Cathay Pacific Airways: Service Straight from the Heart Harvard Case Solution & Analysis

In 1993, in the cockpit, Cathay Pacific Airways, the flag carrier of Hong Kong, went to large-scale strikes, which damaged the morale of the crew. Peter Buecking was named general manager in-flight services in 1995. With his flight service strategy, he restored the morale of the crew and improve the service flight. With the onset of the Asian economic crisis in 1997, Cathay Pacific's revenue declined and profit fell. Inflight Services (ISD) has been under tremendous pressure to cut costs. At the same time, Buecking was promoted and moved ISD. How would his successor ISD go about reducing costs while maintaining the morale of the crew and the quality of the flight? "Hide
by Gerard Tocquer, Eva YH Kwan Source: University of Hong Kong, 25 pages. Publication Date: January 1, 1999. Prod. #: HKU019-PDF-ENG

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