Report On Service Standards In Singapore Cinemas
1. INTRODUCTION
1.1 Background
In 2005, Prime Minister Lee Hsian Loong called for improving the service culture in Singapore in his National Day Rally speech. The Standards, Productivity and Innovation Board (SPRING Singapore) thus highlighted that the new competition is to gmove from service quality to service excellenceh. To examine whether service levels have improved and how to achieve service excellence, several sub-committees were set up under Mr. Christopher Fernandezfs authorization to evaluate different industries. We are from one of the sub-committees that evaluate the customer service in entertainment industry, which includes cinemas, theme parks and museums.
Being in a small country with very limited natural and human resources, entertainment as a service industry plays an important role in spurring the economy of Singapore. The local media industry alone had an annual turnover of $10 billion, contributing 1.56 per cent to Singaporefs GDP and......
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