Cross-cultural differences aren’t just a problem for travelers, but also for the flights that carry them. All flights want to provide the best service, but ideas about good service are different from place to place. This can be seen most clearly in the way that problems are dealt with.
Some societies have “universalist” cultures. These societies strongly respect rules, and they treat every person and situation in basically the same way. “Particularist” societies, on the other hand, also have rules, but they are less important than the society’s unwritten ideas about what is right or wrong for a particular situation or a particular person. So the normal rules are changed to fit the needs of the situation or the importance of the person.
This difference can cause problems. A traveler from a particularist society, India, is checking in for a flight in Germany, a country which has a universalist culture. The Indian traveler has too much luggage, but he explains that he has been away from home for a long time and the suitcases are full of presents for his family. He expects that the check–in official will understand his problem and will change the rules for him. The check–in official explains that if he was allowed to have too much luggage, it wouldn’t be fair to the other passengers. But the traveler thinks this is unfair, because the other passengers don’t have his problem.
10. Often moving from one place to another makes people like Americans and Australians _______.
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