Why organizational and community diversity matter:Representativeness and the Emergence of Incivility and Organizational Performance


Integrating sociological and psychological perspectives, this research considers the value of organizational ethnic diversity as a function of community diversity. Employee and patient surveys, census data, and performance indexes relevant to 142 hospitals in the United Kingdom suggest that intraorganizational ethnic diversity is associated with reduced civility toward patients. However, the degree to which organizational demography was representative of community demography was positively related to civility experienced by patients and ultimately enhanced organizational performance. These findings underscore the understudied effects of community context and imply that intergroup biases manifested in incivility toward out-group members hinder organizational performance.

Publication DOI: https://doi.org/10.5465/amj.2010.0016
Divisions: Aston Business School
Aston Business School > Work & Organisational Psychology
College of Engineering & Physical Sciences > Computer Science
College of Engineering & Physical Sciences > Sustainable environment research group
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Related URLs: https://journal ... 5/amj.2010.0016 (Publisher URL)
PURE Output Type: Article
Published Date: 2011-12-01
Authors: King, Eden B.
Dawson, Jeremy
West, Michael
Gilrane, Veronica
Peddie, Chad I.
Bastin, Lucy (ORCID Profile 0000-0003-1321-0800)



Version: Accepted Version

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