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Some companies, such as Singapore Airlines, make a deliberate effort for customer contact personnel to be of the same ethnic group (Singapore natives). How justified is this practice in an era of cultural diversity and valuing differences? Explain.

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Some companies, such as Singapore Airlines, make a deliberate effort for customer contact personnel to be of the same ethnic group (Singapore natives). How justified is this practice in an era of cultural diversity and valuing differences? Explain.

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This practice is not beneficial for the company in today's era where customer satisfaction and quality of services holds the key to success. ...

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Sandeep Bardia, MBA
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  • BCom, SGTB Khalsa College, University of Delhi
  • MBA, Rochester Institute of Technology
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