Does Diversity Climate Lead to Customer Satisfaction? It Depends on the Service Climate and Business Unit Demography

Extending insights from Cox's interactional model of cultural diversity [Cox, T. H., Jr. 1994. Cultural Diversity in Organizations: Theory, Research and Practice. Berett-Koehler, San Francisco], we examine the influence of diversity climate on customer satisfaction, a key business-unit outcome....

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Published inOrganization science (Providence, R.I.) Vol. 22; no. 3; pp. 788 - 803
Main Authors McKay, Patrick F., Avery, Derek R., Liao, Hui, Morris, Mark A.
Format Journal Article
LanguageEnglish
Published Linthicum INFORMS 01.05.2011
Institute for Operations Research and the Management Sciences
Subjects
Boundary conditions
Business structures
Climate models
Climatology
Competitive advantage
Cultural diversity
Customer satisfaction
Customer service
Customer services
Demographics
Demography
diversity
Employees
Employment
Females
Job performance
Longitudinal studies
Marketing strategies
Minority & ethnic groups
Multiculturalism & pluralism
Objectives
Organization theory
Organizational behaviour
organizational climate
Psychological effects
Public relations
Racial diversity
Referents
Retail trade
Retailing
service
Studies
U.S.A
Workplace diversity
United States > US
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Abstract Extending insights from Cox's interactional model of cultural diversity [Cox, T. H., Jr. 1994. Cultural Diversity in Organizations: Theory, Research and Practice. Berett-Koehler, San Francisco], we examine the influence of diversity climate on customer satisfaction, a key business-unit outcome. In addition, we explore service climate and minority and female representations as boundary conditions of the diversity climate-customer satisfaction relationship. Utilizing longitudinal data from 59,592 employees and 1.2 million customers of 769 store units of a large U.S. national retail organization, the results reveal that, as hypothesized, diversity climate is positively and significantly related to customer satisfaction measured a year later. Moreover, the diversity climate-customer satisfaction relationship is most strongly positive in predominately minority, highly pro-service store units, whereas female representation exhibits null moderating effects. These findings have important research and practical implications.
AbstractList Extending insights from Cox's interactional model of cultural diversity [Cox, T. H., Jr. 1994. Cultural Diversity in Organizations: Theory, Research and Practice. Berett-Koehler, San Francisco], we examine the influence of diversity climate on customer satisfaction, a key business-unit outcome. In addition, we explore service climate and minority and female representations as boundary conditions of the diversity climate—customer satisfaction relationship. Utilizing longitudinal data from 59,592 employees and 1.2 million customers of 769 store units of a large U.S. national retail organization, the results reveal that, as hypothesized, diversity climate is positively and significantly related to customer satisfaction measured a year later. Moreover, the diversity climate—customer satisfaction relationship is most strongly positive in predominately minority, highly pro-service store units, whereas female representation exhibits null moderating effects. These findings have important research and practical implications.
Extending insights from Cox's interactional model of cultural diversity [Cox, T. H., Jr. 1994. Cultural Diversity in Organizations: Theory, Research and Practice. Berett-Koehler, San Francisco], we examine the influence of diversity climate on customer satisfaction, a key business-unit outcome. In addition, we explore service climate and minority and female representations as boundary conditions of the diversity climate-customer satisfaction relationship. Utilizing longitudinal data from 59,592 employees and 1.2 million customers of 769 store units of a large U.S. national retail organization, the results reveal that, as hypothesized, diversity climate is positively and significantly related to customer satisfaction measured a year later. Moreover, the diversity climate-customer satisfaction relationship is most strongly positive in predominately minority, highly pro-service store units, whereas female representation exhibits null moderating effects. These findings have important research and practical implications. [PUBLICATION ABSTRACT]
Extending insights from Cox's interactional model of cultural diversity [Cox, T. H., Jr. 1994. Cultural Diversity in Organizations: Theory, Research and Practice. Berett-Koehler, San Francisco], we examine the influence of diversity climate on customer satisfaction, a key business-unit outcome. In addition, we explore service climate and minority and female representations as boundary conditions of the diversity climate-customer satisfaction relationship. Utilizing longitudinal data from 59,592 employees and 1.2 million customers of 769 store units of a large U.S. national retail organization, the results reveal that, as hypothesized, diversity climate is positively and significantly related to customer satisfaction measured a year later. Moreover, the diversity climate-customer satisfaction relationship is most strongly positive in predominately minority, highly pro-service store units, whereas female representation exhibits null moderating effects. These findings have important research and practical implications. [PUBLICATION ABSTRACT] Reprinted by permission of the Institute for Operations Research and Management Science (INFORMS)
Extending insights from Cox's interactional model of cultural diversity [Cox, T. H., Jr. 1994. Cultural Diversity in Organizations: Theory, Research and Practice. Berett-Koehler, San Francisco], we examine the influence of diversity climate on customer satisfaction, a key business-unit outcome. In addition, we explore service climate and minority and female representations as boundary conditions of the diversity climate-customer satisfaction relationship. Utilizing longitudinal data from 59,592 employees and 1.2 million customers of 769 store units of a large U.S. national retail organization, the results reveal that, as hypothesized, diversity climate is positively and significantly related to customer satisfaction measured a year later. Moreover, the diversity climate-customer satisfaction relationship is most strongly positive in predominately minority, highly pro-service store units, whereas female representation exhibits null moderating effects. These findings have important research and practical implications.
Author Avery, Derek R.
Liao, Hui
McKay, Patrick F.
Morris, Mark A.
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Snippet Extending insights from Cox's interactional model of cultural diversity [Cox, T. H., Jr. 1994. Cultural Diversity in Organizations: Theory, Research and...
Extending insights from Cox's interactional model of cultural diversity [Cox, T. H., Jr. 1994. Cultural Diversity in Organizations: Theory, Research and...
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SubjectTerms Boundary conditions
Business structures
Climate models
Climatology
Competitive advantage
Cultural diversity
Customer satisfaction
Customer service
Customer services
Demographics
Demography
diversity
Employees
Employment
Females
Job performance
Longitudinal studies
Marketing strategies
Minority & ethnic groups
Multiculturalism & pluralism
Objectives
Organization theory
Organizational behaviour
organizational climate
Psychological effects
Public relations
Racial diversity
Referents
Retail trade
Retailing
service
Studies
U.S.A
Workplace diversity
Title Does Diversity Climate Lead to Customer Satisfaction? It Depends on the Service Climate and Business Unit Demography
URI https://www.jstor.org/stable/20868893
https://www.proquest.com/docview/870326488
https://search.proquest.com/docview/876183999
Volume 22
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