1. Introduction (4 reference) Cathay Pacific Airways is a local Hong Kong airline. Our company receives different awards, such as “AirlineRatings.com Best Business Class Award Winner for 2014” and Safety 2015.2. Customer Relationship ManagementWhen service issues arise, we will work with team members to find quick solutions that will satisfy our customers and ensure we remain their airline of choice. Additionally, we need to care more about our loyal customers and meet their needs. This allows us to maintain the relationship with our loyal customers. - Concepts: The wheel of loyalty - Obligations based on rewards3. Service CommunicationCathay Pacific is the largest and most renowned name in the aviation industry – as well as in Asia. Cathay Pacific Airways' “Spirit of Hong Kong” campaign took place in 2013. This activity attracted more than 5 000 people to apply their idea to us and their ideas can also explain the spirit of Hong Kong and what the city means to the candidates. In addition, the Cathay Pacific Spirit of Hong Kong Community Flight was held in 2014. This event invites more than 160 residents from 69 less privileged single-parent families to soar into the city's skies and they never opportunity to fly together. their families before. Thus, these two events are an opportunity to strengthen our company's image of social responsibility among the public and to increase the value of the company. Such as “Hong Kong Ruby Seven”, “Hong Kong Chinese New Year Parade” and “The Wine”. and Dine Festival in Hong Kong. We sponsor this event every year. Because it can strengthen the brand image among the public and improve the company's reputation in the customer's mind. Service delivery channelsThe service points of our company use 4. Performance measurementThe objectives of performance measurement are communication, motivation, control and improvement. Performance drivers should include these few things, staff development, employee attitudes, public accountability, balancing short-term goals with long-term goals, and product leadership. And these things should affect customer satisfaction of our company. - Customer Satisfaction, Concept: Expectation Confirmation Model - CS Benefits - Measuring CS - Understanding