China Marketing Lab

My expectations in terms of service have probably been recalibrated in the years since I first moved to China. I’ve been disappointed many times. No doubt it will be a long road towards improving overall service quality, but generally the efforts to promote better awareness of service standards are to be commended – particularly during the Beijing Olympics and Shanghai EXPO. I often wonder what types of expectations Chinese consumers truly have towards service, and two recent experiences got me thinking more about the service culture in China. Read the rest of this entry »