1. The Three Musketeers, In this study

1.      2015 Authors Usmani Sania,
Kumari Kalpina, and Hussain Javed, in the paper Diversity, Employee Morale and Customer Satisfaction: The Three
Musketeers, In this study the relationship between diversity and customer
satisfaction which is mediated. This study explores the relationship between
diversity and customer satisfaction mediated by employee morale. The study was
conducted on the frontline employees of 6 multinational fast food restaurant
chains and customers of those fast food restaurants in Karachi, Pakistan. The
data on diversity and employee morale was collected from employees through
self-reported questionnaires while data on customer satisfaction was gathered
from customers dining in those restaurants. A convenience based sample of 235
respondents was taken for the study. The results rejected the mediated
relationship of diversity and customer satisfaction but showed positive direct
association between diversity and employee morale. This study has several
implications for future research. Firstly, future researchers can conduct a
nationwide study on a larger sample size and on different sampling units which
would generalize their findings. Secondly, this study focussed only on front
line employees of different branches of fast food restaurant chains.in Karachi.
Thirdly, with respect to measurement issues, this study used a questionnaire
for collection of data; future research may use other methodologies to reduce
response bias and increase discriminate validity and reliability of diversity.
Fourthly, the Perceptions on service could be loaded on 5 factors based on the
previous organizational literature, and can be tested empirically. Finally,
customer satisfaction can be measured using different tools to find any
possible relationship between diversity, employee morale and customer
satisfaction. Employee loyalty and customer loyalty strengthens each other,
increasing job satisfaction and customer value. Concisely, if employees are
more satisfied then so will be customers. (Usmani Sania, 2015)

 

2.      2014
As per a paper published in IOSR Journal
of business and management, authors Preeti
Bedi ,Poonam Lakra ,Ekanshi Gupta in their paper Workforce Diversity Management : Biggest Challenge Or Opportunity for
21st Century Organisations, state that workplace diversity is
the issue of people, focus on the differences and similarities that people
bring to an organization. We are living in an increasingly multicultural
society. It is a melting pot or a stew. Successful
organizations recognize the need for immediate action and are ready and willing
to spend resources on managing diversity in the work place. Similar to
globalization, diversity and social issues have had a dramatic effect on the
study and application of management and organizational behaviour. In the past,
diversity was treated as a legal issue; that is for well over 45 years it has
been directly against the law to discriminate against any one, on any basis.
Now organizations are becoming to realize that diversity is not just something
to deal with, but instead a reality to build onto make a stronger more
competitive enterprise. Their paper concludes that Workforce diversity
represents both a challenge and an opportunity for business. A growing number
of progressive organisations are realizing the need for valuing diversity in
the workforce, so as to ensure strategic utilization of human resources for the
accomplishment of strategic goals. The extent to which managers recognize
diversity and its potential advantages and disadvantages defines an
organization’s approach to managing the diversity. No organisation in this
world of globalization would survive without workforce diversity. It is
believed that organizations should put in place strategies to enhance workforce
diversity. In terms of organizational learning, organizations are still stuck
on the problem of getting people to value diversity and have not yet determine
the ways to utilize and exploit it. It is the approach to diversity, not the
diversity itself which determines the actual positive and negative outcomes.
Finally, creating a diverse workforce takes time and even longer to reap the
benefits. The management and leaders must not lose focus and interest in
creating a diverse workforce due to the lack of immediate returns.(bedi, 2014)

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3.      2014
Author Rajeshwari Gwalin her paper, Managing Diverse Workforce In Organizations,
she has found out that one of the most important and broad based challenges
currently an organization facing is adapting to people who are different. In
today’s business environment, employees are the most important source of
sustained competitive advantage. Every employee is a unique combination of
background, gender, religion, education, etc., and represents an enormous
source of new ideas and vitality. Unleashing and effectively using the
productive talents, energy and creativity of a diverse workforce for maximum
organizational effectiveness is the fundamental goal of diversity management.
Organizations today adopt various measures to manage this diversity. The study
aims to analyse how organizations can identify the degree of diversity using Garden
Swartz& Rowe’s (1994) Four Layers of Diversity Model and to formulate
strategies to maintain and manage diverse work force. (Gwal, 2014)

 

4.      2014
Authors Shreelatha R Rao and Dr M M Bagali in their paper ,A Comparative Study On Acceptance Of
Cultural Diversity And Gender Diversity Among Employees In IT Industry,
Bangalore, have written about 
present study which is investigate the acceptance of workforce diversity
with respect to two important dimensions, cultural diversity and gender
diversity. Cultural diversity inclusion and gender diversity inclusion are
prominently adopted in IT organizations. As India is one of the countries,
which constitutes culturally rich and heterogeneous workforce, with the
employees of different nations, languages, religions and different provincial
states, working together to fulfil organizational goals. There are around 30%
in total workforce of the female employees of IT industry in India. This has
created cultural diversity and gender diversity organizational climate in
workplaces. Numerous diversity management practices have been adopted to manage
diversity in organizations. The objective of the study is to investigate
whether there is significant difference in acceptance of cultural and gender
diversity among employees of the industry. (Shreelatha R Rao, 2014)

 

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