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Customer Service Management for Tourism and Management

   

Added on  2020-09-08

12 Pages4003 Words40 Views
Customer Service Managementfor tourism and management

Table of ContentsINTRODUCTION ..........................................................................................................................3TASK 1............................................................................................................................................3TASK 2............................................................................................................................................3CONCLUSION..............................................................................................................................10REFERENCES................................................................................................................................1

INTRODUCTION Customer service management refers to the process of supply chain management thatrepresents the company who face to customer. It is an important point of contact to providegoods & service agreements created by consumer groups as part of client relationshipmanagement process (Clemes, Gan and Ren, 2011). It is the term which refers strategies,technologies and policies that firm utilize to manage and evaluate customer data & interactionthroughout the life cycle. The present assignment is based on Eden Project which deals intransformation of desolate pit into educational treasure. The report includes Hofsted's modelrelated to cultural dimensions as well as determination and exploration of important differencesbetween British and Chinese consumer behaviour. Apart from this, on this basis of behaviour ofconsumers, considerations that Eden project management must make to marketing mix in orderto adjust to local culture in china and improve service encounters is included in this project. TASK 1TASK 2A) Using Hofstede's Model of cultural dimension, identify and explore the key differencesbetween Chinese and British consumer behaviourHofstede's Model of cultural dimensions theory is a framework for cross-culturalcommunication, proposed by Geert Hofstede's. The model defines the effects of society's cultureon the values of its members and along with this it also determines how these values are relatedwith their behaviour, using a structure derived from factor analysis. The model is mainly used bybusiness enterprise as it describe the relationship that exist between behaviour and value, withthe assistance of a structure rely on factor analysis. In simpler words, this framework studiesimportant elements of culture and provides them a ranking or rating on a comparison scale.These value have not only influence how people with diverse cultural background behave butalso signifies the manner in which they behave when placed in a work-associated context. As per the give case study, Eden Projects has signed a historic agreement with JinmoaHolding, a real estate developer in China. The main aim of this project is to further Eden'smission and transform an environmentally damaged sites into the new high tech and latest zoneof Qingdao into a new Eden Project. The theme they have chosen is water in all forms whichmakes it look more attractive and ravishing (Edward and Sahadev, 2011). For successfulimplementation of their project, there are various aspects that that they need to be undertaken by

them such the customer behaviour, power distance, availability of resources etc. The modelcovers six main cultural dimension which are discussed below:Power Distance: This define the extent or limit to which less powerful people oforganization accept and expect that power is unequally distributed among them. It refersto the degree of inequality that is available and accepted among the one who has powerand the one without power. High PDI score signifies that society is accepting unfair orunequal hierarchical distribution of power so that people can exactly understand theirplace in the system (Ganguli and Roy, 2011). The power of each and every person varyfrom one another. On the other hand, Low PDI means where all employees andsupervisors are considered as almost equals. As per the given case study, Eden Projectwants to open their next project in China. However they need to explore key differencesbetween British and Consumer behaviour which might directly or indirectly affect theexecution of the project. Here the significant difference is Chinese create more complexhierarchies which may cause hindrance in project implementation. There is high PDIexist in China which means that their Government delegate power as per the abilities ofthe individuals. On the contrary, Government grant power equally among supervisor andemployees so equal and fair opportunities are given to employees which makes theirwork easy and reduce complexities. According to this model, in a high PDI country asChina, team member will not initiate or take any step on their own until and unless theyget any guidance or direction from Government. In addition to that, if Chinese managersdoes not take the step this signifies that they are not considering that task important ornecessary to complete. Uncertainty Avoidance: This step describes about the methods through which peoplecan deal with stress and anxiety. Chinese people try think they can make their lifepredictable and they can control their own lives. Through this they can deal with stressand tension as compared to Britain. In China people mainly focuses on the riskybehaviour so that they can reduce the risks as compared to Britain. It is suitable conditionto establish Eden project in China. In this Chinese people can take conservative decisionsso that they can solve all their problems as compared to Britain. They are rigid meansthey cannot take decision in every situation (Grissemann, and Stokburger-Sauer, 2012).They have follow all rules and regulations and conventions given by society so hence

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