Impact of Globalization on Customer Service in British Airways Heathrow
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Running head: ASSESSMENT
ASSESSMENT
Name of the Student
Name of the University
Author Note
ASSESSMENT
Name of the Student
Name of the University
Author Note
1ASSESSMENT
Table of Contents
Unit 11.............................................................................................................................................4
Topic: How the Globalization will affect and bring changes in customer service of British
Airways Heathrow.........................................................................................................................4
Introduction....................................................................................................................................4
Aims and objectives of the research............................................................................................5
Literature and Reviews.................................................................................................................5
Globalization................................................................................................................................5
Factors impacting Globalization..................................................................................................6
Customer service.........................................................................................................................7
Factors impacting customer service.............................................................................................8
Methodology...................................................................................................................................9
Research design...........................................................................................................................9
Methods of data collection.........................................................................................................10
Analyze data.................................................................................................................................10
Findings........................................................................................................................................12
Bibliography.................................................................................................................................13
Table of Contents
Unit 11.............................................................................................................................................4
Topic: How the Globalization will affect and bring changes in customer service of British
Airways Heathrow.........................................................................................................................4
Introduction....................................................................................................................................4
Aims and objectives of the research............................................................................................5
Literature and Reviews.................................................................................................................5
Globalization................................................................................................................................5
Factors impacting Globalization..................................................................................................6
Customer service.........................................................................................................................7
Factors impacting customer service.............................................................................................8
Methodology...................................................................................................................................9
Research design...........................................................................................................................9
Methods of data collection.........................................................................................................10
Analyze data.................................................................................................................................10
Findings........................................................................................................................................12
Bibliography.................................................................................................................................13
2ASSESSMENT
Unit 11
Topic: How the Globalization will affect and bring changes in customer service of British
Airways Heathrow.
Introduction
The Globalization can be rightfully described as a process which has brought about the
different businesses as present around the globe closer to one another and has also gone a long
way in contributing the overall international trade which takes place. In regard to this, it can also
be mentioned that, globalization has not only assisted in giving a boost to the overall trade
dynamics as present around the globe but in fact has also created a business environment with
varied cultures1. These cultures have been successful in bringing the different people together
and helping the firm to attain its overall objectives. In line of this, it can be rightfully mentioned
that, although the overall offerings which are made by the firm to the different employees have
increased considerably, the overall expectations of the different customers as present have also
increased considerably. In line of this, it needs to be rightfully understood that, the different
customers now prefer high standardized services which was not expected by them earlier. In line
of this, it can be rightly mentioned that the focus of this report will lie on the impact of
Globalization on the customer service as provided by the British Airways Heathrow in the
United Kingdom. The report will follow a systematized format which will be divided into
1 Chen, Rachel JC. "From sustainability to customer loyalty: A case of full service hotels’ guests." Journal of
Retailing and Consumer Services 22 (2015): 261-265.
Unit 11
Topic: How the Globalization will affect and bring changes in customer service of British
Airways Heathrow.
Introduction
The Globalization can be rightfully described as a process which has brought about the
different businesses as present around the globe closer to one another and has also gone a long
way in contributing the overall international trade which takes place. In regard to this, it can also
be mentioned that, globalization has not only assisted in giving a boost to the overall trade
dynamics as present around the globe but in fact has also created a business environment with
varied cultures1. These cultures have been successful in bringing the different people together
and helping the firm to attain its overall objectives. In line of this, it can be rightfully mentioned
that, although the overall offerings which are made by the firm to the different employees have
increased considerably, the overall expectations of the different customers as present have also
increased considerably. In line of this, it needs to be rightfully understood that, the different
customers now prefer high standardized services which was not expected by them earlier. In line
of this, it can be rightly mentioned that the focus of this report will lie on the impact of
Globalization on the customer service as provided by the British Airways Heathrow in the
United Kingdom. The report will follow a systematized format which will be divided into
1 Chen, Rachel JC. "From sustainability to customer loyalty: A case of full service hotels’ guests." Journal of
Retailing and Consumer Services 22 (2015): 261-265.
