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The purpose of this paper is to use the data analysis method of sentiment analysis to improve the understanding of a large data set of employee comments from an annual employee job satisfaction survey of a US hospitality organization.

Sentiment analysis is used to examine the employee comments by identifying meaningful patterns, frequently used words and emotions. The statistical computing language, R, uses the sentiment analysis process to scan each employee survey comment, compare the words with the predefined word dictionary and classify the employee comments into the appropriate emotion category.

Employee responses written in English and in Spanish are compared with significant differences identified between the two groups, triggering further investigation of the Spanish comments. Sentiment analysis was then conducted on the Spanish comments comparing two groups, front-of-house vs back-of-house employees and employees with male supervisors vs female supervisors. Results from the analysis of employee comments written in Spanish point to higher scores for job sadness and anger. The negative comments referred to desires for improved healthcare, requests for increased wages and frustration with difficult supervisor relationships. The findings from this study add to the growing body of literature that has begun to focus on the unique work experiences of Latino employees in the USA.

This is the first study to examine a large unstructured English and Spanish text database from a hospitality organization’s employee job satisfaction surveys using sentiment analysis. Applying this big data analytics process to advance new insights into the human capital aspects of hospitality management is intriguing to many researchers. The results of this study demonstrate an issue that needs to be further investigated particularly considering the hospitality industry’s employee demographics.

Reveals that, in an era when almost all businesses accept that the customer comes first, a company that is putting its employees in pole position is reaping the benefits in terms of innovation, customer satisfaction and profitability.

Underlines the reasons for the employee first, customer second approach at HCL Technologies, the information-technology and software-development division of HCL Enterprise, how this has evolved into the corporate philosophy of “ideapreneurship” at the company and the effects of this corporate philosophy.

Explains that grassroots innovation has led to 20,000 ideas being put forward by some 12,000 employees over the last eight years. Almost 4,500 ideas have been implemented and a further 3,000 are being introduced. They have generated more than $250 million of value. On a wider level, HCL has seen a 500 percent increase in revenues since 2005.

Demonstrates that the company, a software-engineering partner for Boeing's 787 Dreamliner passenger jet, is delivering one of the best returns on equity among offshore IT providers by creating an entirely differentiated set of offerings focused both on running and changing the business.

Reveals an unorthodox approach to human-resource management that has helped to turn round the fortunes of an information-technology company.

Scholars of race and work have shown that social categories shape how individuals interact with coworkers and clients. Social categories also inform the creation of roles within an organization when nonwhites are hired to interact with other nonwhites. This study examines these roles, or racialized labor, and illustrates how racial categories govern organizational behavior. By studying immigrant-serving providers at a range of nonprofits, this chapter shows how the assumed relationship between racial category and knowledge is evidence of ethnoracial logics, or the practice of using racial categories to organize work because of assumptions about the inherent racial ethnic knowledge an employee possesses. To make the case for these logics, the chapter draws on ethnographic fieldwork and in-depth interviews with Latino, Latina, and White nonprofit professionals to show how expertise is developed and differentiated along racial lines.

This paper aims to examine the nature of market politics in a Latino/a community in Southern California, USA.

Research methods combine orignial ethnographic and historical work with secondary sources on marketing and political activities in their relation to consumption.

Findings highlight conflicts brought about by the burgeoning development of the consumer market for Mexican immigrants in the area, as proponents of conventional industrial and residential development projects clash with Latino/a consumers, Latino/a and Asian buisnessmen and women, and community activists.

A partial view of Latino community is provided that stems from the treatment of consumer culture as fragmented, contradictory, and increasingly mediated by marketing activity and social relations.

Implications strive to re‐imagine Latino/a community and develop policy directives by considering the place of consumption, labor, and capital, and by taking into account the fluid nature of identity, the porous and dynamic bounds of community, and in/formal structures of political power.

This research contributes to our understanding of social relations between mainstream and minority groups as played out in marketing activity and consumer culture. It should prove valuable to academics, policy analysts, and community activists.

The purpose of this paper is to present a review of diversity management research published in hospitality and tourism-specific and business discipline-based journals. The study objectives include attempting to assess the progress of diversity management research in hospitality and tourism, identifying gaps between the general business diversity management literature and the hospitality and tourism literature and providing hospitality and tourism scholars with suggestions to advance knowledge in diversity management.

The study is a critical review of the existing diversity management literature in the general business and hospitality and tourism disciplines in an attempt to identify gaps and make suggestions for expanding this knowledge in the hospitality and tourism fields.

