The Effects of Workplace Diversity on Organization Culture in the Service Industry: A Case of Five (5) Selected Hotels in Livingstone District of Southern Province

Abstract

This study investigates the effect of workplace diversity on organizational culture in the service industry, with a specific focus on five selected hotels in the Livingstone District of Zambia. The research aims to explore how diverse workforce characteristics such as gender, ethnicity, race and age affect organization practices, organization vision, organization values, and organization employees’ motivation within these hotels. The specific research objectives for this study were: 1) To determine the effect of workplace diversity on organization performance/practices. 2) To assess effects of workplace diversity on the organization vision and values. 3) To assess the effects workplace diversity has on employees’ motivation. 4) To determine the proper management of workplace diversity to maintain good organization culture. This study has provided reliable information on the effects of workplace diversity on organizational culture in the service industry, bringing out clearly the role played by workplace diversity in organizations. The findings for this study has also assisted many entrepreneurs who would like to venture into the service industry businesses to have reliable information on how poor or good management of workplace diversity can affect their businesses. From the reviewed literature it is clearly seen that with the rise of globalization there is more interaction than ever before among people from diverse cultures and backgrounds. This has resulted in most organizations not restricting their operations or businesses to within their national boundaries, as they are free to extend beyond their borders. But even as much this is true it is clearly noted that some hotels do not know how to properly manage workplace diversity which brings a threat to their organization.

Introduction

A. Overview

With globalization, organizations increasingly face diverse workforces across gender, age, ethnicity, and education. Effective workplace diversity management is vital to improve leadership, communication, and performance. Poor management can lead to discrimination, conflict, turnover, and reduced organizational performance. This study assesses how workplace diversity impacts organizational culture, particularly in Livingstone’s hotel sector in Zambia.

B. Background

Livingstone, a major Zambian tourist destination, has experienced increased diversity due to globalization. Key changes include:

1. Increased Ethnic and Cultural Diversity

   • Multinational companies and migrants from countries like Zimbabwe and Nigeria add to workforce heterogeneity.

2. Gender Diversity

   • Growing female workforce and inclusion in leadership roles, driven by CSR initiatives and foreign organizational policies.

3. Migrant Workers

   • Influx of skilled labor brings global service standards, especially in hospitality.

4. Adoption of Global Standards

   • Global diversity policies, training, and non-discriminatory practices improve inclusion and organizational cohesion.

5. Changing Customer Demands

   • Increased need for multilingual, culturally aware staff to cater to international tourists.

6. Technological Advancements

   • Remote work and digital transformation enable hiring across diverse geographies and skills.

7. Diversity Management Challenges

   • Ethnic tensions, limited opportunity for marginalized groups, and imbalance in foreign vs. local employment persist.

8. Job Creation and Skills Development

   • Globalization has created new jobs and skill demands but raised concerns over foreign dominance in senior roles.

Despite these shifts, many hotel managers lack awareness of how diversity impacts organizational culture and fail to manage it effectively.

C. Statement of the Problem

Most hotels in Livingstone do not fully understand or effectively manage diversity, leading to issues with performance, conflict, and unclear leadership strategies. There’s limited research on how diversity influences organizational culture in Zambia’s hotel industry, particularly regarding practices, vision, values, and employee motivation.

D. Purpose of the Study

To assess how workplace diversity affects organizational culture in Livingstone’s hotel sector and provide insight for entrepreneurs and stakeholders entering or operating in the hospitality industry.

E. General Objective

To evaluate the effects of workplace diversity on organizational culture in the service industry.

F. Main Research Question

What are the effects of workplace diversity on organizational culture in Livingstone District’s service industry?

G. Specific Research Objectives

1. Assess diversity’s impact on organizational performance/practices.

2. Evaluate its effect on vision and values.

3. Examine its influence on employee motivation.

4. Identify strategies for effective diversity management.

H. Research Questions

1. How does workplace diversity affect performance/practices?

2. What are its effects on organizational vision and values?

3. How does it influence employee motivation?

4. How can it be properly managed?

I. Significance of the Study

The study contributes practical insights for hotel managers, entrepreneurs, and scholars on how effective diversity management enhances organizational culture and performance. It also adds to the limited literature on this topic in Zambia’s service sector.

J. Limitations

• Financial constraints limited site visits.

• Findings are based on a small sample (five hotels) and may not generalize across the entire industry.

• Limited existing literature on diversity in Zambia’s service industry.

K. Scope (Delimitation)

Focused only on five selected hotels in the central part of Livingstone District, excluding other service industries or regions.

L. Key Definitions

• Workplace Diversity: Mix of people of different gender, age, race, and education.

• Organizational Culture: Shared values and practices that define an organization.

• Diversity Management: Organizational strategies to manage workforce differences.

• Other terms like globalization, discrimination, and hospitality industry are defined contextually.

M. Chapter Summary

The chapter outlines the study's background, objectives, scope, and research questions, emphasizing the need to understand and manage workplace diversity for positive organizational culture in Livingstone’s hotel industry.

II. Literature Review (Overview)

This chapter reviews global, regional, and local studies on workplace diversity and organizational culture. It introduces a conceptual framework where workplace diversity (independent variable) affects components of organizational culture (dependent variables) such as practices, values, vision, and employee motivation.

Conceptual Framework Summary

• Independent Variable: Workplace diversity

• Dependent Variables: Organizational practices, vision, values, and employee motivation

Conclusion

This study confirms that workplace diversity has a significant and complex impact on organizational culture in the hospitality sector. The study supports the growing body of evidence suggesting that workplace diversity is an essential component of a healthy organizational culture, especially in the competitive hospitality industry. The findings show that, when properly managed, diversity can lead to improved organizational performance, stronger company culture, enhanced employee motivation, better decision-making, and increased productivity. Moreover, the study found that diversity has a profound effect on aligning the organization’s vision and values with broader societal trends, helping organizations stay relevant and forward-thinking in an increasingly globalized world. However, the study also identifies the potential challenges of managing diversity, particularly in terms of conflict and resistance to change. The results underscore the importance of actively managing diversity to ensure that it leads to positive organizational outcomes. By promoting inclusive practices and addressing potential issues early on, organizations can harness the benefits of a diverse workforce while minimizing the risks associated with poor diversity management. The study supports the growing body of evidence suggesting that workplace diversity is an essential component of a healthy organizational culture, especially in the competitive hospitality industry. Organizations that embrace diversity and create an inclusive environment are better positioned to thrive in an increasingly globalized and dynamic marketplace. Finally, this research confirms that fostering workplace diversity is not just a moral or ethical obligation, but a strategic advantage that can significantly enhance organizational performance. To harness its full potential, it is important for organizations, particularly in the hospitality sector, to vigorously promote inclusivity, invest in diversity training, and promote an environment where diverse perspectives are embraced and celebrated.

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Copyright

Copyright © 2025 Mweemba Hikaamuna, Dr. Mubemba B.. This is an open access article distributed under the Creative Commons Attribution License, which permits unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited.