标题：Multicultural Personality Traits and Employee-Perceived Service Quality in the Hospitality Industry: The Mediating Role of Cross-Cultural Psychological Capital
摘要：Because of globalization, the accommodation sector is increasingly international
in terms of both its customers and employees. To ensure sustainable competition,
intercultural workplace relationships must be understood, supported, and
developed. In this study, the eff ects of multicultural personality traits and crosscultural
positive psychological capital on employee perceived service quality
were investigated. Data were obtained from 346 employees from diff erent fi vestar
hotels in Northern Cyprus. The data were analysed using structural equation
modelling. Analyses results showed that the understanding and development
of multicultural personality traits of employees from diff erent cultures in the
hospitality sector, which has a multicultural structure, positively aff ects the service
quality and collective cross- cultural psychological capital directs this relationship
mediates. The theoretical dimensions of these relationships are discussed and
recommendations to help multicultural service sector management are introduced,
to ensure sustainable growth. This study aims to provide valuable contributions to
the existing literature by examining multicultural personality traits in the service
sector and testing a mediational model.
关键词：service quality; multiculturalism; sustainability; tourism; psychological
capital; social cognition; social initiative;
