Exploring self-assessment and other-assessment of cultural intelligence: An attribution theoretical perspective to surface potential bias blind spot

Utilizing the attribution theoretical perspective, this study aims to surface potential bias blind spot in cultural intelligence (CQ) by exploring self-assessment and other-assessment of CQ. Situated within the context of intercultural service encounters involving 497 samples across two interrelated studies (Study 1: N = 214; Study 2: N = 283), the findings indicate that low self-assessment of CQ does not exert influence on the relationship between customer entitlement and verbal/nonverbal reactions, whereas low other-assessment of CQ does. These suggest a potential bias blind spot in attribution, where individuals tend to ascribe low CQ to others compared to themselves, which can influence interpersonal interactions and exacerbate undesirable cross-cultural encounters. Building on these novel insights, the implications for CQ research are discussed. Future research directions are also identified, and practical recommendations are generated to manage these potential blind spots in CQ.