3ASSESSMENT
different sections whereby each section will focus on how the globalization will be effecting the
customer service as provided by the different organizations.
Aims and objectives of the research
The aims and objectives of the research can be stated to be as follows:
To understand the impact of globalization on the customer service as provided by the
British Airways Heathrow
To evaluate the manner in which globalization has had a considerable impact on the
overall customer service as provided by the British Airways in Heathrow
To find the relation between the globalization in the workplace and the customer service
at the organization
To recommend ways in which the globalization improves the overall customer service
which takes place at the British Heathrow airport.
Literature and Reviews
Globalization
The Globalization can be rightfully defined as a procedure of interaction and integration
which tends to take place between the different people as well as different companies worldwide.
Although the procedure is often understood to be a complex procedure, it needs to be rightfully
understood that, it helps in capital expansion which then goes a long way in ensuring that the
firms will be able to ensure long term success2. In line of this, it can be rightfully mentioned that,
2 Wunderlich, Jens-Uwe. Regionalism, globalisation and international order: Europe and Southeast Asia.
Routledge, 2016.
different sections whereby each section will focus on how the globalization will be effecting the
customer service as provided by the different organizations.
Aims and objectives of the research
The aims and objectives of the research can be stated to be as follows:
To understand the impact of globalization on the customer service as provided by the
British Airways Heathrow
To evaluate the manner in which globalization has had a considerable impact on the
overall customer service as provided by the British Airways in Heathrow
To find the relation between the globalization in the workplace and the customer service
at the organization
To recommend ways in which the globalization improves the overall customer service
which takes place at the British Heathrow airport.
Literature and Reviews
Globalization
The Globalization can be rightfully defined as a procedure of interaction and integration
which tends to take place between the different people as well as different companies worldwide.
Although the procedure is often understood to be a complex procedure, it needs to be rightfully
understood that, it helps in capital expansion which then goes a long way in ensuring that the
firms will be able to ensure long term success2. In line of this, it can be rightfully mentioned that,
2 Wunderlich, Jens-Uwe. Regionalism, globalisation and international order: Europe and Southeast Asia.
Routledge, 2016.
4ASSESSMENT
economically and culturally the globalization has been successful in ensuring that the overall
capital, technology and liberalization of the markets will increase successfully. Moreover, the
quality of good as given to the different customers in addition to the, expectations of the
customers have increased considerably.
Factors impacting Globalization
As understood previously, the globalization can be stated to be the increasing
interdependence which tends to take place between the different people as present in the different
locations around the globe3. The globalization began with a simple phenomenon related to Travel
which meant that, the regions were mostly economically self-sufficient and the foods and other
items were produced locally. However, as the travel increased, the overall concept of sourcing
goods from outside locations also increase accordingly. It needs to be understood that there are
various factors influencing Globalization and these factors can be identified as follows.
Improvement in the overall communication technologies
The globalization has been greatly influenced by the overall communication and
technologies as it has assisted the different businesses to ensure that they are successfully able to
remain in touch with one another and in addition to this, they are also able to see to it that, the
business is largely successful in attaining long term success due to the development of the
communication and related artificial intelligence4.
The concept of multinational organizations
3 Silverman, David, ed. Qualitative research. Sage, 2016.
4 Potrafke, Niklas. "The evidence on globalisation." The World Economy 38.3 (2015): 509-552.
economically and culturally the globalization has been successful in ensuring that the overall
capital, technology and liberalization of the markets will increase successfully. Moreover, the
quality of good as given to the different customers in addition to the, expectations of the
customers have increased considerably.
