Why Organizational and Community Diversity Matter: Representativeness and the Emergence of Incivility and Organizational Performance
研究英国142家医院的数据发现，组织内部族裔多样性会减少对患者的礼貌，但组织人口结构若与社区人口结构匹配，则能提升患者体验的礼貌度并改善组织绩效。
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.