Exploring the Relationship Between International Service Performance and Personal Characteristics in the Latin American Context

  • Leonardo Liberman
  • David Kimber C.
Part of the AIB Latin America book series (AIBLAT)


The present study explores the relationship of a number of individual attributes on service performance. Drawing on a sample of employees working within a multinational service company operating in Latin America, we tested the effects of cultural and emotional intelligence on employees’ individual performance. The regression models show that higher levels of cultural and emotional intelligence helped individuals to perform better in their positions. We also found that emotional intelligence seems to interact with cultural intelligence affecting performance. These findings have both practical and theoretical relevance, and might help employers or managers understand how personal characteristics relate to performance internationally.


Service performance Individual attributes Emotional Cultural intelligence 


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Copyright information

© The Author(s) 2019

Authors and Affiliations

  • Leonardo Liberman
    • 1
  • David Kimber C.
    • 2
  1. 1.Libens Research and DevelopmentSantiagoChile
  2. 2.Universidad de los AndesSantiagoChile

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