Many diversities for many services: Theorizing diversity (management) in service companies
重新定义多样性为组织产物，通过四家服务企业的定性数据，发现员工社会人口学差异如何影响工作组织，进而塑造多样性管理方式，并归纳出服务流程的两个关键维度。
Contrary to current definitions of diversity as a set of a priori sociodemographic characteristics, this study re-conceptualizes diversity as an organizational product. Through the analysis of qualitative data from four service organizations, we show that organization-specific understandings of diversity are based on the way employees’ sociodemographic differences affect the organization of work, either contributing to it or hampering it. Such understandings of diversity, in turn, shape organization-specific approaches to diversity management. From our empirical results, we further inductively derive two dimensions of service processes that appear to play a central role in shaping diversity (management) in service organizations: customers’ proximity versus invisibility and diversity-customized versus profession-customized service. We conclude the article on a more critical note, reflecting on how specific constellations of work/understanding of diversity/diversity management enable and/or constrain employees’ agency, including the possibility to challenge existing power relations.