The relationship between Emotional Intelligence (EI) and Cultural Intelligence (CQ): An examination among Tour Guides

Abstract

In light of increasing globalization, intercultural competencies are playing an important role in people’s ability to perform effectively in workplaces characterized by culturally diverse group interaction.Emotional intelligence (EI), or the intelligent use of emotions, is being recognized as a significant factor at work, and it can be enhancedthrough proper EI training interventions.Cultural intelligence (CQ) is defined aspeople’s success when adjusting to another culture in the workplace, and has the ability to leverage differences by bridging cultural differences in the international hospitality industry when dealing with customers from various backgrounds. It is crucial for professionals in the tourism industry to have both cultural and emotional intelligences in order to interact with others constructively and effectively.Although evidence for the relationship between EI and cultural adjustment is supported, there has been no investigation of the relationship between them among tour guides, who act as intermediaries between tourists from different countries or cultural backgrounds and an unfamiliar environment. In addition,research has identified that the competencies of EI can be learned and enhanced through proper training techniques. Once learned, the abilities of both EI and CQ can be improved, which in turn allows an individual to become more confident in appropriately and effectively completing tasks.Therefore, the purpose of study is to investigate how tour guides’ CQ is influenced by EI.Due to the generous support of the Taiwan Tourist Guide Association, a total of 482 individuals who completed all items were included for analysis. The obtained results through SEM indicated thatCQ andEI were positively correlated; tour guides with higherEIlevels reported having moreCQ abilities.The results are consistent with previous research showing these relationships for other settings. Based on the findings, the managerial implications and suggestions are proposed for the tour guides.