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

• Published in: Organization 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
• Language: English
• 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

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....