Cathay Pacific’s Value Chain
Cathay Pacific’s Value Chain
Operations
Cathay Pacific believes that their business is selling experience to the passengers. The emotional bonding with the passengers is the key to building loyalty and one of the major factors that encourage the customers to repurchase the airline products. The biggest difference of Cathay Pacific to its competitors is its people. The employees at Cathay Pacific are the ones who bridge the gap between product development and customer expectation. The passengers in Cathay Pacific always feel welcomed, appreciated and reassured.
Passengers that travel with Cathay Pacific know that they are in good hands. Service Straight from the Heart is a programme that aims to develop cultural change within the airline focused on improving customer service. Service is the principal means of differentiating between airlines and is highly influential in customer choice. Cathay Pacific has expressed within its programme its understanding of the importance of the people within the organization and its recognition of the contribution of those people to its success. Cathay Pacific provides excellent customer service by:
1. Creating a climate for positive behaviour
Cathay Pacific’s corporate culture instils in the employees the understanding of the company’s big picture. The corporate culture that the company has encourages innovation, constant improvement and personal responsibility. The service philosophy of Cathay Pacific – Service Straight from the Heart, encourages the employees to render quality service with human touch
2. Recruiting the right people and offering proper Training
Cathay Pacific uses a holistic approach for managing its people. Better understanding and continuous learning are achieved by involving the staff in the job rotation scheme. Each employee in Cathay Pacific is a flag bearer of the company. Every member of the Cathay Pacific family can represent the whole company
3. Continuous Improvement
Cathay Pacific always
Operations
Cathay Pacific believes that their business is selling experience to the passengers. The emotional bonding with the passengers is the key to building loyalty and one of the major factors that encourage the customers to repurchase the airline products. The biggest difference of Cathay Pacific to its competitors is its people. The employees at Cathay Pacific are the ones who bridge the gap between product development and customer expectation. The passengers in Cathay Pacific always feel welcomed, appreciated and reassured.
Passengers that travel with Cathay Pacific know that they are in good hands. Service Straight from the Heart is a programme that aims to develop cultural change within the airline focused on improving customer service. Service is the principal means of differentiating between airlines and is highly influential in customer choice. Cathay Pacific has expressed within its programme its understanding of the importance of the people within the organization and its recognition of the contribution of those people to its success. Cathay Pacific provides excellent customer service by:
1. Creating a climate for positive behaviour
Cathay Pacific’s corporate culture instils in the employees the understanding of the company’s big picture. The corporate culture that the company has encourages innovation, constant improvement and personal responsibility. The service philosophy of Cathay Pacific – Service Straight from the Heart, encourages the employees to render quality service with human touch
2. Recruiting the right people and offering proper Training
Cathay Pacific uses a holistic approach for managing its people. Better understanding and continuous learning are achieved by involving the staff in the job rotation scheme. Each employee in Cathay Pacific is a flag bearer of the company. Every member of the Cathay Pacific family can represent the whole company
3. Continuous Improvement
Cathay Pacific always