological capital (PsyCap), cultural intelligence (CQ), and service quality (SQ) within the hotel industry. It discovered positive correlations between certain dimensions of Cultural Intelligence (CQ) and psychological capital PsyCap. Notably, cognitive and behavioural Cultural Intelligence CQ dimensions were found to significantly impact service quality (SQ). These findings emphasize the importance of employee attributes in delivering high-quality service. The study suggests tailored training and HR approaches to improve employee effectiveness and service standards, providing valuable insights for hospitality management. |
| first_indexed | 2025-11-14T11:44:59Z |
| format | Thesis |
| id | curtin-20.500.11937-95824 |
| institution | Curtin University Malaysia |
| institution_category | Local University |
| last_indexed | 2025-11-14T11:44:59Z |
| publishDate | 2024 |
| publisher | Curtin University |
| recordtype | eprints |
| repository_type | Digital Repository |
| spelling | curtin-20.500.11937-958242024-09-04T06:20:49Z The Influence of Cultural Intelligence and Psychological Capital on Service Quality in the Hotel Industry in Sabah Jiony, Mary Monica This study conducted in Kota Kinabalu explored the relationship between psychological capital (PsyCap), cultural intelligence (CQ), and service quality (SQ) within the hotel industry. It discovered positive correlations between certain dimensions of Cultural Intelligence (CQ) and psychological capital PsyCap. Notably, cognitive and behavioural Cultural Intelligence CQ dimensions were found to significantly impact service quality (SQ). These findings emphasize the importance of employee attributes in delivering high-quality service. The study suggests tailored training and HR approaches to improve employee effectiveness and service standards, providing valuable insights for hospitality management. 2024 Thesis http://hdl.handle.net/20.500.11937/95824 Curtin University restricted |
| spellingShingle | Jiony, Mary Monica The Influence of Cultural Intelligence and Psychological Capital on Service Quality in the Hotel Industry in Sabah |
| title | The Influence of Cultural Intelligence and Psychological Capital on Service Quality in the Hotel Industry in Sabah |
| title_full | The Influence of Cultural Intelligence and Psychological Capital on Service Quality in the Hotel Industry in Sabah |
| title_fullStr | The Influence of Cultural Intelligence and Psychological Capital on Service Quality in the Hotel Industry in Sabah |
| title_full_unstemmed | The Influence of Cultural Intelligence and Psychological Capital on Service Quality in the Hotel Industry in Sabah |
| title_short | The Influence of Cultural Intelligence and Psychological Capital on Service Quality in the Hotel Industry in Sabah |
| title_sort | influence of cultural intelligence and psychological capital on service quality in the hotel industry in sabah |
| url | http://hdl.handle.net/20.500.11937/95824 |