Student Resource
Scandura, Essentials of Organizational Behavior, 3e
SAGE Publishing, 2022
Case Notes
Chapter 13: Diversity and Cross-Cultural Adjustments
Case 13.1: American Airlines: Supporting the LGBTQ Community
Case Description
American Airlines is one of the largest airlines in North America. During the Covid-19
pandemic, the airline still had over 100,000 employees. Since a lapse in treatment of LGBTQIA+
individuals in the early 1990’s the airline has been at the forefront of diversity and inclusion in
Learning Objectives:
13.1: Compare and contrast surface-level and deep-level diversity.
13.2: Name the characteristics of five generations at work, and describe how millennials will
affect organizations.
13.3: Explain why culture is important for understanding organizational behavior (OB).
Question & Answers
1. Consider what may have happened if American Airlines had not responded as they did
in 1994. What are other ways American Airlines could have responded, and what might
that have resulted in?
Ans: With regards to the case of pillows and blankets being changed, there was surely a lack of
Student Resource
Scandura, Essentials of Organizational Behavior, 3e
SAGE Publishing, 2022
2. Imagine yourself as an LGBTQIA+ employee at American Airlines in 1993. What are
the concerns you would want addressed? How would you want American Airlines to
respond? What sort of strategies might you employ to make sure American Airlines hears
your perspective?
Ans: I would want my company to know that I am an individual that will have characteristics
outside of stereotypes around LGBTQ employees. I want my colleagues to be able to understand
misinformation about the gay community and what is valid information so that instances like the
3. What are the implications of taking a side on a social issue? What are the implications of
not taking a side on a diversity issue? What considerations should leaders take into
account?
Ans: The implications of taking a side could include positive things like supporting a fellow
colleague or ensuring that corrective action is taken, but it can also lead to alienating employees
who might disagree or have other concerns. What could happen in this instance is that some
Note:
In this guide, some suggested answers are provided. Most of these questions are there to make
students think and interrelate concepts from the current and previous chapters and, hopefully, to