Best Practices in Diversity Management in Customer Service Organizations

Abstract

An analysis of diversity management programs used by fourteen companies cited for diversity found a suite of practices used by nearly all of them. Using a benchmarking assessment, this study analyzed the diversity management programs from a sample of hospitality and customer service organizations that were named by Diversity Inc. to be top companies for diversity. The analysis of the organizations’ specific practices revealed the following seven complementary and highly related categories of diversity management practice: corporate diversity council, diversity training programs, supplier diversity, employee networking and mentoring, cultural awareness, support for women, and lesbian, gay, bisexual, and transgender network programs and same-sex benefits. The result of these policies is a highly diverse workforce and relatively diverse management in the sample firms.