ETHNIC DIVERSITY AS A NECCESITY FOR SERVICE DELIVERY IN SELECTED COMMERCIAL BANKS IN RIVERS STATE, NIGERIA

Abstract

The growth of multi-cultural in organizations today comes as a result of the increase of different cultures in society and it thus spread through the ancestral, educational, and religious circles. Watzon, et al (2012) posits that the increase in performance of teams comes as a result of the diverse cultural composition of employees and this was seen as the benefit of embracing various ethnical perceptions for finding solutions to problems and enhancing the outcome of team members after they have learned ways in which they can make use of their dissimilarities for their advantage. According to Harrison & Klein (2007) firms can experience negative consequences of having demographic diversities like race/ ethnicity, nationality, gender, and age. It was important to note that individuals from the minority groups are more likely to be less satisfied with their jobs, less committed to the organization, have problems with their identities and feel or experience discrimination (Milliken & Martins, 2006). Nevertheless, as the minority group grows, most of the problems encountered tend to fade away. Based on the study of Timmermans, et. al (2011) ethnicity can stand as a replacement or substitute for cultural background and ethnic
dissimilarity can bring about positive creative and innovative performance among members as it expands the point of view of employees in the organization Every customer has an ideal expectation of the service they want to receive when the buy or a product or services. In today’s competitive business environment, the secret for success and survival was rest on service delivery (Yeun et al, 2018; Sim et al, 2015). service delivery measures how well a service is delivered, compared to customer expectation (Allison, 2016).