Antecedents and Outcomes of a Culturally Diverse Workforce in Hotels. (November 2021)

• Record Type: Journal Article
• Authors: Manoharan, Ashokkumar; Gross, Michael J.; Sardeshmukh, Shruti R.
• Is Part Of: Journal of hospitality & tourism research. Volume 45:Number 8(2021)
• Page Start: 1383
• Page End: 1416
• Publication Date: 2021-11
• Subjects: cultural diversity -- cultural diversity antecedents -- cultural workers benefits -- cultural workers challenges -- diversity management; Hotel management -- Study and teaching -- Periodicals; Restaurant management -- Study and teaching -- Periodicals; Food service management -- Study and teaching -- Periodicals; 647.068
• DOI: 10.1177/1096348020986906
• Languages: English
• ISSNs: 1096-3480

Abstract

The topic of cultural diversity in hospitality firms has been somewhat neglected in the abundant research on cultural diversity in organizations. To overcome the gap, the purpose of the research was to examine the antecedents and outcomes of employing a culturally diverse workforce in hotels. Results from semistructured interviews showed there are four antecedents for the increase in cultural diversity and outcomes reflect significantly more benefits than challenges. Our findings suggest the benefits of cultural diversity come from the informational advantages, supporting the processing perspective. The challenges of diversity are rooted in the social categorization and in-group-out-group dynamics, lending support to the social identity theory. This study advances diversity literature based on research evidence of the various antecedents and outcomes in employing a culturally diverse workforce. Implications for diversity management are offered so the benefits may be sustained, and the challenges may be minimized in hospitality firms.