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

Yıl 2022, Cilt: 4 Sayı: 2, 1 - 1, 31.12.2022

Sabahat Ceylin Şanlı Kayran Kamil Unur

https://doi.org/10.48119/toleho.1107100

Öz

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.

Anahtar Kelimeler

Cultural Intelligence, Conflict Management Styles, Career Satisfaction, Hotels, Hotel Employees.

Kaynakça

• Akman, A. (2018). A research on conflict management, job satisfaction, career satisfaction, job performance and turnover intention (Doctoral thesis). Osmaniye Korkut Ata University, Osmaniye, Turkey.
• Alanya Touristic Hoteliers Association (ALTID]. (Turkısh) Antalya Zıyaretçı Sayıları. Retrieved May 15, 2020, from https://www.altid.org.tr/bilgi-hizmetleri/antalya-ziyaretci-sayilari-2015-2020/
• Anafarta, A. & Yılmaz, Ö. (2019). The mediating role of job engagement in the relationship between career satisfaction and ıntention to quit, Journal of Business Research, 11(4), 2944-2959.
• Arlı, E. (2012). The effect of reference groups on purchasing decisions depending on word of mouth communication of customers: a research on maritime tourism, International Journal of Management Economics & Business, 8(17), 155-170.
• Asunakutlu, T. & Safran, B. (2004). A research towards conflicts originated from cultural differences (The example of Marmaris Tourism Sector). Education Sciences, 8(4), 441-459.
• Avcı, U. & Turunç, Ö. (2012). The impact of transformational leadership and organizational trust on career satisfaction: Mediating role of leader-member exchange quality. Journal of Alanya Faculty of Business, 4(2), 45-55.
• Bücker, J. J. L. E., Furrer, O., Poutsma, E. & Buyens, D. (2014). The impact of cultural intelligence on communication effectiveness, job satisfaction and anxiety for Chinese host country managers working for foreign multinationals, The International Journal of Human Resource Management, 25(14), 2068-2087.
• Caber, M., Ünal, C., Cengizci, A. D., & Güven, A. (2019). Conflict management styles of professional tour guides: A cluster analysis. Tourism Management Perspectives, 30, 89-97.
• Cai, D., & Fink, E. (2002). Conflict style differences between individualists and collectivists. Communication Monographs, 69(1), 67-87.
• Chien, P. M., & Ritchie, B. W. (2018). Understanding intergroup conflicts in tourism. Annals of Tourism Research, 72, 177-179.
• Cohen, R. (2001). Language and conflict resolution: The limits of English. International studies review, 3(1), 25-51.
• Curcija, M., Breakey, N., & Driml, S. (2019). Development of a conflict management model as a tool for improved project outcomes in community based tourism. Tourism Management, 70, 341-354.
• Çalışkan, S. C., Ünal, Z. M., Kalafatoğlu, Y., Akün, F. A. & Üçler, Ç. (2015). The relationship among leaders’ perceived cultural intelligence, employees’ diversity climate perception, employees’ openness to experience and organizational cynicism: A research in tourism sector. The Journal of Human and Work, 2(1), 1-11.
• De Dreu, C. K., Evers, A., Beersma, B., Kluwer, E. S. & Nauta, A. (2001). A theory‐based measure of conflict management strategies in the workplace. Journal of Organizational Behavior: The International Journal of Industrial, Occupational and Organizational Psychology and Behavior, 22(6), 645-668
• Demirdelen, D. & Ulama, Ş. (2013). Managers’ opinion and perceptions of career satisfaction: A study in five star hotels in Antalya, The Journal of Business Science, 1(2), 65-89.
• Demirdelen, D. (2013). Managers’ Opinions And Perceptions Of Career Satisfaction: A Study In A Five Star Hotel In Antalya (Master’s Thesis). Sakarya University, Sakarya, Turkey.
• Dogru, T., Işık, C., & Sirakaya-Turk, E. (2019). The balance of trade and exchange rates: Theory and contemporary evidence from tourism. Tourism Management, 74, 12-23.
• Durak, A. (2010). Organizational conflict in primary schools and its effects on organizational performance: A resaarch on the primary schools in the Nigde city center (Master’s Thesis). Nüğde University, Niğde, Turkey.
• Earley, P. C., & Ang, S. (2003). Cultural intelligence: Individual interactions across cultures. Stanford, CA: Stanford Business Books.
