The point about cultral differences equating to service standard is valid.Lets face it, HK people don't have it in their DNA to deliver SSFTH viz the Thais or Pinoys .Most of the crew in EY are local, accordingly the service reflects this.
IBTW ts not about 'motivation' its about attitude.The service industry in HK in not one to be held up as a shinning example to the world and only an event like SARS caused a sesmic shift.Followed by Jackie Chan telling them how to do it.
What was it? ''Same tean, Same dream?'' well,in to the dustbin with that one...