The Impact of Language Diversity Appreciation on Social Inclusion through Communicative Confidence and Cultural Sensitivity in the Public Service Sector: Evidence from a Developing Country

Abstract

This paper seeks to discuss how Language Diversity Appreciation (LDA) influences Social Inclusion (SI) with reference to the mediating factors of Communicative Confidence (CC) and Cultural Sensitivity (CS) between the users of the public services in Jordan. A survey of 314 people who have encountered public service institutions in Jordan in the last one year was carried out. The relationships among LDA, CC, CS and SI were analyzed using structural equation modeling (SEM) that utilized the AMOS v.26 program. The results show that LDA has no significant direct effect on SI. Nevertheless, LDA plays a major role in CC and CS, which are significant mediators in the correlation between LDA and SI. Although this study contributes to the current knowledge of the language diversity in the context of the developing country, the use of structured questionnaires could potentially reduce the potential to gain deeper insights into the lived experiences of the individuals. In practice, the findings pinpoint the significance of promoting CC and CS to promote inclusive public service environments. This study offers a new perspective on the mediating role of CC and CS in the relationship between LDA and SI. By focusing on these socio-cultural mediators, the study extends existing knowledge on how language appreciation shapes inclusive interactions. The results contribute to a deeper understanding of the indirect pathways through which LDA influences SI and provide actionable insights for policymakers and administrators in the public service sector.