... External factors (17) Skills and Competency (Anderson et al., 2021;Selmer, 2010), Adjustment (Caligiuri et al., 2019;Noman et al., 2020;Okpara & Kabongo, 2011;Puck et al., 2008;Tahir, 2018;Wang & Tran, 2012), Job Performance (Bhatti et al., 2019;Chen, 2015;Prendergast, 2016;Ramalu et al., 2017;Reynolds et al., 2014;Spong & Kamau, 2012;Wurtz, 2014), Training Transfer (Combs & Luthans, 2007;Cunningham, 2012) Internal factors (25) Commitment (Kang et al., 2015;Saira et al., 2020;Thakur et al., 2016;Yap et al., 2010), Previous research has demonstrated that employee satisfaction and commitment are critically reflected in their interaction with consumers (Agyeiwaah et al., 2021;Brown & Lam, 2008;Jeon & Choi, 2012;Scotti et al., 2003). Furthermore, research has also established that employees' diversity intelligence (measured by CQ) impacts consumer interaction and satisfaction (Gaur et al., 2017;Netemeyer et al., 2010). ...