Factors impacting Globalization
As understood previously, the globalization can be stated to be the increasing
interdependence which tends to take place between the different people as present in the different
locations around the globe3. The globalization began with a simple phenomenon related to Travel
which meant that, the regions were mostly economically self-sufficient and the foods and other
items were produced locally. However, as the travel increased, the overall concept of sourcing
goods from outside locations also increase accordingly. It needs to be understood that there are
various factors influencing Globalization and these factors can be identified as follows.
Improvement in the overall communication technologies
The globalization has been greatly influenced by the overall communication and
technologies as it has assisted the different businesses to ensure that they are successfully able to
remain in touch with one another and in addition to this, they are also able to see to it that, the
business is largely successful in attaining long term success due to the development of the
communication and related artificial intelligence4.
The concept of multinational organizations
3 Silverman, David, ed. Qualitative research. Sage, 2016.
4 Potrafke, Niklas. "The evidence on globalisation." The World Economy 38.3 (2015): 509-552.
5ASSESSMENT
The concept of multinational organizations has increased considerably and in line of this,
it can be rightfully understood that this rise in the different multinational organizations had led to
a considerable increase in the overall globalization which has taken place and increased the
overall connection with one another.
Increased standards of living
The increased standards of living of the different individuals has also led to a
considerable increase in the overall globalization which takes place in different parts of the
globe. As the income of the different individuals has increased considerably. It has led to an
overall increase of the different resources which the people have with themselves and in addition
to this, the overall globalized interaction of the different individuals with one another has also
increased to a great extent.
Customer service
The customer service can be stated to be the overall service which is provided by the firm
to the customer. This means that, it is the overall aim of the firm to ensure that their customers
enjoy a memorable stay in the workplace and in line of this, it can be considered to be relatively
important for the firm to see to it that, they are being able to provide the right kind of products to
the different customers and in addition to this, their post purchase experience also needs to be
satisfactory in nature. In line of this, it has to be understood that the concept of customer service
goes beyond the traditional telephone support agent, and is now extended to email, web services
and other such online portals also which help to ensure that the customer support is extended to
the different customers in the right manner5. The customer service is understood to have a big
5 Krugman, Paul. "Crises: The price of globalisation?." Economics of Globalisation. Routledge, 2017. 31-50.
The concept of multinational organizations has increased considerably and in line of this,
it can be rightfully understood that this rise in the different multinational organizations had led to
a considerable increase in the overall globalization which has taken place and increased the
overall connection with one another.
Increased standards of living
The increased standards of living of the different individuals has also led to a
considerable increase in the overall globalization which takes place in different parts of the
globe. As the income of the different individuals has increased considerably. It has led to an
overall increase of the different resources which the people have with themselves and in addition
to this, the overall globalized interaction of the different individuals with one another has also
increased to a great extent.
Customer service
The customer service can be stated to be the overall service which is provided by the firm
to the customer. This means that, it is the overall aim of the firm to ensure that their customers
enjoy a memorable stay in the workplace and in line of this, it can be considered to be relatively
important for the firm to see to it that, they are being able to provide the right kind of products to
the different customers and in addition to this, their post purchase experience also needs to be
satisfactory in nature. In line of this, it has to be understood that the concept of customer service
goes beyond the traditional telephone support agent, and is now extended to email, web services
and other such online portals also which help to ensure that the customer support is extended to
the different customers in the right manner5. The customer service is understood to have a big
5 Krugman, Paul. "Crises: The price of globalisation?." Economics of Globalisation. Routledge, 2017. 31-50.
6ASSESSMENT
impact on the overall bottom line of the firm. In line of this, it also has to be understood that, the
customer service was able to increase the customer satisfaction of the different firms as well.
Moreover, as agreed by Hanson et al. (2016), the customer service can have a long term impact
on the overall reputation of the workplace and hence, the customer service plays a crucial role in
the dimension of the firm.
Factors impacting customer service
As understood, the customer service can be stated to be an important aspect, in an
organization and if any organization needs to ensure that they want to improve the customer
service, they will be required to improve upon the same6. In the following section, the overall
factors impacting the customer service can be stated to be as follows.
