How and when diversity management promotes proactive customer service performance: the roles of psychological safety, psychological empowerment, and proactive personality

Key Points

• Diversity management significantly improves proactive customer service performance, impacting overall business success.
• Psychological safety emerged as a key factor enhancing the effectiveness of diversity initiatives.
• The study examined the relationship through a survey of employees and management across various sectors.
• Diversity management practices may enable more engaged and responsive customer services in diverse teams.