THE RELATION AMONG HOTEL EMPLOYEES' CULTURAL INTELLIGENCE LEVELS, CONFLICT MANAGEMENT STYLES, AND CAREER SATISFACTION

Abstract

The objective of the study 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 career satisfaction of hotel employees. In the study, conflicts between employees and guests were examined. The target population of the study is the employees working in 5-star hotel businesses in Turkey. Findings showed that the cultural knowledge affects problem solving positively; forcing, avoiding and career satisfaction negatively; cultural ability affects avoiding positively; problem solving negatively, in addition, cultural metacognition affects compromising, yielding, problem solving, avoiding and career satisfaction positively. It was also found that compromising affects career satisfaction in a positive way. 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. Due to the fact that 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.