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Cathay Pacific Airways: Service Straight from the Heart    
 
Product Ref: 99/25C Company: Cathay Pacific Airways Limited

Product Type: Case Industry: Transportation

Related Product(s): Teaching Note
Authors: Gerard Tocquer   Eva Kwan
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, Inflight Services in 1995. With his inflight services strategy, Peter Buecking 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, Peter Buecking received a promotion and left ISD. How would his successor in ISD go about cutting costs while maintaining cabin crew's morale and the quality of inflight services?
Functional Area : Human Resource Management
Marketing

Issues: Service Leadership, The Service-profit Chain, Organisational Climate and Culture
Length: 25 pages Country: Hong Kong SAR

Pub. Year: 1999 Level of Difficulty: 1
         
This product type is available in the following language(s):      English   Simplified Chinese
         
Related Information: http://www.cathaypacific.com/
 
This case is UGC funded.
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Case (99/25C) HK$58 / US$7.5
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