More Than Just Anti-discrimination Policy: Conceptual Reflections on the Strategic Benefits of Diversity Management in Tourism

Abstract

Recently, the tourism and hospitality industry has been increasingly hit by serious crises. In particular, the implications of the COVID-19 pandemic and phenomena such as a shortage of skilled workers and overtourism are presenting numerous destinations and their key stakeholders with new, increasingly complex challenges. In addition, the continued development of meta-processes such as demographic change and digitalisation in many respects implies an ‘end of tourism as we know it’ (Destinationthink.com, 2017). In order to successfully face these complex challenges, it is necessary – as with most wicked problems – to think and act ‘outside the box’. An increasing individualisation and pluralisation of lifestyles is taking place in most societies and represents another challenge that should not be underestimated. This implies that diversity and diversity management are becoming ever more important strategic success factors, both for human resource management and for the development of new markets and target groups. Unfortunately, however, far too few players in the tourism and hospitality sector value diversity management as part of their corporate strategy. This chapter therefore aims to raise awareness of diversity and diversity management as a concept that has become increasingly important in recent years but still only occupies a niche in tourism-specific contexts. The intensified strategic valorisation of diversity can actually sustainably increase the competitiveness of destinations and their key actors. Against this backdrop, this contribution explores conceptual understandings of diversity and diversity management from a theoretical perspective and uses specific case studies to illustrate how the corresponding management approach can be successfully valorised in tourist destinations.

Citation

Scherle, N. and Pillmayer, M. (2024), "More Than Just Anti-discrimination Policy: Conceptual Reflections on the Strategic Benefits of Diversity Management in Tourism", Pforr, C., Pillmayer, M., Joppe, M., Scherle, N. and Pechlaner, H. (Ed.) Tourism Policy-Making in the Context of Contested Wicked Problems: Politics, Paradigm Shifts and Transformation Processes (Advances in Culture, Tourism and Hospitality Research, Vol. 17B), Emerald Publishing Limited, Leeds, pp. 249-269. https://doi.org/10.1108/S1871-31732024000017B015