Impact of Globalization on Customer Service in British Airways Heathrow

Running head: ASSESSMENT
ASSESSMENT
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1ASSESSMENT
Table of Contents
Unit 11.............................................................................................................................................2
Topic: How the Globalization will affect and bring changes in customer service of British
Airways Heathrow.........................................................................................................................2
Introduction....................................................................................................................................2
Aims and objectives of the research............................................................................................3
Literature and Reviews.................................................................................................................3
Globalization................................................................................................................................3
Factors impacting Globalization..................................................................................................4
Customer service.........................................................................................................................5
Factors impacting customer service.............................................................................................6
Methodology...................................................................................................................................7
Research design...........................................................................................................................7
Methods of data collection...........................................................................................................8
Analyze data...................................................................................................................................8
Findings........................................................................................................................................10
Bibliography.................................................................................................................................11

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.

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.