The moderating role of cultural intelligence and emotional intelligence in the effect of organizational culture on organizational cynicism and the mediating role of organizational communication: A research in hotel business

Organizational culture is defined as the ideologies, assumptions, beliefs, values, expectations and attitudes that hold the organization as a whole, and at the same time, it is a system that directs the behaviors of the employees within the organization and significantly affects the success of the organization. Organizational culture is a structure that ensures the organizational harmony of employees, organizes the works to be done within the organization and facilitates organizational learning. This structure is communicated to employees through organizational communication. Organizational communication created by organizational culture plays a key role in the adoption of organizational processes to employees. The existence of an effective organizational communication system in an organization strengthens employees' perception of organizational culture. However, organizations that fail to fully convey organizational culture to their employees through organizational communication face the danger of organizational cynicism. The establishment of a positive organizational climate necessitates the establishment of hotel businesses within employees of different nationalities. At this point, the concept of cultural intelligence, which is expressed as the ability to work in different cultural environments, comes to the forefront. High cultural intelligence managers and employees can reduce organizational cynicism by preventing conflicts and conflicts arising from intercultural differences. The labor intensive structure of the hotel establishments, the high level of coordination among the employees and the difficulty of providing customer satisfaction can cause the employees to face stress. At this point, the concept of emotional intelligence, which is expressed as the ability to know oneself, to understand other individuals and to struggle against difficulties, comes to the forefront. Emotional intelligence managers and employees can reduce organizational cynicism by preventing problems in the organizational environment. The purpose of this study is to determine the moderating role of cultural intelligence and emotional intelligence and the mediating role of organizational communication in the impact of organizational culture on organizational cynicism. The research was carried out in accordance with the relational and descriptive scanning methods, one of the quantitative research methods. Five-star hotels operating in Istanbul were selected as the research population and analyzes were conducted on 659 valid survey data. In the research, structural equation model was used and hypotheses were tested through path analysis. As a result of the research, the role of emotional intelligence as a moderator and organizational communication as a mediator have been determined in the effect of organizational culture on organizational cynicism. Keywords: Organizational Culture, Organizational Cynicism, Cultural Intelligence, Emotional Intelligence, Organizational Communication, Hotel Enterprises.