Online from: 1988
|Title:||Many diversities for many services: theorizing diversity (management) in service companies|
|Author(s):||Janssens M, Zanoni P|
|Journal:||Human Relations, Mar 2005, Volume: 58 Issue: 3 pp.311-340 (30 pages)|
|Keywords:||Consultants, Innovation, Management Theory, New Product Development|
|Article type:||Research paper|
|Reference:||34AQ524 (Permanent URL)|
Design/methodology/approach - Reviews the literature on diversity and diversity management and argues that the organizational 'understanding' of diversity stem from the ways in which diversity interacts with work. Furthermore, argues that this understanding shapes the way that work is organized and, consequently, the approach to diversity management. Presents research that studied the service provision in four service organizations (a hospital, a call centre, a technical drawing company and a logistical company) and examined this shaped the understanding of diversity and the approach taken to diversity management. Draws on interviews with the manager responsible for diversity management in each organization and interviews with seven people in jobs at different hierarchical levels within each organization.
Findings - Reports that the interviews confirmed that the understanding of diversity is influenced by the nature of the service delivery, and that this understanding shaped the approach to diversity management. Concludes that this demonstrates that diversity does not just relate to socio-demographic factors but also relates to the proximity of customers and the extent to which services need to take into account the diversity-related needs of customers. Illustrates this by discussing how the nature of the services provided in each of the organizations affected employment and other practices.
Research limitations/implications - Considers how the theoretical approach taken in the article affected the analysis and discusses the need for further research.
Originality/value - Offers a new and more complex analysis of diversity management.