The Service Excellence Management Report - Research Paper Example

It is clear from analysis that the management of Cathay Pacific Airlines is operating with the vertical organizational structure. Moreover, the organization is focusing on too much centralization in its decision making and strategy development process. Employee management has become one of the biggest challenges for the management of the organization. Too much centralization and flatter organization structure is affecting the motivation level 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 overcome the contemporary issues. Service excellence can be considered as an attitude that engrained in each and every organization. It begins and ends with people within the organization. Global business environment has become highly competitive as several 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 level and customer satisfaction level are the three major aspects in service excellence. In this present era of globalization, consumers always expect better service from the organizations beyond high quality products. It is true that, demand 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