Impact of diversity training on employees and consumers: A review and research agenda

Abstract

Abstract Diversity training (DT) is the most popular and effective tool for inclusion in the workplace, as evident from the growing research and investment interest. However, existing reviews have several limitations, including the absence of discussion on how and why DT can significantly impact consumer experiences. The current study utilizes a hybrid review combining systematic literature analysis with a theory‐context‐methodology framework to highlight future research directions. Two hundred fifty‐nine articles were screened using the SPAR‐4‐SLR protocol to select 48 articles which were then analysed to delineate the impact of DT on the employees and its impact on the consumer experience. The research findings demonstrate an overall positive impact of the training on employee‐related factors and underscore gaps in methodology, theory engagement and contextualization. Future research directions, including suggestions and propositions for developing DT for enhancing consumer experiences, are delineated.

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