Subject category:
Human Resource Management / Organisational Behaviour
Published by:
INSEAD
Length: 21 pages
Data source: Field research
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Abstract
This case describes a) the organisational factors which shaped Singapore Airlines' multi-year record of success, and b) the new challenges it faces to continue to maintain the world class best service. In its 1993 ambition to improve its service, SIA must face ever-demanding customers. One of those customers is featured in the case in terms of some special requests. One of SIA's ground agents accommodated, while another did not.
Japanese language
Subject category:
Human Resource Management / Organisational Behaviour
Published by:
INSEAD
Version: 10.2010
Length: 23 pages
Data source: Field research
About
Abstract
This case describes a) the organisational factors which shaped Singapore Airlines' multi-year record of success, and b) the new challenges it faces to continue to maintain the world class best service. In its 1993 ambition to improve its service, SIA must face ever-demanding customers. One of those customers is featured in the case in terms of some special requests. One of SIA's ground agents accommodated, while another did not.
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Subject category:
Human Resource Management / Organisational Behaviour
Published by:
INSEAD
Version: 10.2010
Length: 23 pages
Data source: Field research