Purpose – The purpose of this paper is to highlight employee diversity at the workplace level in a MNC, and consider its impact upon management attempts to promote a global corporate culture. Design/methodology/approach – The investigation took the form of an ethnographic...

Considers management views on the operation of quality management (QM) strategies in two service sector organizations, financial services and hotel and catering – based on open‐ended interviews with managerial staff. Considers some of the soft/HRM aspects of quality management. Finds that...