Level of communication
The level of communication can also be understood to be a crucial aspect, which has a
strong impact on the overall customer service which is provided to the different customers. This
means that, as the organization wants to ensure that, they are being able to serve the different
customers in the right manner and also be able to maintain a sound system of communication
with them in the long run which enable them to communicate with the customers in the right
manner.
Technological advancement
6 Mowforth, Martin, and Ian Munt. Tourism and sustainability: Development, globalisation and new tourism in the
third world. Routledge, 2015.
impact on the overall bottom line of the firm. In line of this, it also has to be understood that, the
customer service was able to increase the customer satisfaction of the different firms as well.
Moreover, as agreed by Hanson et al. (2016), the customer service can have a long term impact
on the overall reputation of the workplace and hence, the customer service plays a crucial role in
the dimension of the firm.
Factors impacting customer service
As understood, the customer service can be stated to be an important aspect, in an
organization and if any organization needs to ensure that they want to improve the customer
service, they will be required to improve upon the same6. In the following section, the overall
factors impacting the customer service can be stated to be as follows.
Level of communication
The level of communication can also be understood to be a crucial aspect, which has a
strong impact on the overall customer service which is provided to the different customers. This
means that, as the organization wants to ensure that, they are being able to serve the different
customers in the right manner and also be able to maintain a sound system of communication
with them in the long run which enable them to communicate with the customers in the right
manner.
Technological advancement
6 Mowforth, Martin, and Ian Munt. Tourism and sustainability: Development, globalisation and new tourism in the
third world. Routledge, 2015.
7ASSESSMENT
The technological advancement also has a great role to play in the customer service as
due to the increased digitalization, it becomes considerably important to make use of internet and
other such mediums to reach out to the different customers as possible which allows them to
engage in long term success7.
Employee satisfaction
The employee satisfaction also has a major role to play in the overall development of the
technology and related aspects. Moreover, if the employees are satisfied with the firm, then in
line of this, they will be willing to pay additional attention to the different consumers and thereby
increase the brand name of the firm in the long run.
Methodology
Research design
The research design can be stated to be the manner in which the overall research is
presented to the readers which will enable them to understand the different aspects of the overall
research to be carried out8. In addition to this, it needs to be understood that, the research design
which will be followed in this approach will be descriptive in nature. In line of this, it can be
rightfully mentioned that, the explanatory research design will help in understanding the overall
impact of globalization on the customer service in a better manner.
7 Jung, Na Young, and Yoo-Kyoung Seock. "The Effects of Customer Age on Service Recovery Evaluation Process
in Retail." (2017).
8 Kumar, Ranjit. Research methodology: A step-by-step guide for beginners. Sage Publications Limited, 2019.
The technological advancement also has a great role to play in the customer service as
due to the increased digitalization, it becomes considerably important to make use of internet and
other such mediums to reach out to the different customers as possible which allows them to
engage in long term success7.
Employee satisfaction
The employee satisfaction also has a major role to play in the overall development of the
technology and related aspects. Moreover, if the employees are satisfied with the firm, then in
line of this, they will be willing to pay additional attention to the different consumers and thereby
increase the brand name of the firm in the long run.
Methodology
Research design
The research design can be stated to be the manner in which the overall research is
presented to the readers which will enable them to understand the different aspects of the overall
research to be carried out8. In addition to this, it needs to be understood that, the research design
which will be followed in this approach will be descriptive in nature. In line of this, it can be
rightfully mentioned that, the explanatory research design will help in understanding the overall
impact of globalization on the customer service in a better manner.
7 Jung, Na Young, and Yoo-Kyoung Seock. "The Effects of Customer Age on Service Recovery Evaluation Process
in Retail." (2017).
8 Kumar, Ranjit. Research methodology: A step-by-step guide for beginners. Sage Publications Limited, 2019.
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