L. Heracleous, J. Wirts, N. Pangarkar: Flying high in a competitive industry

Excerpt

Service operations present special management challenges with demanding customers and tough competitors. The authors of “Flying High in a Competitive Industry: Cost-effective Service Excellence at Singapore Airlines” present a comprehensive description and analysis of a company that is highly successful in not just any service industry but in the extremely challenging airline industry. The presentation is very thorough, examining Singapore Airlines from top to bottom. Extensive use of data from a variety of sources and specific details from Singapore Airline enhance the discussion of strategic choices, promotion and support of innovation, and human resource management that contribute to Singapore’s continued success. Readers will be inspired to learn that service excellence can be achieved in a cost-effective manner. …