There are significant gaps between the diversity management scholarship conducted in hospitality and tourism disciplines and the general business field. Diversity management research in general business is far more in-depth and uses sociological and social psychological theoretical frameworks.

There are lessons to be learned from the general business literature that uses strong theoretical foundations deeply grounded in sociological, psychological, social-psychological and management theories. The general management literature also explores the conditions under which diversity management adds value or creates challenges for organizations.

The hospitality and tourism industry has employed large numbers of ethnic minorities, women and members of the lesbian, gay, bisexual and transgender community for decades. As such, it is critical that scholars explore the implications of such a diverse workforce not only on organizational outcomes, but also on individual and group performance. The general business diversity management research suggests that workgroup composition can influence individual and group performance, as well as the quality of co-worker relationships. Given the team-oriented, interdependent nature of work in the hospitality and tourism industry, it is imperative that researchers conduct studies that help practitioners understand the most effective perspectives and approaches to diversity management.

The critical literature review demonstrated that there is extremely scarce research on diversity management focusing on employees with disabilities. It is imperative to shed more light on best diversity management practices, workplace etiquette of this under-represented group of employees and their interaction with their co-workers.

This study’s results provide insight into areas of exploration that can significantly enhance the scholarship on diversity management in the hospitality and tourism literature.

Shows how the US economy has witnessed both a massive influx of immigrant workers and a sharp decline in organized labour. Examines the struggles of Latino workers in Los Angeles, USA and shows just how immigrant workers and labour unions have a complicated relationship there. Explains how the problems were eventually eased.

Two cases recently decided by the U.S. Supreme Court will likely determine the future direction of U.S. higher education. The cases Grutter v. Bollinger and Gratz v. Bollinger challenge the legality of affirmative action programs in the University of Michigan Law School and in the University of Michigan Undergraduate College. The plaintiffs, supported by the Center for Individual Rights and other conservative organizations, contend that the University of Michigan's affirmative action programs engage in “reverse discrimination” by favoring Black and Latino students for admission over equally or better qualified white students. The University of Michigan, joined by a broad coalition of universities, corporations, and social activist organizations, reject characterizations of affirmative action programs in the Law School and Undergraduate College as “racial preferences” or “racial quotas.” Instead, the University argues that race is but one of several factors legitimately considered in the effort to assemble a diverse student body where the educational benefits of diversity are maximized.

This chapter uses critical race theory (CRT) and postcolonial lenses to critique the postrace concept and organizational power differentials mirroring an ethnically coded society. CRT reminds us that despite antidiscrimination laws around the globe, employers still normatively pursue workplace homogeneity; not necessarily a racist impulse, but in an effort to promote perceived organizational efficiency. Understanding how organizations have become hard-wired to perpetuate White privilege helps to dismantle systemic barriers which continue to stand between people of color and an ability to reach their full human potential at work.

Understanding of power and difference in organizations requires consistent diligence. Using ethnic diversity primarily as a means for advancing profit generation motives rather than as an opportunity to advance social justice, too many multinational corporations offer mere lip service to ethnic diversity. For example, organizations tend to imagine that they are more ethnically diverse than they really are and enable prejudice, racism and microagressions against people who constitute ethnic minorities. Among social researchers, attention to ethnic difference requires careful and consistent attention as well. Because skin color ranks among the most visible of social identity dimensions, diversity and ethnicity/race erroneously are considered synonymous and skin color becomes some default condition for diversity in social research studies. Chapter 5 explores these important subthemes: interrogating Whiteness and navigating diversity at work; exposing the “requisite variety” concept for its homophily thesis roots; examining effects of “othering,” liminal spaces and tokenism; racism and microaggressions have gone underground; and intersectionality of ethnicity with other social identity dimensions.

Diversity management is of great importance in the hospitality industry, resulting in a host of constructive consequences if managed effectively. However, there is a deficiency of investigation surrounding the outcomes of diversity management on the employees' attitudes and behavior in the hospitality industry. This research sought to investigate the influence of diversity management on workers' performance and conduct in the hospitality industry.

This quantitative study used survey data from 565 hospitality industry employees. Structural equation modeling was used to test the relationships from the research model.

This study identified a relationship between diversity management and positive workforce-related outcomes, including job performance, service innovation behavior and employee engagement in the hospitality industry.

The findings of this study will push the confines of diversity management scholarship and initiate new paths of academic inquiry. Hospitality industry managers can also identify the benefits of effective diversity management as a consequence of this study.

This research contributes to the growing literature on diversity management as an essential aspect of human resources management in promoting positive employee attitudes and behaviors.