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Workforce Diversity: A Springboard for Employee Productivity and Customer Experience
Workforce Diversity: A Springboard for Employee Productivity and Customer Experience
MUCHONGWE, Nevermind (Human Resource Department, Faculty of Applied Social Sciences, Manicaland State University of Applied Sciences)
DANGAISO, Phillip (Department of Marketing, Faculty of Commerce, Bindura University of Science Education)
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Abstract
Purpose: The purpose of this study was to examine the differential effect of workforce diversity on employee productivity and its subsequent impact on customer experience. Research design, data and methodology: A once-off cross-sectional research design was used in this study where the Zimbabwean civil service was targeted. Randomization was used to collect 324 validated responses. The study focused on both primary (age and gender) and secondary (education and political affiliation) dimensions of workforce diversity. Results: The results were confirmatory that workforce diversity is a significant predictor of employee productivity (β = 0.668, P < 0.05), at the same time employee productivity holds explanation to customer experience by 37%. Results also revealed that gender diversity, educational diversity and political diversity were significant determinants of workforce diversity (P < 0.05). However, the study established that age diversity was not a significant factor in enhancing employee productivity (P > 0.05). Conclusions: The study concluded that workforce diversity is a powerful tool in enhancing both customer experience and employee productivity. As such, the latter can be augmented through shrewd workforce diversity practices as championed by management. To that end, the study recommends the development of a workforce diversity framework which promotes inclusivity.
- keywords
- Workforce Diversity, Employee Productivity, Customer Experience, Human Resource Management, Marketing Management
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