• Elsayed‐EkJiouly, S. M., & Buda, R. (1996). Organizational conflict: A comparative analysis of conflict styles across cultures. International Journal of Conflict Management.7(1),71-81.
• Frías-Jamilena, Dolores M.; Sabiote-Ortiz, Carmen M.; Martín-Santana, Josefa D.; Beerli-Palacio, Asunción (2018). The effect of Cultural Intelligence on consumer-based destination brand equity. Annals of Tourism Research, 72(), 22–36.
• Fu, J. R. (2010). Is information technology career unique? Exploring differences in career commitment and its determinants among IT and non-IT employees. International Journal of Electronic Business Management, 8(4), 272-281.
• Furenes, M. I., Øgaard, T., & Gjerald, O. (2017). How face-to-face feedback influences guest outcome evaluation of co-production: Changing or shaping guest experiences?. Tourism Management Perspectives, 21, 59-65.
• Gattiker, U. E. & Larwood, L. (1988). Predictors for managers' career mobility, success, and satisfaction. Human Relations, 41(8), 569-591.
• Gül, H. & Oktay, E. (2009). Relations Between Pay, Career, Job Satisfaction and Performance: An Application In Karaman Governorship. The journal of Institute of social Sciences, (21), 223-238.
• Gümüş, S. E., & Belber, B. G. (2021). Covid-19 salgınının butik otel işgörenleri üzerindeki etkisi: Göreme örneği. Nevşehir Hacı Bektaş Veli Üniversitesi SBE Dergisi, 11(4), 2175-2195.
• Han, S., & Yoon, J. (2020). Cultural intelligence on perceived value and satisfaction of ethnic minority groups’ restaurant experiences in Korea. Journal of Tourism and Cultural Change, 18(3), 310-332.
• Hon, A. H., & Chan, W. W. (2013). The effects of group conflict and work stress on employee performance. Cornell Hospitality Quarterly, 54(2), 174-184.
• Hotel Association of Turkey [TÜROB] (2018) Kültür ve Turizm Bakanlığı Çevreye Duyarlı Konaklama Tesisi Belgeli Tesisler. Retrieved June 27, 2018 from http://www.turob.com/tr/istatistikler
• Hotel Association of Turkey [TÜROB] (2018). Statistics. Retrieved April, 7, 2021, from http://www.turob.com/tr/istatistikler
• Hotel Association of Turkey [TÜROB]. Turizm Belgeli Tesisler – İSTANBUL. Retrieved June 27, 2018 from http://www.turob.com/tr/istatistikler?text=tesisler&Month=0&Year=0
• Işık, C., Sirakaya-Turk, E., & Ongan, S. (2020). Testing the efficacy of the economic policy uncertainty index on tourism demand in USMCA: Theory and evidence. Tourism Economics, 26(8), 1344-1357.
• Işık, C., Dogru, T., & Turk, E. S. (2018). A nexus of linear and non‐linear relationships between tourism demand, renewable energy consumption, and economic growth: Theory and evidence. International Journal of Tourism Research, 20(1), 38-49.
• Işık Erol, S.(2020). Covid-19’un Turizm Sektöründe İstihdama Etkisi: İtalya, İspanya ve Türkiye Örnekleri. İşletme ve İktisat Çalışmaları Dergisi, 8(2), 38-49.
• Ismagilova, E., Slade, E. L., Rana, N. P., & Dwivedi, Y. K. (2019). The effect of electronic word of mouth communications on intention to buy: A meta-analysis. Information Systems Frontiers, 1-24.
• Jin, S. A. A., & Phua, J. (2014). Following celebrities’ tweets about brands: The impact of twitter-based electronic word-of-mouth on consumers’ source credibility perception, buying intention, and social identification with celebrities. Journal of advertising, 43(2), 181-195.
• Judge, T. A., Cable, D. M., Boudreau, J. W. & Bretz Jr, R. D. (1995). An empirical investigation of the predictors of executive career success. Personnel Psychology, 48(3), 485-519.
• Jung, H., & Yoon, H. H. (2018). Improving frontline service employees' innovative behavior using conflict management in the hospitality industry: The mediating role of engagement. Tourism Management, 69(), 498–507.
• Kalaycı, Ş. (2010). Spss uygulamalı çok değişkenli istatistik teknikleri. Ankara: Asil Yayın Dağıtım.
• Karaçar, E. (2019). Otel çalışanlarının iş tatmini ve motivasyon düzey değişkenleri üzerine bir araştırma: Sinop örneği. A Research on Job Satifaction and Motivation Level Variables of Hotel Employees: Sinop Example. Sinop University Journal of Social Sciences, 3(1), 55-78.
• Kazan, M. K. (1997). Culture and conflict management: A theoretical framework. International Journal of Conflict Management, 8 (4), 338-360.
