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商品編號： HKU019 出版日期： 1999/01/01 作者姓名： Tocquer, Gerard;Kwan, Eva Y.H. 商品類別： Service management 商品規格： 25p 再版日期： 地域： Hong Kong 產業： Airlines 個案年度： 1997 - 1997
商品敘述：
In 1993, the cabin crew of Cathay Pacific Airways, Hong Kong''s flag carrier, went on a large-scale strike, which damaged crew morale. Peter Buecking was appointed general manager of inflight services in 1995. With his inflight service strategy, he restored the morale of cabin crew and improved the quality of inflight services. With the onset of the Asian economic crisis in 1997, Cathay Pacific''s revenues dwindled and profits declined. Inflight Services Department (ISD) was under tremendous pressure to cut costs. At the same time, Buecking received a promotion and left ISD. How would his successor in ISD go about cutting costs while maintaining the cabin crew''s morale and the quality of inflight services?
涵蓋領域：
Morale;Organizational change;Service management
相關資料：
Case Teaching Note, (HKU045), 11p, by Gerard Tocquer, Eva Y.H. Kwan
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