The Service Excellence Management Report Research Paper

The Service Excellence Management Report - Research Paper ExampleIt is clear from abbreviation that the management of Cathay Pacific Airlines is operating with the vertical organizational structure. Moreover, the organization is focusing on as well as much centralization in its decision making and strategy development touch on. Employee management has become unrivaled of the biggest challenges for the management of the organization. Too much centralization and flatter organization structure is affecting the motivation direct of employees, which can reflect in the customer service management process. The organization has adopted old industrial model. Therefore, they are failing to retain their skilled employees. Some recommendation plans have been provided in the report to cross the modern-day issues.Service truth can be considered as an attitude that engrained in each and every(prenominal) organization. It begins and ends with people within the organization. Global business environment has become highly competitive as several(prenominal) organizations within the industry are trying to implement unique strategies in business operation process in order to gain potential competitive advantages over the competitors. Customer experience, customer expectation take and customer satisfaction level are the three major aspects in service excellence. In this typify era of globalization, consumers always expect better service from the organizations beyond high quality products. It is true that, consider for high quality and differentiated services is increasing significantly among the consumers around the globe. Therefore, several organizations in this contemporary global business environment are looking to provide effective customer service in order to gain potential competitive advantages over the competitors. Effective customer service and service excellence of organizations highly depends upon the knowledge and skill of