• Kenar, G. (2018). Impact of cultural intelligence on styles of handling organizational conflict of employees (Master’s Thesis) Burdur Mehmet Akif Ersoy University, Burdur, Turkey.
• Koçel, T. (2015). İşletme yöneticiliği. İstanbul: Beta Yayıncılık.
• Kong, H., Cheung, C. & Song, H. (2012). From hotel career management to employees’ career satisfaction: The mediating effect of career competency. International Journal of Hospitality Management, 31(1), 76-85.
• Kozak, M. (2013). Turizm sektörünün ulusal ekonomiler üzerindeki etkileri. O. Bahar & M. Kozak (Eds.) Turizm Ekonomisi içinde (ss. 172-201). Eskişehir: Anadolu Üniversitesi.
• Lickorish, L. J., & Jenkins, C. L. (2007). Introduction to tourism. Routledge.
• Lynn, M., & Sturman, M. (2011). Is the customer always right? The potential for racial bias in customer evaluations of employee performance. Journal of Applied Social Psychology, 41(9), 2312-2324.
• Mayers, A. (2013). Introduction to statistics and SPSS in psychology. Pearson Higher Ed.
• Moreo, A., Cain, L., & Chang, W. (2020). Antecedents and consequences of anger among restaurant employees. Journal of Hospitality and Tourism Management, 45, 37-47.
• Nauta, A., Van Vianen, A., Van der Heijden, B., Van Dam, K. & Willemsen, M. (2009). Understanding the factors that promote employability orientation: The impact of employability culture, career satisfaction, and role breadth self‐efficacy. Journal of Occupational and Organizational Psychology, 82(2), 233-251.
• Özmen, F. & Aküzüm, C. (2013). Management Of Conflıcts Stemmed From Cultural Dıfferences In School Envıronment-The Sample Of Alipasha Elementary School. Education Sciences, 8(4), 441-459.
• Paul, S., Samarah, I. M., Seetharaman, P., & Mykytyn Jr, P. P. (2004). An empirical investigation of collaborative conflict management style in group support system-based global virtual teams. Journal of Management Information Systems, 21(3), 185-222.
• Pelled, L. H. (1996). Demographic diversity, conflict, and work group outcomes: An intervening process theory. Organization science, 7(6), 615-631.
• Poulsen, K. M. (2006). Implementing successful mentoring programs: Career definition vs mentoring approach. Industrial and Commercial Training, 38(5).
• Qi, & Smith, K. A.& Yeoman, I. (2018). Cross-cultural event volunteering: Challenge and intelligence. Tourism Management, 69(), 596–604.
• Rahim, M. A. (1985). A strategy for managing conflict in complex organizations. Human Relations, 38(1), 81-89.
• Rahim, M. A. (1986). Referent role and styles of handling interpersonal conflict. The Journal of social psychology, 126(1), 79-86.
• Rahim, M. A. (2010). Managing conflict in organizations. P. Fenn, R. Gameson (Eds.). Construction Conflict Management and Reolutioniçinde (ss. 370-379). Transaction Publishers.
• Rahim, M. A., & Buntzman, G. F. (1989). Supervisory power bases, styles of handling conflict with subordinates, and subordinate compliance and satisfaction. The Journal of Psychology, 123(2), 195-210.
• Rahim, M. A., Antonioni, D., & Psenicka, C. (2001). A Structural Equatıons Model of Leader Power, Subordınates'styles of Handlıng Conflıct, and Job Performance. International journal of conflict management.12(3), 206-235.
• Rahim, M. A., Magner, N. R., & Shapiro, D. L. (2000). Do justice perceptions influence styles of handling conflict with supervisors? What justice perceptions, precisely?. International Journal of Conflict Management.
• Ramirez, A. R. (2010). Impact of cultural intelligence level on conflict resolution ability: A conceptual model and research proposal. Emerging Leadership Journeys, 3(1), 42-56.
• Republic Of Turkey Ministry Of Culture and Tourism (2019). Tourism Statistics, Retrieved October 15, 2021, from https://yigm.ktb.gov.tr/TR-9851/turizm-istatistikleri.html
• Republic Of Turkey Ministry Of Culture and Tourism (2021). Ministry Licenced Establishments, Retrieved May 1531 2021, from https://yigm.ktb.gov.tr/TR-9579/turizm-tesisleri.html
• Republic Of Turkey Ministry Of Culture and Tourism (2021). Ministry Licenced Establishments, Retrieved May 15, 2021, from https://yigm.ktb.gov.tr/TR-9579/turizm-tesisleri.html
