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Cross-cultural diversity management in service firms

Title data

Bouncken, Ricarda B. ; Reuschl, Andreas B. ; Barwinski, Roman ; Viala, Celine:
Cross-cultural diversity management in service firms.
In: European Journal of International Management. Vol. 12 (2018) Issue 5/6 . - pp. 510-535.
ISSN 1751-6757
DOI: https://doi.org/10.1504/EJIM.2018.094496

Abstract in another language

The European healthcare sector is facing tremendous challenges, especially related to international diversity. The demographic change is generating an ageing population with rising demands for medical services, combined with a lack of the ability to train sufficient numbers of medical
professionals. Foreign healthcare professionals migrate to central Europe, especially to Germany, to fill the gap in the healthcare labour market. The migration and internationalisation increases national and cultural diversity in hospital workforces. Our study contributes an adaptation of a Service-Profit Chain model for hospitals and then empirically investigates the impact of diversity on the service capabilities of German hospitals. Our results show that the Service-Profit Chain is applicable to hospitals and that workforce diversity has a negative indirect impact on employee job satisfaction and thereby on productivity

Further data

Item Type: Article in a journal
Refereed: Yes
Keywords: healthcare; diversity; diversity management; workforce migration;
service profit chain; quantitative analysis; social identity theory
Institutions of the University: Faculties
Faculties > Faculty of Law, Business and Economics
Faculties > Faculty of Law, Business and Economics > Department of Business Administration
Faculties > Faculty of Law, Business and Economics > Department of Business Administration > Chair Business Administration VI
Faculties > Faculty of Law, Business and Economics > Department of Business Administration > Chair Business Administration VI > Chair Business Administration VI - Univ.-Prof. Dr. Ricarda Bouncken
Result of work at the UBT: Yes
DDC Subjects: 300 Social sciences
300 Social sciences > 330 Economics
Date Deposited: 31 Oct 2018 07:11
Last Modified: 27 Feb 2019 07:46
URI: https://eref.uni-bayreuth.de/id/eprint/46177