Cultural intelligence (CQ) in virtual, cross-cultural interactions: Generalizability of measure and links to personality dimensions and task performance

Abstract

Previous studies have focused on investigating CQ in face-to-face contexts but very few have assessed CQ in virtual, cross-cultural interactions. This study highlights the relevance of cultural intelligence (CQ) as an intercultural capability in cross-cultural communications that are virtual. This two-study research (study 1: n=274; study 2: n=223) conducted in call centers in the Philippines (a) assesses the generalizability of the four-factor CQ model (i.e., cognitive, metacognitive, motivational and behavioral CQ) as applied in the virtual context and (b) tests the relationship between CQ, personality dimensions (i.e., openness to experience and extraversion) and supervisor’s ratings of task performance. Study 1 results show that the structural validity of the four-factor CQ model was supported with minor issues in some of the items indicating the need to modify the CQ measure when utilized in the virtual context. Study 2 results show that CQ is positively and significantly related to openness to experience and extraversion. In addition, results show that CQ predicts task performance highlighting the importance of developing CQ among call center representatives and other working professionals who virtually engage and interact with clients and customers from culturally diverse backgrounds.