Abstract
ABSTRACTThis study investigated the relationship between the level of cultural intelligence exhibited by the airline cabin crew members and the degree of anxiety they experienced when serving foreign passengers. Intercultural communication competence and service attentiveness were proposed as two competencies that mediated the linkage between cultural intelligence and lower cabin crew anxiety. Survey data were collected from 372 Thai airline cabin crew members who worked at a leading international airline in Thailand. The results from a partial least squares regression analysis supported that intercultural communication competence and service attentiveness mediated the linkage between cultural intelligence and lower cabin crew anxiety.
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