Optimizing benefits of cultural diversity in Australian healthcare sector

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Australian society and workplaces are increasingly becoming culturally diverse with growing numbers of immigrants from culturally and linguistically diverse (CaLD) backgrounds. However, it is not clear to what extent this diversity is being harnessed to improve organisational performance by leveraging the diverse range of knowledge and skills of CaLD customers and employees. This project aims to use social identity theory and role theory to develop a comprehensive conceptual model for the process by which organisations identify, acknowledge, engage, accept, and adapt to cultural and linguistic diversity among their customers and employees. We also plan to test this model with data from customers and employees in Australian service sector.