The relation between hotel employees' cultural intelligence levels, conflict management styles, and career satisfaction

Abstract

The study's objective is to determine the effect of cultural intelligence levels of hotel employees on conflict management styles, correspondingly, to study the effects of cultural intelligence and conflict management styles on the career satisfaction of hotel employees. In the study, conflicts between employees and guests were examined. The study's target population is employees working in 5-star hotel businesses in Turkey. Findings showed that cultural knowledge affects problem-solving positively; forcing, avoiding and career satisfaction negatively; cultural ability affects avoiding positively; problem-solving negatively; cultural metacognition positively affects compromising, yielding, problem-solving, avoiding and career satisfaction positively. It was also found that compromising positively affects career satisfaction. It is thought that the results obtained from the study can provide important information concerning cultural intelligence, conflict management styles and career satisfaction to the owners, managers and employees of the hospitality industry and academicians working in this field. Since there are limited studies on these issues in the international tourism literature, it is considered that the study is important as it is possible that it can contribute to the literature and new studies.