| Category | Dissertation | Subject | Management |
|---|---|---|---|
| University | University College Birmingham | Module Title | 1639- Master Research Project |
| Word Count | 15,000 words |
|---|---|
| Assessment Type | Individual |
| Academic Year | Semester 1 2025-26 |
This report explores the intersection of cultural intelligence (CQ) and organizational culture within the restaurant industry, particularly its impact on customer satisfaction and employee performance. As globalization and increasing diversity shape the sector, restaurants must adapt culturally. The study investigates how the ability to navigate cultural nuances- affects customer relations and internal organizational dynamics.......View More
Chapter 1: Introduction .............................................................................................................. 5
1.1 Background of the Study .............................................................................................. 5
1.2 Aim and Objectives of the Study .................................................................................. 7
1.3 Rationale for the Study .................................................................................................. 7
Chapter 2: Literature Review ..................................................................................................... 8
2.1 Chapter Introduction ...................................................................................................... 8
2.2 Theoretical Framework .................................................................................................. 9
2.3 Theories ....................................................................................................................... 10
2.3.1 Overview of Hofstede's Cultural Dimensions ..................................................... 10
2.3.2 Cultural Web Model ............................................................................................ 12
2.3.3 Schein’s Levels of Organizational Culture ......................................................... 15
2.3.4 Cultural Intelligence (CQ) ................................................................................. 17
2.3.5 Competing Values Framework (CVF) ................................................................. 22
2.4 Summary and Key Issues to Be Taken Forward ........................................................... 24
2.4.1 Key Issues to Be Taken Forward ........................................................................ 25
2.5 Literature Matrix ......................................................................................................... 26
Chapter 3: Methodology ......................................................................................................... 39
3.1 Research Approach ...................................................................................................... 39
3.2 Secondary Research .................................................................................................... 40
3.2.1 Choice of Research Design ................................................................................ 40
3.2.2 Construction of the Method ................................................................................ 41
3.2.3 Sampling (Inclusion / Exclusion Criteria) .......................................................... 42
3.2.3.1 Inclusion and Exclusion Criteria ...................................................................... 42
3.2.4 Procedure ............................................................................................................ 43
3.3 Primary Research ........................................................................................................ 44
3.3.1 Choice of Research Design ................................................................................ 44
3.3.2 Construction of the Design ................................................................................. 44
3.3.3 Sample ................................................................................................................ 47
3.3.4 Procedure ............................................................................................................ 48
3.3.5 Data Analysis ...................................................................................................... 48
3.4 Summary of Methodology .......................................................................................... 48
Chapter 4: Findings and Analysis ............................................................................................ 50
4.1 Introduction ................................................................................................................. 50
4.2 Secondary Research Analysis ..................................................................................... 51
4.2.1 Cultural Web Model ............................................................................................ 51
4.2.2 Schein’s Model of Organizational Culture .......................................................... 52
4.2.3 Cultural Intelligence (CQ) .................................................................................. 53
4.2.4 Competing Values Framework (CVF) ................................................................. 56
4.2.5 Hofstede's Cultural Dimensions .......................................................................... 58
4.2.6 Conclusion ............................................................................................................ 59
4.3 Primary Research Analysis ......................................................................................... 60
4.3.1 Understanding of Organizational Structure and Relationships ........................... 60
4.3.2 Satisfaction with Dress Code Policy ..................................................................... 61
4.3.3 Rating of Interior Design and Layout (Overall Aesthetic Appeal) ....................... 62
4.3.4 Rating of Interior Design and Layout (Comfort and Ambiance) ......................... 63
4.3.5 Inspiration from Key Figures ................................................................................ 64
4.3.6 Teamwork and Collaboration ................................................................................ 66
4.3.7 Cultural Knowledge about Colleagues ................................................................. 66
4.3.8 Understanding of Core Values .............................................................................. 67
4.3.9 Frequency of Staff Events and Activities .............................................................. 68
4.3.10 Interest in Learning About Different Cultures and Traditions ............................. 69
4.3.11 Decision-Making Process .................................................................................... 70
4.3.12 Understanding of Hierarchy and Reporting Structure ......................................... 71
4.3.13 Clarity of Basic Assumptions .............................................................................. 72
4.4 Summary of Findings and Analysis ............................................................................ 74
Chapter 5: Conclusions and Recommendations ..................................................................... 74
5.1 Introduction ................................................................................................................. 75
5.2 Conclusions ................................................................................................................ 75
5.2.1 Conclusion 1 ......................................................................................................... 75
5.2.2 Conclusion 2 ......................................................................................................... 75
5.2.3 Conclusion 3 ......................................................................................................... 76
5.2.4 Conclusion 4 ......................................................................................................... 76
5.3 Recommendations ....................................................................................................... 77
5.3.1 Recommendation 1 ............................................................................................... 77
5.3.2 Recommendation 2 ............................................................................................... 77
5.3.3 Recommendation 3 ............................................................................................... 77
5.3.4 Recommendation 4 ............................................................................................... 78
5.4 Future Recommendations ............................................................................................ 78
Chapter 6: References .............................................................................................................. 80
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