Intercultural competence in tourism and hospitality: Self-efficacy beliefs and the dunning Kruger effect

Abstract

This study aims to measure intercultural competence (awareness) of tourism and hospitality employees who tend to be in continuous interaction with intercultural customers. By comparing the results of a self-report awareness test/scale with the results of a knowledge-based test, the study shows that employees not only have extremely low intercultural competence, they also exaggerate their intercultural awareness/competence. Hence, in addition to the implications for intercultural competence/awareness of tourism and hospitality employees and for the businesses for which they work, the study has also implications regarding the measurement ability of self-report scales/tests.