greatly affected tourism in Hong Kong. Ocean Pa
lost an additional HK$60 million during 2003 than
to SARS. In addition to these external shocks, t
Park had operated under monopoly conditions
years. This lack of competition had bred comp
cency; the park had failed to innovate and the cha
acters, rides, and marine exhibits were beginning
look dated and shabby. Paul Pei, Ocean Park's. Sal
and Marketing Director, said of the Park before t
reengineering that "customers did not understan
and did not like what they were paying for." N
did the Park establish a winning brand image or co
porate logo. Human resource management (H
practices had also failed to keep up with the time
Most staff members at the Park were unskilled wor
ers with long hours, low pay, and monotonous jo
that made turnover a problem. In Hong Kong, tou
ism workers were highly mobile. As sales continue
to slide, management became.:iiicreasingly aware
the need for a renovation of the Fr sivrld imag
FIRM, and operations.
greatly affected tourism in Hong Kong. Ocean Pa
lost an additional HK$60 million during 2003 than
to SARS. In addition to these external shocks, t
Park had operated under monopoly conditions
years. This lack of competition had bred comp
cency; the park had failed to innovate and the cha
acters, rides, and marine exhibits were beginning
look dated and shabby. Paul Pei, Ocean Park's. Sal
and Marketing Director, said of the Park before t
reengineering that "customers did not understan
and did not like what they were paying for." N
did the Park establish a winning brand image or co
porate logo. Human resource management (H
practices had also failed to keep up with the time
Most staff members at the Park were unskilled wor
ers with long hours, low pay, and monotonous jo
that made turnover a problem. In Hong Kong, tou
ism workers were highly mobile. As sales continue
to slide, management became.:iiicreasingly aware
the need for a renovation of the Fr sivrld imag
FIRM, and operations.
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