• Sakal, Ö. & Yıldız, S. (2015). Relations of individualism and collectivism values and career anchors and career satisfactiıon, Journal of Yasar University, 10(40), 6612-6623.
• Schermelleh-Engel, K., Moosbrugger, H.&Müller, H. (2003). Evaluating the fit of structural equation models: Tests of significance and descriptive goodness-of-fit measures. Methods of psychological research online, 8(2), 23-74.
• Shafer, W. E., Park, L. J., & Liao, W. M. (2002). Professionalism, organizational‐professional conflict and work outcomes. Accounting, Auditing & Accountability Journal,15(1),46-68.
• Shaver, K. H. & Lacey, L. M. (2003). Job and career satisfaction among staff nurses: effects of job setting and environment. JONA: The Journal of Nursing Administration, 33(3), 166-172.
• Simons, T. (1996). Executive conflict management: Keys to excellent decisions and smooth implementation. Cornell Hotel and Restaurant Administration Quarterly, 37(6), 34-41.
• Suvacı, B. (2011). Gruplararası etkileşim, çatışma ve yönetimi. T. T. Turaboğlu (Eds.). İşletmecilikte Güncel Konular içinde (ss.55-90). Bursa: Ekin
• Thomas, D. C., Elron, E., Stahl, G., Ekelund, B. Z., Ravlin, E. C., Cerdin, J. L., ... & Maznevski, M. (2008). Cultural intelligence: Domain and assessment. International Journal of Cross Cultural Management, 8(2), 123-143.
• Thomas, D. C., Liao, Y., Aycan, Z., Cerdin, J. L., Pekerti, A. A., Ravlin, E. C., ... & Moeller, M. (2015). Cultural intelligence: A theory-based, short form measure. Journal of International Business Studies, 46(9), 1099-1118.
• Tozkoparan, G. (2013). The effect of the five-factor personality traits on the confict management styles: a study of managers. International Journal of Economic and Social Research, 2(9), 189-231. Triandis, H. C. (2000). Culture and conflict. International journal of psychology, 35(2), 145-152.
• TURSAB ASSOCIATION OF TURKISH TRAVEL AGENCIES [TÜRSAB]. (2020). Son Verilerle Türkiye Turizm İstatistikleri Raporu, Ocak-Aralık 2020,3, 1-14.
• TURSAB ASSOCIATION OF TURKISH TRAVEL AGENCIES [TÜRSAB].. (2020). Covid-19 sürecinde Türkiye ve Dünya turizmi değerlendirmesi. Türkiye Seyahat Acentaları Birliği. Aralık 2020.
• TÜRSAB & TUADER (2017). Sektör Raporu. 20.06.2018 tarihinde https://www.tursab.org.tr/dosya/16736/turizm-faaliyet-kitapcigi_16736_492081.PDF adresinden alınmıştır.
• TÜRSAB & TUADER (2017). Sektör Raporu. 20.06.2018 tarihinde https://www.tursab.org.tr/dosya/16736/turizm-faaliyet-kitapcigi_16736_492081.PDF adresinden alınmıştır.
• Uçkun, C. G., Pelit, E. & Emir, O. (2004). The importance of job satisfaction of employees in hotel and a practice on the employeesof star hotels located in Akçakoça, Ticaret ve Turizm Eğitim Fakültesi Dergisi, 1, 39-59.
• UNWTO (United Nations World Tourism Organization) (2021). UNWTO Tourism Highlights, 2021 Edition.
• Üngüren, E. (2008). Organization conflict management: A research on hospitality industry. Journal of International Social Research, 1(5), 880-909.
• Ünlü, B. (2014). Carrer barriers of female employee, in the relationship between carrer satisfaction and life satisfaction: A study of Ankara Gazi University (Master’s Thesis), Mehmet Akif Ersoy University, Burdur, Burdur.
• Worsfold, K., Fisher, R., McPhail, R., Francis, M., & Thomas, A. (2016). Satisfaction, value and intention to return in hotels. International Journal of Contemporary Hospitality Management, 28(11), 2570-2588.
• Yan, Y. W. (2005). Antecedents and outcomes of employees’ participation in development activity. Unpublished Bachelors project, Baptist University, Hong Kong.
• Ye, B. H., Zhang, H. Q., & Yuen, P. P. (2013). Cultural conflicts or cultural cushion? Annals of Tourism Research, 43, 321-349.
• Yeşil, S. (2010). 21. Yüzyılın küresel örgütleri için kültürel zekâ. Journal of Çukurova University Institute of Social Sciences, 19(2),147-168.
• Yılmaz, G. Ö. & Kaya, G. D. (2015). The importance of cultural intelligence in tourısm sector: A research on hospitality enterprises, Tourism Academic Journal, 2(2), 29-44.
• Zaman, U., & Aktan, M. (2021). Examining residents’ cultural intelligence, place image and foreign tourist attractiveness: A mediated-moderation model of support for tourism development in Cappadocia (Turkey). Journal of Hospitality and Tourism Management, 46, 393-404.