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A Service Quality Analysis Employee Diversity Management: Best Practices in Hospitality Industry

Author

Listed:
  • Aivie E. Dacay Reyes

    (Instructor, Department of Hospitality and Tourism, DMMA College of Southern Philippines)

  • Josephine R. Jayme

    (Instructor, Department of Hospitality and Tourism, DMMA College of Southern Philippines)

Abstract

This study investigates the relationship between employee diversity management and service quality within multicultural hospitality settings. Drawing on the SERVQUAL framework (Parasuraman, Zeithaml, & Berry, 1985), cultural intelligence theory (Earley & Ang, 2003), and best-practice diversity management models (Cox, 2001; Jayne & Dipboye, 2004), the research examines how organizations can leverage a heterogeneous workforce to enhance guest experiences. A mixed-methods design was employed, combining quantitative survey data from 250 frontline hospitality employees across five international hotel chains with qualitative interviews of 20 human resources managers and diversity officers. Findings reveal that inclusive recruitment practices, targeted cultural competency training, and structured communication channels significantly improve reliability, responsiveness, assurance, empathy, and tangibles—the five dimensions of service quality (Parasuraman et al., 1988). Notably, hotels that embedded diversity management into organizational culture reported higher customer satisfaction scores (r = .62, p

Suggested Citation

  • Aivie E. Dacay Reyes & Josephine R. Jayme, 2025. "A Service Quality Analysis Employee Diversity Management: Best Practices in Hospitality Industry," International Journal of Research and Scientific Innovation, International Journal of Research and Scientific Innovation (IJRSI), vol. 12(6), pages 654-664, June.
    • Handle: RePEc:bjc:journl:v:12:y:2025:i:6:p:654-664
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    References listed on IDEAS

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    3. Ang, Soon & Van Dyne, Linn & Koh, Christine & Ng, K. Yee & Templer, Klaus J. & Tay, Cheryl & Chandrasekar, N. Anand, 2007. "Cultural Intelligence: Its Measurement and Effects on Cultural Judgment and Decision Making, Cultural Adaptation and Task Performance," Management and Organization Review, Cambridge University Press, vol. 3(3), pages 335-371, November.
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