ISES attributed the dip to the manpower crunch here, coupled with higher expectations from tourists. ISES Director Caroline Lim said that the decline in results could be due to a shortage of well-trained staff here, due to tighter labour markets. Residents might have gotten used to this, whereas tourists would have less time to adjust to the different service standards, she said. She advised businesses in both sectors to consider adapting their way of operating, by incorporating more self-service elements for instance.
Link:
https://www.smu.edu.sg/sites/default/files/smu/news_room/smu_in_the_news/2014/so...