Media

Service quality in Hong Kong's service industry has become a hot topic of discussion recently. In the current challenging economic environment, employers across various sectors are aware of the issues, but how can they effectively support their employees and hence improve customer service quality?

To delve deeper into this issue, the Institute of Behavioural and Decision Science at HKU Business School, in collaboration with the Hong Kong Association for Customer Service Excellence, has conducted a comprehensive study on employee work stress and effectiveness of company interventions. The research findings indicate that employee stress has significantly increased post-pandemic, and the correlation between employee work stress and customer service quality cannot be overlooked.

The study was conducted during the COVID-19 pandemic and post-pandemic, collecting nearly a thousand responses from employees in both private and public sectors. Additionally, over 40 focus groups and in-depth interviews were conducted with employees at various levels to analyze the sources of employee stress and the actual effectiveness of company interventions.

The research press conference will be held on November 26, 2024 (Tuesday) at HKU iCube. Professor Chi Kin (Bennett) YIM, Stelux Professor in Marketing at HKU Business School; Professor Echo WAN, Associate Dean and Director of Institute of Behavioural and Decision Science at HKU Business School; and Professor Yiwen ZHANG, Associate Director of Institute of Behavioural and Decision Science at HKU Business School, will present the research findings and share effective strategies for supporting employee wellbeing. Mr. Derek CHOI, Chairman of Hong Kong Association for Customer Service Excellence; and Dr. Buston CHU, Honorary Advisor of Hong Kong Association for Customer Service Excellence, will discuss the new perspectives this research brings to Hong Kong's service industry. Also, representatives from Ocean Park Hong Kong and Canon Hong Kong will share their successful cases in enhancing employee wellbeing and service quality.

After the press conference, a roundtable interview will be arranged for media to engage with the speakers and conduct further in-depth interviews.

Media representatives are cordially invited to join the press conference. Details are as follows:

Date:            26 November, 2024 (Tuesday)
Time:           Press Conference – 11:00 a.m. – 12:00 n.n. (Media reception – 10:30 a.m.)
                     Roundtable Interview – 12:15 p.m. – 1:30 p.m.
Venue:         HKU iCube, 4005-07, Two Exchange Square, Central, Hong Kong
Language:   Cantonese & English

For the detail rundown, pleease click here. 

For media enquiries, please contact:
HKU Business School
Tango CHAN
Manager, Communications and Public Relations
Tel: +852 9731 4992 / +852 3910 2301
Email: tangocty@hku.hk  

Laura HUEN
Senior Executive Assistant, Communications and Public Relations
Tel: +852 6089 8805 / +852 3917 4716
Email: huen1010@hku.hk