AIB 2012 Conference Proceedings - Academy of International ...

SUNDAY
Emergence of Cultural Intelligence and Global Mindset Capital: A Multilevel Model
Jase Ramsey, University of Alabama
Amine Abi Aad, University of Alabama
Virginia Drummond Abdala, Fundação Dom Cabral
Livia Lopes Barakat, Fundação Dom Cabral
This article offers an application of recent work in multilevel research by applying it to two key constructs within
the international management literature: Cultural intelligence (CQ) and the global mindset (GM). Using
transformative learning and the resource based view theories; we discuss how an individual level CQ and GM
can emerge to the unit level. This unit level capital is further examined in order to demonstrate how sustainable
desirable unit level outcomes can be obtained by international organizations. Suggestions of which
circumstances are ideal for the use of CQ and GM are provided along with an explanation of how they can be
enhanced within the firm. (For more information, please contact: Jase Ramsey, University of Alabama, USA:
jase@cba.ua.edu)
Emotional Intelligence, Role Stress and Performance of Customer Service Staffs in Outsourcing Call Center
Chia-Ying Lu, National Taiwan University
Many firms rely on international or local call centers to address customer concerns about problems with a
product or service and provide product information. While the call center is increasingly known as a valuable
resource for firms in managing customer relationships, it has also developed a stressful work environment. The
purpose of this study is to explore the mediating effect of role stress on the relationship between emotional
intelligence and performance, and trying to understand how the customer service staff through the emotion
regulation mechanism to change their perception of the role stress, thereby affecting the performance. 370
questionnaires were used to survey customer service staffs of two call centers. One is an international call
center and the other is a local call center in Taiwan. The results show that the emotional intelligence negatively
influences role stress. While it positively influences service performance and doesn't significantly impact job
performance. Furthermore, role stress negatively influences on service performance and doesn't significantly
impact job performance. In lastly, emotional intelligence positively influences service performance through role
stress. As a result, this study suggested that call centers emphasize on emotional intelligence and stress
resistance of employees. (For more information, please contact: Chia-Ying Lu, National Taiwan University,
Taiwan: d94724004@ntu.edu.tw)
Session: 1.5.14 - Interactive
Track: 4 - Strategy, Alliances, and Competitiveness
Managing Alliance Partners and Portfolios
Presented On: July 1, 2012 - 16:15-17:30
Chair: James Woodley, Ramapo College
When Do Alliance Portfolio Resources Matter The Effect of a Firm's Market Experience
Seong-Young Kim, EMLYON Business School
Bernard Forgues, EMLYON Business School
This study investigates how diversity of alliance portfolio resources and firm's characteristics influence firm
performance. Although firms are expected to benefit from increasing diversity of alliance portfolio resources, the
performance effects could vary with types of diversity of alliance portfolio resources. Further, performance
effects may depend on a focal firm's characteristics. By analyzing a sample of multinational semiconductor
firms, we show that diversity of alliance functions positively affects firm's market performance, while high
diversity of technological and positional resources has a negative effect on firm performance. However, this
AIB 2012 Conference Proceedings
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