Shanghai must raise its service level

The Shanghai municipal government is well known for its penchant for setting lofty goals. It wants to re-establish the city's former status as an international center for almost everything, from finance to culture, entertainment and style.

The massive infrastructure build-up in the past decade or so showcases the municipal government's efforts to prepare the hardware deemed essential to achieve this. But behind the gleaming skyscrapers that have become a familiar part of the city's skyline lurk nagging problems that many economic analysts believe are holding back the pace of progress.

One of the main problems is the standard of service, which is patchy at best. Having lived and worked in Shanghai in the past few years, I can say that the quality of service offered by establishments in many business sectors has made remarkable improvements, but some rough patches persist, confounding and frustrating consumers.