DIVERSITY MANAGEMENT AND SERVICE DELIVERY IN THE NIGERIA AIRLINE INDUSTRY: A CUSTOMERS PERSPECTIVE

This study sought to assess the effect of diversity management on service delivery in the Nigeria aviation industry from a customers’ perspective due to the observed problem of increasing customer complaints and migration. The study was restricted to customers of the aviation industry in Abuja Nigeria who served as the population of the study. The study adopted the survey research design while multiple regression technique was used to analyze the primary data collected for the study through a structured questionnaire. From a purposefully selected sample of 384 respondents, the study found that age diversity and gender diversity both have a positive and significant effect on service delivery in the Nigerian Aviation Industry. The study therefore recommends that the management of the aviation companies should make concerted efforts towards optimally managing the diversity of their workforce with a good blend of male and female across the younger and older generations in order to maximize service delivery outcomes for the companies and boost performance ultimately.

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Diversity management and gender equality outcomes in research, development and innovation organisations: Lessons for practitioners

Szociológiai szemle ◽

10.51624/szocszemle.2018.4.8 ◽

2018 ◽

Vol 28 (4) ◽

pp. 166-190

Author(s):

Katalin Tardos ◽

Veronika Paksi

Keyword(s):

Conceptual Framework ◽

Gender Equality ◽

Gender Inequality ◽

Gender Diversity ◽

Diversity Management ◽

Research Development ◽

Research Gap ◽

And Gender ◽

The Impact ◽

Extensive List

Understanding the impact of various diversity management (DM) practices in terms of their effectiveness in achieving desired outcomes within the organisation is a prevalent research gap in the general DM literature and the new stream of literature on DM in the research, development, and innovation (RDI) sector. Therefore, this article reviews the literature on gender diversity practices in RDI workplaces and how DM contributes to gender equality outcomes. For this purpose, we introduced a conceptual framework to demonstrate the interrelatedness of the forms and reasons for gender inequality, and the choice of DM practices and their outcomes. Moreover, we compiled an extensive list of DM practices for practitioners related to how to address the different forms and underlying reasons for gender inequality. Finally, by comparing the literature on DM outcomes in the business and the RDI sector, we concluded that research on measuring the outcomes of DM practices was less developed for RDI organisations, but gaps of knowledge on the outcomes of DM practices prevailed in both sectors. Organisational contexts in which specific diversity practices were implemented had a significant role in determining their effectiveness,highlighting the relevance of the institutionalist theory.

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The effects of frequent flyer programs in the airline industry on customer loyalty

Heritage and Sustainable Development, ISSN 2712-0554 ◽

10.37868/hsd.v3i2.69 ◽

2021 ◽

Vol 3 (2) ◽

pp. 130-147

Author(s):

Hande Sahin ◽

Ali Osman Kusakci ◽

Baboucarr Mbowe

Keyword(s):

Customer Loyalty ◽

Airline Industry ◽

Vital Role ◽

Loyalty Programs ◽

Civil Aviation ◽

Aviation Industry ◽

Frequent Flyer ◽

And Gender ◽

Main Components ◽

Customer Loyalty Programs

Customer Loyalty Programs are one of the handiest tools to raise brand awareness, and secure long-term and strong ties between a brand and existing consumers. Airline companies have been using frequent flyer programs (FFPs) to retain customers with the expectation of increasing passengers’ loyalty levels. The purpose of this study was to examine the significance of FFPs for customer loyalty, which is of great help for customer retention in the civil aviation industry in the sample of passengers flying from the new Istanbul Airport. Furthermore, we questioned the effectiveness of various services and products offered within FFPs for loyalty, which is decomposed into two main components, behavioral, and attitudinal commitment of loyalty. We evaluated the significance of various demographic factors on passengers’ perception of FFPs services and privileges, and customer loyalty. The study confirmed the vital role of FFPs to build up brand loyalty, where profession, duration of the membership to FFPs, and gender are essential factors.

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Diversity in India: addressing caste, disability and gender

Equality Diversity and Inclusion An International Journal ◽

10.1108/edi-04-2020-0095 ◽

2020 ◽

Vol 39 (6) ◽

pp. 585-596

Author(s):

Rana Haq ◽

Alain Klarsfeld ◽

Angela Kornau ◽

Faith Wambura Ngunjiri

Keyword(s):

Gender Diversity ◽

Diversity Management ◽

Special Issue ◽

Theoretical Frameworks ◽

Content Type ◽

Economic Diversity ◽

Diversity And Inclusion ◽

And Gender ◽

Equality And Diversity ◽

Country Specific

PurposeThe purpose of this paper is to present the diversity and equality perspectives from the national context of India and introduce a special issue about equality, diversity and inclusion (EDI) in India.Design/methodology/approachThis special issue consists of six articles on current EDI issues in India. The first three of the contributions are focused on descriptions of diversity challenges and policies regarding caste and disabilities, while the remaining three papers address gender diversity.FindingsIn addition to providing an overview of this issue's articles, this paper highlights developments and current themes in India's country-specific equality and diversity scholarship. Drawing on the special issue's six papers, the authors show the relevance of Western theories while also pointing to the need for reformulation of others in the context of India.Research limitations/implicationsThe authors conclude with a call to further explore diversity in India and to develop locally relevant, culture-sensitive theoretical frameworks. Religious and economic diversity should receive more attention in future diversity management scholarship in the Indian context.Originality/valueHow does India experience equality and diversity concepts? How are India's approaches similar or different from those experienced in other countries? How do theoretical frameworks originated in the West apply in India? Are new, locally grounded frameworks needed to better capture the developments at play? These questions are addressed by the contributions to this special issue.

