Serving Diverse Customers: The Impact of Cultural Intelligence on Employee Burnout, Engagement, and Job Satisfaction

This study examined the impact of cultural intelligence (CQ) on three key work-related attitudinal outcomes (burnout, engagement and job satisfaction) in a structural equation model. Data were collected from 288 restaurant employees in Hawaii, United States, where restaurant patrons are culturally diverse. Among the four dimensions of CQ (metacognitive, cognitive, motivational, and behavioral), cognitive and motivational CQ played a primary role in the proposed model. Motivational CQ predicted employee burnout and engagement; cognitive CQ predicted engagement. In addition, both motivational and cognitive CQs had an indirect influence on job satisfaction through engagement or burnout. Unlike previous studies of people who are studying or working abroad, this study indicates that CQ can be a salient personal resource for hospitality employees in their home countries but who have diverse customers. Theoretical and practical implications are discussed based on the findings of this research.