The nexus between Online Diversity Awareness Training and Internal Service Delivery at MNE subsidiaries in emerging markets : a structural equation approach

Abstract

In recent times the domain of diversity awareness has developed as a significant area for the leadership of MNE organisations in emerging markets.This study was conducted to determine the nexus between online diversity awareness training programs and internal service delivery at a selected ICT MNE subsidiary in South Africa. The study will inform decision makers on the most preferred contents for online diversity awareness training, as well as the impact it has on improving internal service delivery at MNE in emerging markets. A quantitative study was conducted consisting of an electronic questionnaire circulated to n=159. Structural equation modelling detected that there is a strong congruency between internal and external online diversity awareness training topics, which were furthermore found to be good indicators for improving internal service delivery. The most defensible internal diversity awareness training topics to include in an online program were found to be ethnicity, race, age, and gender, whilst results for external diversity awareness topics favoured family status, socio-economic status, and geographic location. The results also reveal that internal service delivery topics that are beneficial to emphasise in an online diversity awareness training program in the context of MNE subsidiaries includes the alignment to strategic objectives, developing a service culture, recognition for service delivery, and communication. The study recommends that MNE subsidiaries in emerging markets should align online diversity awareness training programs to service delivery.