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Beyond Ethnic Diversity: The Role of Teacher Care for Interethnic Relations

Frontiers in Education ◽

10.3389/feduc.2020.586709 ◽

2021 ◽

Vol 5 ◽

Author(s):

Jeanine Grütter ◽

Bertolt Meyer ◽

Michel Philipp ◽

Sebastian Stegmann ◽

Rolf van Dick

Keyword(s):

Ethnic Diversity ◽

Gender Diversity ◽

Diversity Management ◽

Interethnic Relations ◽

Teacher Care ◽

Network Analyses ◽

Role Of Teachers ◽

Interethnic Relationships ◽

And Gender

Drawing on the role of teachers for peer ecologies, we investigated whether students favored ethnically homogenous over ethnically diverse relationships, depending on classroom diversity and perceived teacher care. We specifically studied students' intra- and interethnic relationships in classrooms with different ethnic compositions, accounting for homogeneous subgroups forming on the basis of ethnicity and gender diversity (i.e., ethnic-demographic faultlines). Based on multilevel social network analyses of dyadic networks between 1299 early adolescents in 70 German fourth grade classrooms, the results indicated strong ethnic homophily, particularly driven by German students who favored ethnically homogenous dyads over mixed dyads. As anticipated, the results showed that there was more in-group bias if perceived teacher care was low rather than high. Moreover, stronger faultlines were associated with stronger in-group bias; however, this relation was moderated by teacher care: If students perceived high teacher care, they showed a higher preference for mixed-ethnic dyads, even in classrooms with strong faultlines. These findings highlight the central role of teachers as agents of positive diversity management and the need to consider contextual classroom factors other than ethnic diversity when investigating intergroup relations in schools.

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Corporate Diversity Programs and Gender Inequality in the Oil and Gas Industry

Work and Occupations ◽

10.1177/0730888414539172 ◽

2014 ◽

Vol 41 (4) ◽

pp. 440-476 ◽

Cited By ~ 33

Author(s):

Christine L. Williams ◽

Kristine Kilanski ◽

Chandra Muller

Keyword(s):

Gender Inequality ◽

Oil And Gas ◽

Diversity Training ◽

Gender Diversity ◽

Diversity Management ◽

Oil And Gas Industry ◽

Male Dominance ◽

Future Research ◽

Gas Industry ◽

And Gender

Since the 1980s, major U.S. corporations have embraced diversity as a management strategy to increase the number of women in top jobs. Diversity management programs include targeted recruitment, hiring, and promotions policies; mentoring programs; affinity groups; and diversity training. Few of these programs have proven effective in achieving gender diversity in the corporate world, despite their widespread popularity. To explore the reasons for this, the authors investigate the experiences of women scientists in the oil and gas industry who are targeted by these programs. In-depth interviews reveal possible reasons why these programs fail to achieve their intended goals. The authors find that these programs can paradoxically reinforce gender inequality and male dominance in the industry. The authors discuss alternative approaches for addressing gender inequality in work organizations and conclude with implications of their findings for corporate approaches to promoting diversity and for future research.

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Gender diversity as an important element of diversity management in modern enterprises: case of Poland

Virtual Economics ◽

10.34021/ve.2019.02.01(1) ◽

2019 ◽

Vol 2 (1) ◽

pp. 7-30

Author(s):

Mariola Dźwigoł-Barosz ◽

Wojciech Leoński

Keyword(s):

Gender Discrimination ◽

Gender Diversity ◽

Diversity Management ◽

Point Of View ◽

Support Programs ◽

Theoretical Point ◽

Unequal Treatment ◽

Management Positions ◽

Business Entities ◽

And Gender

Diversified human resources have an enormous potential. Therefore, their proper use can be translated into the success of the organization on the market. One of the main areas of diversity management in Poland is gender. Gender diversity constitutes one of the most significant elements of diversity management, which is a challenge to contemporary enterprises. Many business entities still fail to recognize the potential that lies in gender diversity, as evidenced by the unequal treatment of women and men in some companies. Women on the labor market still have to face gender discrimination. That is why it is worth to draw attention to gender diversity and its potential. In the first part of the paper, diversity management is presented from the theoretical point of view on the basis of source literature and reports. The next chapter is focused on the issue of gender diversity based on studies conducted by various authors. The results of original studies concerning perception of women and men in management positions are presented in the subsequent part of the article. Furthermore, the authors have analyzed selected benefits and gender diversity support programs in contemporary enterprises. The main aim of the article is to draw attention to low participation of women in management positions in companies and to list arguments for eliminating this phenomenon by cautious use of diversity of competencies of both sexes. Empirical part of the article is, in turn, based on the results of the original survey conducted in Polish companies. The aim of the study was, inter alia, to compare the perception of women and men in management positions in the scope of 33 competences from 11 groups of competences from the domain of emotional intelligence. The study also refers to research on gender diversity carried out by other Polish and foreign authors. Furthermore, the authors have analyzed selected benefits and gender diversity support programs in contemporary enterprises. Discussion presented in this article can serve as methodological frame for developing actions in companies oriented at gender diversity as one of their organizational values.

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