BUS News

HKBU Department of Marketing’s partnership community engagement programme to foster a culture of “quality customer service begins with appreciation”

30 Apr, 2019
img The HKBU Department of Marketing has partnered with Ocean Park Hong Kong and the Hong Kong Association of Customer Service Excellence to teach secondary school students about the importance of customer service appreciation and its links to service quality.

The community engagement initiative is part of the HKSAR Education Bureau's Business-School Partnership Programme (BSPP) which aims to help young people in Hong Kong to improve their life planning skills. The BSPP is supported by district school head associations, the Federation of Parent-Teacher Associations and other organisations. A total of around 110 Secondary Four to Six students joined the first event, "Exploring Service Industry - Appreciation Drives Service Excellence", to promote the culture of service appreciation.

This initiative followed a joint survey conducted by the Department of Marketing and the Hong Kong Association of Customer Service Excellence last year, in which findings suggested that service quality is related to positive customer feedback.
 
Dr. Henry Fock, Head of the Department of Marketing, expects that participating students will have a chance to explore the industry further and experience the highs and lows of the service industry through this series of activities, and get to understand that as customers, their showing of recognition to service staff would encourage them to perform even better, which means a higher quality of service for customers. “It’s a win-win situation and a great demonstration of an 'upward spiral effect' in marketing practice," Dr. Fock said.
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