DOES PSYCHOLOGICAL WELL-BEING MEDIATE THE RELATIONSHIP BETWEEN TOLERANCE TENDENCY AND INTERCULTURAL SENSITIVITY?
DOI:
https://doi.org/10.18226/21789061.v18ip026011Keywords:
Tolerance Tendency, Intercultural Sensitivity, Psychological Well-Being, Hotel, Service Encounter, Hotel ManagementAbstract
This study aims to examine the relationships between tolerance tendency (TT) and intercultural sensitivity (IS), as well as the mediation effect of psychological well-being (PWB) for this relationship within the context of hotel employees. This study explores proposed relationships and tests research hypotheses with a quantitative approach. The data was gathered from 204 employees working in 5-star hotels in Alanya and analyzed using the AMOS. SEM results showed that hotel employees’ TT significantly and positively affects their IS and PWB. TT enhances the PWB of hotel employees, whereas the PWB of hotel employees also contributes to IS. Additionally, the results of SEM point out that PWB partially mediates the relationship between TT and IS. The study reveals that the human resource management of the hotels needs to apply a comprehensive selection and employment process that evaluates the psychological state and openness to different cultures to enhance the service quality and decrease service failures, misunderstandings, and conflicts. This research ranks among the initial studies to draw attention to how crucial IS and TT are to service encounters. The mediation function of PWB in this relationship has also been revealed. Consequently, by providing thorough explanations, it adds to the currently existing understanding and expands the hospitality and tourism literature with its findings.
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