On The Cultural Conflict During The Course Of Service Delivery

Service brings company the competitive advantages, which has drawn the national and worldwide attention both in theory and in practice. The core problem is to improve the service quality. But it is difficult to measure service quality and manage the service. After the review of service management, the article finds cultural factor is important and determinant, which is neglected by most of the researchers. Service-Profit Chain has clearly exhibited the procedure of service delivery, which has helped us to develop an analytical framework. Through this framework, this article also discusses the importance of management of cultural conflict during the course of service delivery. After the analysis of inner and outer cultural conflict, the article tries to put emphasis on the strategy of cultural conflict management