Satisfying complaining customers is challenging, especially when dealing with the increasing number of customers with culturally diverse backgrounds. The purpose of this study is to show whether and how frontline employee cultural intelligence (CQ) is related to their service recovery performance. The results of among 155 flight attendants of a Southeast Asian airline indicate that frontline employee CQ is positively associated with their service recovery performance. Work engagement mediates this relationship. This study reveals that organizations likely benefit from investing in frontline employees’ CQ to optimize their work engagement and service recovery performance.

中文翻译：

---

如何提高一线员工服务恢复绩效：文化智能的作用

让抱怨的客户满意是一个挑战，尤其是在与越来越多具有不同文化背景的客户打交道时。这项研究的目的是显示一线员工文化智能（CQ）是否与他们的服务恢复绩效相关联以及如何与其相关。一家东南亚航空公司的155位乘务员中的结果表明，一线员工CQ与他们的服务恢复表现成正相关。工作投入可以调解这种关系。这项研究表明，组织可能会受益于对一线员工CQ的投资，以优化其工作投入和服务恢复绩效。