Navigating Cultural Diversity through Cultural Intelligence: A Case of Hospitality Industry in India

Abstract

The global cultural experience has become terribly complex due to the growing need for organizations to handle the pervasiveness of cultural diversity in multinational organizations. Consequently, it becomes important to navigate through this challenge of cultural diversity and comprehend the role that Culturally Intelligent managers can play to get a ‘break through’ against the odds of cultural diversity. With this perspective in mind, the present paper initially verifies the Cultural Intelligence Scale (CQS) in the hospitality industry in India, thereby discussing the impact of Culturally Intelligent managers on Customer Satisfaction. Results indicate a positive correlation between Cultural Intelligence and Customer Satisfaction.