‘We’re in the people business.’ Long established as the mantra of hospitality and tourism, the sector has substantial expertise in sharpening customer care skills to gain a marketing edge. But customers are only half the equation. Less studied is the expertise of companies in managing their workforce – the employees who, more than in any other industry, are customer-facing. New research led by Dr. Fevzi Okumus, UCF Rosen College’s Professor of Hospitality Services, and his collaborator, a former Ph.D. student from Rosen College, looks at an increasingly important aspect of the sector’s employment practice: diversity management.
Okumus, F. and Gajjar, T. (2018). Diversity management: what are the leading hospitality and tourism companies reporting? Journal of Hospitality Marketing & Management, Volume 27 (8), Pages 905-925. Available at: https://www.tandfonline.com/doi/full/10.1080/19368623.2018.1465505
"Hospitality and Tourism: Delving Deeper into Diversity Management,"
Rosen Research Review: Vol. 2
, Article 5.
Available at: https://stars.library.ucf.edu/rosen-research-review/vol2/iss1/5