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

Aivie E. Dacay Reyes and Josephine R. Jayme
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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

International Journal of Research and Scientific Innovation, 2025, vol. 12, issue 6, 654-664

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

Date: 2025
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