Please use this identifier to cite or link to this item: http://hdl.handle.net/1942/9729
Title: Many diversities for many services: Theorizing diversity (management) in service companies
Authors: Janssens, Maddy
ZANONI, Patrizia 
Issue Date: 2005
Publisher: SAGE PUBLICATIONS LTD
Source: Human Relations, 58(3). p. 311-340
Abstract: Contrary to current definitions of diversity as a set of a priori sociodemographic characteristics, this study re-conceptualizes diversity as an organizational product. Through the analysis of qualitative data from four service organizations, we show that organization-specific understandings of diversity are based on the way employees’ sociodemographic differences affect the organization of work, either contributing to it or hampering it. Such understandings of diversity, in turn, shape organization-specific approaches to diversity management. From our empirical results, we further inductively derive two dimensions of service processes that appear to play a central role in shaping diversity (management) in service oganizations: customers’ proximity versus invisibility and diversity-customized versus profession-customized service. We conclude the article on a more critical note, reflecting on how specific constellations of work/understanding of diversity/diversity management enable and/or constrain employees’ agency, including the possibility to challenge existing power relations.
Notes: Reprint author: patrizia.zanoni'AT'uhasselt.be
Keywords: diversity, diversity management, customers, power
Document URI: http://hdl.handle.net/1942/9729
ISSN: 0018-7267
e-ISSN: 1741-282X
DOI: 10.1177/0018726705053424
ISI #: 000229903000002
Category: A1
Type: Journal Contribution
Appears in Collections:External publications

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