Hotel managers’ perceived diversity climate and job satisfaction: The mediating effects of role ambiguity and conflict

Abstract

Given the increase of multiculturalism into the hospitality labor force, corporate investments in providing a positive diversity climate at work have increased over the last two decades. However, few studies have focused on managers’ perceived diversity climate and how their perceived diversity climate has an impact on their work experience, which is a significant gap in the literature considering that the hospitality workforce is diverse and multiracial. Therefore, the purpose of this study was to examine the effect of hotel managers’ perceived diversity climate on three outcomes: role ambiguity, role conflict, and job satisfaction. Survey data were collected from 130 hotel and lodging managers. The results showed that managers who perceived a positive diversity climate also reported less role ambiguity and role conflict, but more job satisfaction. Role ambiguity and role conflict mediated the relationship between perceived diversity climate and job satisfaction.