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.

中文翻译：

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多元化培训对员工和消费者的影响：回顾和研究议程

多元化培训 (DT) 是最流行和最有效的融入工作场所的工具，这从日益增长的研究和投资兴趣中可以看出。然而，现有的评论有几个局限性，包括没有讨论 DT 如何以及为什么可以显着影响消费者体验。目前的研究采用混合综述，将系统文献分析与理论-背景-方法框架相结合，以突出未来的研究方向。使用 SPAR-4-SLR 协议筛选了 259 篇文章，从中选出 48 篇文章进行分析，以描述 DT 对员工的影响及其对消费者体验的影响。研究结果表明培训对员工相关因素的总体积极影响，并强调了方法上的差距，理论参与和语境化。描述了未来的研究方向，包括开发 DT 以增强消费者体验的建议和主张。