Stakeholder backlash over a DEI initiative in the retail banking setting / George Panayiotou.

Format:

Book

Author/Creator:

Panayiotou, George, author.

Series:

SAGE business cases.

SAGE business cases

Language:

English

Subjects (All):

Diversity in the workplace--Case studies.

Diversity in the workplace.

Customer relations--Management--Case studies.

Customer relations.

Physical Description:

1 online resource : illustrations.

Place of Publication:

London : SAGE Publications: SAGE Business Cases Originals, 2026.

Summary:

Charlie (pseudonym) is a senior banking executive in a leading global retail bank with branches in more than six countries. The bank is a known player within the industry for its high customer care ethos and commitment to diversity, equity, and inclusion (DEI) causes. Charlie, an LGBTQ+ activist and chair of the organization's related staff group, champions DEI in the workplace. In line with the bank's long-standing commitment to progressive issues, the CEO empowered Charlie to promote and oversee the implementation of DEI initiatives across all branches. The case revolves around Charlie's decision-making experiences while navigating public backlash from some of the bank's customers over implementing their DEI initiative relating to a socially contentious issue. One of Charlie's recommendations was to include employees' pronouns on name tags. However, this initiative was met with resistance from some individual clients. The backlash escalated on social media, with client-stakeholders accusing the bank of going woke for aligning with progressive social causes. Students will step into Charlie's role, employing the Responsible Leadership Framework to navigate backlash for DEI initiatives while balancing personal beliefs, organizational goals, and stakeholder expectations. This case encourages learners to critically evaluate decision-making processes for implementing DEI initiatives amid backlash in financial organizations and effectively manage stakeholders across organizational settings while promoting and safeguarding organizational values.

Notes:

Description based on XML content.

ISBN:

1-0719-1099-X

9781071910993

OCLC:

1569209142

Publisher Number:

T298018